图书馆读者信息服务能力评价体系研究

Research on the Evaluation System of Library Readers’Information Service Ability

通过探究图书馆读者信息服务能力评价体系,帮助图书馆提高读者满意度和服务效益。从信息服务内容、信息服务质量、信息服务成本三个重要指标,以SERVQUAL参考模型,构建出了图书馆读者信息服务能力评价体系模型,最后采用匿名问卷方式对读者进行调查、分析,并给出了提高图书馆读者信息服务能力的具体措施。该模型能有效地找出读者期望与图书馆读者信息服务能力间的差距,并对此有针对性地进行提高、改善。

This paper probes into the construction of the evaluation system of readers’information service ability of the library,and helps it to improve readers’satisfaction and service efficiency.This paper constructs the evaluation system model of readers’information service ability with SERVQUAL reference model,from three important indexes,information service content,information service quality and information service cost.Finally,the anonymous questionnaire is used to investigate and analyze the readers,and the corresponding specific measures to improve readers’information service ability of the library are given.This model can effectively find out the gap between readers’expectation and library information service ability,and improve readers’information service ability of the library.