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采用ARL(美国研究图书馆协会)2004年发布的图书馆服务质量维度划分新标准和最新版LibQUAL+TM量表测量图书馆服务质量,并证明该量表在中国背景下仍具有令人满意的信度和效度。通过对226份样本数据的实证研究发现,图书馆服务质量是用户满意的决定因素,并且其三个维度对用户满意影响力度的大小顺序依次是:整体环境、信息控制和服务效果。这一结论将有助于图书馆在资源有限的情况下,有侧重的、有针对性的改进服务质量,从而提升用户满意度。
Using the new standard of library service quality and the latest edition of the LibQUAL + TM scale published by the American Association for Research Libraries (ARL) in 2004 to measure the quality of library services and to demonstrate that the scale is still satisfactory in the Chinese context Reliability and validity. Through the empirical study of 226 sample data, it is found that the service quality of library is the decisive factor of customer satisfaction, and the impact of three dimensions on user satisfaction is in order of overall environment, information control and service effect. This conclusion will help libraries to improve customer service quality with emphasis and pertinence under the limited resources so as to enhance customer satisfaction.