基于改进LibQUAL+的高校图书馆用户满意度评价实证研究——以华东理工大学图书馆为例

The Empirical Research on the University Library Users' Satisfaction Evaluation Based on the Improved LibQ UAL+: Taking the Library of East China University of Science and Technology as an Example

论文引入LibQUAL+模型,基于感知-期望差距理论进行高校图书馆用户满意度评价实证研究。结果表明,加强文献资源建设、开拓信息获取渠道、改善服务环境、推进个性化和深层次的新型多元服务,是高校图书馆提升服务层次和读者满意度的有效途径。

This paper adopts LibQUAL＋ model and conducts the empirical research on users satisfaction evaluation of university libraries based on perception-expectation gap theory. The results show that the effective ways to improve service levels and reader＇s satisfaction of university libraries including strengthening the construction of literature resources, developing the information access channels, improving the service environment, and promoting the personalized and deep level new multi-service.