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本文分析了影响图书馆服务质量的四个断层，即信息用户对服务的期望同管理人员对信息用户期望的理解之间的断层、管理人员对信息用户期望的理解同图书馆制定的服务质量标准之间的断层、图书馆间接服务部门对服务标准的理解同一线服务部门对服务标准的理解之间的断层、服务质量标准同图书馆所提供的服务之间的断层。并就如何消除这些断层，提高图书馆服务质量提出若干建议。
This paper analyzes four faults that affect the service quality of library, that is, the fault between information service users ’expectation and managers’ understanding of information users ’expectations. The management’s understanding of information users’ expectations is in line with the library’s quality of service standard The fault between the library indirect service sector’s understanding of service standards, the fault of the same service line with service standards understanding, and the quality of service standards with the services provided by the library. And put forward some suggestions on how to eliminate these faults and improve the service quality of the library.