高校图书馆嵌入式服务质量评价体系的构建研究

Research on the Construction of Embedded Service Quality Evaluation System in University Libraries

嵌入式服务是学科馆员基于用户需求,从空间、组织、活动、社交等多维度嵌入用户工作过程并提供的专业化支持服务。构建嵌入式服务质量评价体系应把用户、学科馆员、图书馆管理者等多种角色纳入评价主体,体现多元主体理念;其指标内容应涵盖资源与环境、制度与规范、嵌入式功能、用户关注度、用户控制度、用户满意度等方面,凸显用户为中心的理念。

Embedded service is a professional support service provided by subject librarians based on user needs,embedding user’s work process from multiple dimensions such as space,organization,activity,social interaction and so on.The construction of service quality evaluation system can not only provide measurement tools for evaluating service quality,but also provide innovative clues for improving service quality of university library.Based on 360 degree feedback evaluation method and analytic hierarchy process,this paper constructs an embedded service quality evaluation system for university libraries.It includes users,subject librarians,library managers in evaluation subjects,reflecting the concept of multi-subject.This service quality evaluation system covers resources and environment,embedded functions,user attention,user control,user satisfaction and other aspects,highlighting the user-centered concept.