论文部分内容阅读
在服务质量前期研究的基础上,结合高职高专图书馆服务的实际调整了服务质量层面和调查问项,以某专科学校图书馆服务质量为调查对象,从读者答卷的描述统计指标、信度和效度方面对修正的SERVQUAL和SERVPERF评价方法进行分析和比较。研究表明,修正SERVPERF方法优于修正SERVQUAL方法。因子分析结果揭示图书馆服务质量层面包括5个方面:服务情感、电子资源、纸本资源、服务管理和图书馆环境。
On the basis of previous studies of service quality, we adjusted the service quality level and investigation questions based on the actual service of library in higher vocational colleges. Taking the service quality of library in a college as the investigation object, Degree and validity of the revised SERVQUAL and SERVPERF evaluation method for analysis and comparison. Research shows that the SERVPERF method is better than the SERVQUAL method. Factor analysis revealed five aspects of library service quality: emotional service, electronic resources, paper resources, service management and library environment.