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图书馆内部服务质量测度的实证研究 被引量:3

An Empirical Study on the Inner Service Quality of Library and Its Measurement
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摘要 在回顾图书馆内部服务质量的相关研究基础上,分析影响内部服务质量的因素,构思建立一个评价图书馆内部服务质量的多层次指标体系,并利用因子分析法对指标体系进行定量分析,建立相应的综合评价模型。 The paper first looks back upon the related study about inner service quality and then,starting from the influencing factors,constructs multitiered index system for the evaluation of the service quality.Factor analysis method is applied to make quantitative analysis on index system to establish corresponding comprehensive evaluation mode.
作者 郝建南
出处 《图书馆论坛》 CSSCI 北大核心 2011年第2期107-110,共4页 Library Tribune
关键词 图书馆 内部服务质量 指标体系 因子分析法 library inner service quality index system factor analysis
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参考文献8

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二级参考文献5

  • 1Parasuraman A, Zeithaml V A, Berry L L, et al. A conceptual model of service quality and its implications for future research. Journal of Marketing, 1985, 49 (4): 41 -50.
  • 2Getty J M, Getty R L. Lodging quality index(LQI) : Assessing customers' perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 2003, 15 (2) : 94 - 104.
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共引文献5

同被引文献34

引证文献3

二级引证文献30

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