公共图书馆内部服务质量的测量与评价研究

Studies on the Measurement and Evaluation of Public Library Internal Service Quality

为给公共图书馆内部服务质量提供科学测量与评价工具,采用文献研究法、专家访谈法和问卷调查法,严格遵循心理量表的研制程序编制量表,并进行项目分析、因素分析、相关分析和信效度检验,最终形成正式的公共图书馆内部服务质量评价量表,共25个题项,包括内部可感知性、内部可靠性、内部协调性、内部移情性和内部响应性5个因子。正式量表具有良好的信度和效度,可以为公共图书馆开展人力资源评估和提升内部管理效能提供理论参考和决策依据。

I n order to provide scientific measurement a nd evaluation tools for public l ibrary i nternal service quality,this paper,adhering strictly to the development process of psychological scales,formulates a Public Library InternalService Quality Evaluation Scale by using methods of literature study,expert interview and questionnaire survey,andmakes item analysis,factor analysis,correlation analysis,reliability and validity test.The formal scale has acceptablereliability and validity,and consists of25items and5factors including internal perception,internal reliability,internalcoordination,internal empathy and internal responsiveness,which provides theoretical reference and decision-makingbasis for public libraries to carry out human resource evaluation and improve internal management efficiency.