数字参考服务质量评估体系建立初探

On the Development of the Digital Reference Service Quality Evaluation System

随着图书馆网上实时参考服务的迅速崛起 ,为了保障其顺利可持续发展 ,有关数字参考服务质量评估标准的研究日益受到关注 .根据国内外图书馆利用实时软件技术进行咨询服务涉及到的有关质量评价环节 ,从与之紧密相关的服务系统、服务过程、回答质量、用户满意程度、服务统计、成本测度和服务开放程度考虑 ,提出了三级服务质量评估指标体系 ,并列出了具体指标项目 .同时 ,根据层次分析法等评估方法 。

With the rapid rise of the libraries’ real time reference services on the web, the study on the quality evaluation standards for digital reference services has been given more and more attention for its future stable development. Based on the quality evaluation process currently involved in the reference services by real time software technology in the libraries at home and abroad and taking into consideration seven related aspects of service systems, service process, answers quality, user satisfactory degree, service statistics, cost measurement and service opening degree, this paper put forward a three level indicator system for service quality evaluation and set out a detailed index. At the same time, this paper discussed the real operation on the digital reference service quality evaluation based on the analytical hierarchy process.