高校图书馆读者感知服务质量评估模式研究

Research on the Evaluation Mode of Reader’s Perceived Service Quality in University Libraries

[目的/意义]结合我国实际分析读者对高校图书馆服务的感知情况。[方法/过程]在目前学术界普遍认同的"LibQUAL +"评价模式基础上增加评价人背景这一维度,升级以往三维空间上的评价指数和参数,从而使图书馆的评价指数更加全面。基于新增的评价人信息这一维度,根据选取参数设计调查问卷,以笔者所在学校师生为样本,运用SPSS软件对四维模型及其分级参数进行定量测度,并依据测度结果对图书馆的组织机构管理提出建设性意见。[结果/结论]高校图书馆应提升服务质量,加强对硕、博、理工科和教师类专业资源的建设,多引进口碑良好、读者评价排名靠前的书籍资源,此外,还应提高资源的更新频率,从而对使用图书馆频率较低的群体产生持续吸引力。在信息建设方面,应敏锐捕捉读者需求,不断优化图书馆网站页面的排版和内容设置。

[Purpose/significance] Based on the reality of our country, this paper analyses the readers' perception of university libraries.[ Method/process ] It adds the evaluator background based on the LibQUAL + evaluation model generally accepted by the academic community. Based on the past three -dimensional space, the evaluation index and index parameters have been completely upgraded, making the library 's evaluation index more comprehensive. Based on the new evaluator information, this paper designs a questionnaire with reasonable parameters. Taking the teachers and students of my university as a sample, uses SPSS software to quantitatively measure the four -dimensional model and its grading parameters ,and provides constructive comments on the organization management of the library based on the measurement results.[Result/conclusion] The university library should improve the quality of service, strengthen the professional resources construction for Master and Ph. D. science and engineering and teachers, and attract more books with good import reputation and readers. In addition, the frequency of updating resources should be increased to create a constant appeal to groups that use the lower frequency of the library. In terms of information construction, school library should keenly capture the needs of readers and continuously optimize the page layout and content settings of the library.