基于老年读者的公共图书馆线下服务质量评价指标体系研究

Research on Offline Service Quality Evaluation Index System of Public Libraries based on Elderly Readers

得益于国内近年来公共服务适老化发展,访问公共图书馆的老年读者规模日益增长。本研究旨在开发适用于评价老年读者的公共图书馆线下服务评价指标并提供相应的量化测量工具。研究构建的评价指标包括了以“老年服务的开展程度与服务深度”“馆员服务水准及业务能力”“馆内服务的质量管理及服务效率”“馆内设施的体验感与舒适环境”“线下服务价值及包容性服务拓展”5个准则层指标及25个子准则指标的评价模型。此外,运用上述评价指标体系对合肥图书馆进行了案例研究,评价结果与合肥图书馆现有老年服务实际情况基本吻合,所构建的指标体系具有可行性。研究结果有助于向公共图书馆提供线下服务质量评价工具并明确馆内服务的适老化改善方向。

Thanks to the development of ageing public services in China in recent years,the scale of elderly readers visiting public libraries has been increasing.The study aims to develop offline service evaluation indexes for public libraries that are suitable for evaluating senior readers and provide corresponding quantitative measurement tools.The results of the study are as follows:The evaluation indicators include five criteria level indicators and 25 sub-criteria indicators based on“the extent and depth of senior services”,“the service standard and operational ability of the librarians”,“the quality management and efficiency of the library services”“,the experience and comfortable environment of the library facilities”,“the value of offline services and the expansion of inclusive services”,“the experience and comfortable environment of library facilities”,“the value of offline services and the expansion of inclusive services”,and 25 sub-criteria indicators of the evaluation model.In addition,a case study of Hefei Library was carried out using the above evaluation index system,and the results of the evaluation basically coincided with the actual situation of the lack of existing elderly services in Hefei Library,and the constructed index system is feasible.The results of the study can help to provide public libraries with offline service quality evaluation tools and clarify the direction of ageing improvement of library services.