【作者】 宋晓丹；

【导师】 蔡小慎；

【作者基本信息】 大连理工大学 ， 行政管理， 2010， 硕士

【摘要】 服务性是图书馆的本质属性之一,服务工作的好与坏,服务质量的高与低,读者对于图书馆提供服务的满意与否,都直接决定着一个图书馆的整体水平和实力。随着计算机技术、信息技术、网络技术的不断发展和应用,图书馆的服务职能、服务范围和服务方式都发生了巨大的变化,同时读者对图书馆信息服务需求也呈现出多元化、个性化的趋势,内部与外部环境的巨大变化给高校图书馆的生存和发展提出了更高的要求,这些都迫切的要求高校图书馆根据服务质量测评结果采取相应的管理对策。首先,本文介绍了LibQUAL+TM的产生背景和发展历程,及其应用于国内外图书馆服务质量测评的实践经验。对图书馆服务质量相关理论进行梳理,阐释了图书馆服务质量的内涵、特性,及其与读者满意之间的关系,为高校图书馆服务质量评价体系的确立及服务质量的综合测评打下理论基础。其次,借鉴国内外图书馆服务质量评价的经验和成果,并征求图书馆、情报领域的专家和有资深阅览经历的图书馆读者,构建了高校图书馆服务质量评价的指标体系,本文的评价指标体系包括文献资源、资源获取便利性、环境与设施及馆员与服务4个一级评价指标和38个二级评价指标。再次,应用模糊层次分析法(Fuzzy AHP)计算图书馆服务质量评价指标的权重。应用模糊综合评价法设计出对4个一级评价指标和总目标高校图书馆服务质量进行综合评价的流程。最后,通过大连理工大学图书馆服务质量评价的实证分析,初步验证了高校图书馆服务质量评价体系的实用性和可行性,并在对调查数据进行深入分析的基础上,提出了图书馆服务质量改进的具体措施和对策。更多还原

【Abstract】 Service is one of the essential attributes of library. A library overall level is decided by the service quality and readers’satisfaction. With the development and application of computer technology, information technology, and network technology, great changes have taken place in library service functions, scopes, methods and means. These great changes required for the college libraries pay more attentions to the service quality measurement and improvement to meet the diversified demand from readers.First of all, this paper introduced the background and development process of LibQUAL+ TM, and summed up its practical experience applying to the evaluation of college library service quality in domestic and international libraries. Based on reviewing relative theories on library service quality, it made deep analysis on its content, features, the relationship with readers’ satisfaction.Secondly, referencing the experiences and achievements on evaluating college library services, and asking library information experts and experienced readers to format the service quality evaluation system for college libraries. This evaluation system includes four first-level indicators and thirty-eight second-level indicators.Thirdly, determined weights of the indicators in evaluation system by Fuzzy AHP, and evaluated the first-level indicators and final goal by Fuzzy Comprehensive evaluation method.Finally, through the empirical analysis of Service Quality Evaluation in Dalian University of Technology Library, it is initially proved that College Library Service Quality Evaluation System is practical and feasible. According to the in-depth analysis of survey data, this paper put forward concrete measures and methods to improve library service quality.更多还原