基于SUB-SERVQUAL模型的高校图书馆嵌入式学科服务质量评价研究

Research on the Evaluation of Embedded Subject Service Quality of University Library Based on SUB-SERVQUAL Model

[目的/意义]随着我国高校双一流建设不断推进,传统的图书馆学科服务已无法适应师生科研的个性化服务需求,嵌入式学科服务开展质效评价的问题日益凸显,探讨图书馆嵌入式学科服务质量评价尤为迫切。[方法/过程]引入SUB-SERVQUAL模型,基于用户感知价值,构建信息特征、技术功能、服务效果、嵌入过程、用户控制的感知维度指标体系。融合乘积标度法和加权质量差距分析,借助IPA象限分析图,评价用户对各项指标实际感知与期望感知的差距。[结果/结论]以河海大学图书馆学科服务为例进行实证研究,研究结果表明构建高校图书馆学科服务质量指标体系科学合理,具有操作的可行性,能有效引导图书馆嵌入式学科服务,从而推动高校双一流学科的建设。

[Purpose/significance]With the continuous advancement of the double-first-class construction of my country’s universities,traditional library subject services can no longer meet the personalized service needs of teachers and students in scientific research.The problem of quality and efficiency evaluation of embedded subject services has become increasingly prominent.Discussion on the quality of library embedded subject services especially urgent.[Method/process]The SUB-SERVQUAL model is introduced,and based on the user’s perceived value,an indicator system of perceived dimensions of information characteristics,technical functions,service effects,embedding process,and user control is constructed.Combining the product scaling method and the weighted quality gap analysis,with the help of the IPA quadrant analysis chart,evaluate the gap between the actual perception and the expected perception of various indicators by users.[Result/conclusion]Taking the subject service of the library of Hohai University as an example,the empirical research shows that the construction of a subject service quality index system for academic libraries is scientific,reasonable,and feasible.It can effectively guide the library’s embedded subject services and promote the dual first-class disciplines of universities.