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文章基于一般服务质量管理研究的理论成果并结合图书馆服务的特殊规定性在问卷调查及数据分析基础上界定了影响图书馆服务质量的主要因素;分析了图书馆服务质量的形成过程,认为图书馆的服务质量是用户在利用图书馆过程中的预期效果与体验效果的匹配过程,并构建了图书馆服务质量的概念模型。
Based on the theoretical results of general quality of service management research and the special regulations of library services, the paper defines the main factors affecting the service quality of libraries based on questionnaire and data analysis. It analyzes the forming process of library service quality, The service quality of the library is the matching process between the anticipated effect and the experiential effect of the user in utilizing the library, and a conceptual model of the service quality of the library is constructed.