摘要
以PZB认知服务品质模式为理论基础,筛选出四大类共计24项指标作为研究内容,通过SPSS统计调查和实证分析的方式,研究分析图书馆读者对图书馆各类服务内容的期望水平及满意度,进而获取图书馆服务品质的缺口,明确图书馆服务工作的读者期望值与服务缺口值及其之间的关系。最后以实证研究结果为基础,提出改善和提高图书馆服务质量的几点建议。
This paper chooses the PZB cognitive service quality model as the theoretical basis, and screens four categories in 24 indicators as the research content, through the SPSS statistical investi- gation and a practical study, analyzes the reader expectations and satisfaction for the library service, and then obtains the service quality gap, clears the relationship between the service gap and reader expectations. Finally the paper recommends some suggestions on how to improve and enhance library service quality.
出处
《图书馆杂志》
CSSCI
北大核心
2012年第6期29-32,共4页
Library Journal
关键词
图书馆
服务质量
服务品质缺口
实证分析
Library, Service quality, Service quality gaps, Practical study
