【摘要】 2004年5-6月,清华大学图书馆首次采用网络调查方式,参考ARL(美国研究图书馆协会)LibQUAL+TM图书馆服务质量评价方法和模式,在全校范围内进行读者满意度调查。该文主要介绍该项工作组织实施过程、问卷设计、调查结果等,并提出了对服务质量评价方法的几点思考。更多还原

【Abstract】 From May 2004 to June 2004 in 2005, Tsinghua University made a campus-wide user satisfaction survey with web-based approach by adapting LibQUAL +TM , a tool of ARL. This paper introduces briefly the process of organization and implementation of the survey, questionnaire design, and results gained. The authors also made some suggestions on how to improve the approach of evaluation of service quality in libraries.更多还原