图书馆组织服务导向与服务质量的关系研究

A Study of the Relation Between Organization Service Orientation and Service Quality in Library

图书馆组织服务导向是一种基于馆员激励视角建立强化服务传递方案及奖励优质服务而形成的特定组织氛围,是影响服务质量的重要因素。论文对4所高校图书馆的245名馆员进行问卷调查,采用SPSS和AMOS对数据进行因子分析,不仅发现图书馆组织服务导向具有服务匹配、领导引导、服务支持和服务行为评估与奖励四个因子,还发现,馆员感知的组织服务导向对用户感知的服务质量有正向影响,且组织服务导向的不同因子对服务质量的影响存在差异性。基于此,进一步提出图书馆服务导向策略构建的思路。

Library organization service orientation is a specific organizational climate formed through the establishment of an enhanced service delivery plan and rewarded quality service from the perspective of librarians’ excitation, which is an important factor affecting the service quality.The study surveyed 245 librarians from 4 university libraries which used SPSS and AMOS to perform factor analysis. As a result, four factors of organization service orientation improvement system, which is service matching, leadership guidance, service support, service behavior assessment and reward. This study also found that Librarian-perceived organizational service orientation will facilitate user-perceived service quality, and different dimension of organizational service orientation has different impact on service quality. In this point, the study further suggested new idea about construction of organizational service orientation.