影响读者服务质量的几种差异分析

Analysis of the discrepancies between different service qualities to readers

阐述了服务及服务质量的特点 ,针对图书馆的读者服务分析了影响读者服务质量的几种差异 :读者对服务的期望同图书馆对读者期望的理解之间的差异 ;图书馆对读者期望的理解同图书馆制定的服务质量标准之间的差异 ;图书馆制定的服务质量标准同图书馆实际提供的服务质量之间的差异 ;图书馆实际提供的服务质量同图书馆宣传所描述的能提供的服务质量之间的差异 ;以及读者对服务的期望同实际得到的服务的感受之间的差异。并指出了这五种差异产生的原因 ,为改进读者服务质量提供参考。

This paper expounds the characteristics of the library service and service quality to readers, and analyses the discrepancies between different service qualities to readers, that is, the gap between readers' expectations on library service and the librarians' understanding of readers expectations, the gap between the librarians' understanding of readers expectations and service quality specifications set by the library, the gap between the service quality specifications and the actual service provided by the librarians, the gap between the service provided actually and the services propagated through the mass media, and the gap between the readers' expectations on service and their personal feelings of the readers themselves. The causes of these gaps above-mentioned are also pointed out in order to give some hints to the librarians in improving their service quality.