读者服务的接触过程及其提供的读者体验形成了公共图书馆读者服务竞争力。读者服务接触过程可分解为服务项目设计、服务环境布置、文献借阅、办证和支撑维护、营销推广等五个主要接触点,并从这五个方面分析了影响图书馆读者服务竞争力的关键因素,建立了读者服务竞争力的评价指标体系,提出了提升公共图书馆读者服务竞争力的策略。 Readers’ service contact process and the readership experience provided form the competitiveness of public library reader services. The contact process of reader service can be divided into five main contact points: service project design, service environment arrangement, document borrowing, certification and support maintenance, marketing promotion and so on, and analyzed the key factors affecting the competitiveness of library service readers from these five aspects , Established the evaluation index system of readers’ service competitiveness, and put forward the strategy to enhance the service competitiveness of readers in public libraries.