公共图书馆服务质量评价标准体系构建研究

Research on the Construction of Public Library Service Quality Evaluation Standard System

推动公共图书馆评价过程标准化建设,保障公共图书馆服务绩效,统一规范适应新时代需求的服务质量评价方法,使每一位读者能够享受到公平可及的高水平文化服务,是目前我国文化服务纵深发展的方向。如何对公共图书馆提供服务的质量进行合理评价值得我们深入研究探讨,本文通过梳理公共图书馆服务质量评价体系发展进程,对SERVQUAL模型中评价维度进行借鉴,结合公共图书馆服务质量评价指标体系的内在要求,提出标准体系构建方案,并采用AHP层次分析方法,探讨标准体系中各层指标要素之间的内在联系,为其服务质量评价标准体系的实施和改进等方面提出建议。

Promoting standardization construction of service evaluation process of Public library,quantitating its service performance,and standardizing its service quality evaluation method to meet the demands of the new normal,in order to ensure that every reader can obtain equally the cultural services of high level,is the important direction for the deep development of our cultural service.How to evaluate the quality of service provided by Public library is worthy of our further study.Based on combing the development process of the Public Library service quality evaluation system and the reference to the evaluation dimension of SERVQUAL model,this paper follows the internal requirements of the evaluation index system of the quality of service,and proposes a construction plan for the standard system.In addition,this paper discusses the intrinsic relationship among the index elements in the standard system with the analysis method of AHP and puts forward suggestions for the implementation and improvement of the service quality evaluation standard system.