对我国图书馆服务质量的现状进行论述,并提出西方服务管理理论中的GAPS模型,深入剖析GAPS模型的结构与内容;然后对包括全面质量管理(TQM)、用户满意度(CS)模型、LibQUAL+、ISO9000标准以及GAPS在内的各种服务质量评价方法的基本思想和内容进行比较,并将GAPS模型应用到图书馆的服务评价中;最后从GAPS模型的各个阶段出发,为图书馆的服务管理活动提出相关的建议。 This paper discusses the status quo of the service quality of Chinese libraries and puts forward the GAPS model in the theory of service management in Western countries. The structure and content of the GAPS model are analyzed in depth. Then the model including Total Quality Management (TQM), Customer Satisfaction (CS) model, LibQUAL + , ISO9000 standard and GAPS, and applies the GAPS model to the service evaluation of the library. Finally, starting from the various stages of the GAPS model, it provides the service management for the library Activities related recommendations.