大学图书馆服务质量读者感知与期望差距的实证分析被引量：5

Empirical Research on Gaps of Readers’ Perceptions and Expectations of University Library Service Quality

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摘要基于SERVQUAL设计图书馆服务质量评价调研问卷,以我国5个大学图书馆的调研数据为依据,对问卷进行可信度和效度分析,结合图书馆的实际,将图书馆服务质量归纳为6个维度:可靠性,个性化需求,魅力性,有形性,接触性和情感性,并对各个质量维度及其影响因素进行统计分析。研究表明:魅力性是读者评价最低的质量维度,有形性是读者评价最高的质量维度。研究进一步证实性别和使用频率显著影响读者评价图书馆服务质量。 Based on the SERVQUAL, the authors construct questionnaire to measure the service quality gaps of university library. By using the data which collected from 5 universities, the authors analyze the reliability and validity of the questionnaire. Then, they use reliability, personalized demand, attraction, tangible, contact and emotion to describe the library＇ s service quality. The results demonstrate that ＂tangible＂ dimension is the best, while ＂attraction＂ dimension is the worst. Additionally, readers＇ gap scores significantly differ by their sex and the frequency of using.

作者施国洪陈敬贤刘庆广

机构地区江苏大学工商管理学院南通大学商学院

出处《图书情报工作》 CSSCI 北大核心 2009年第19期64-67,80,共5页 Library and Information Service

基金国家社会科学基金项目"图书馆服务质量评价体系研究"(项目编号:08BTQ010)资助成果之一

关键词图书馆服务质量质量期望质量感知差距分析 SERVQUAL library service quality quality expectation quality perception gap analysis SERVQUAL

分类号 G252 [文化科学—图书馆学]

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参考文献11

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