【摘要】 服务质量和读者满意之间存在着正的相关性。参考格罗诺斯的顾客感知服务质量模型,论述了高校图书馆读者感知服务质量的重要性,从技术质量和功能质量方面提出改进服务的因素。更多还原

【Abstract】 Quality of Service has a positive correlation with the readers’ satisfaction. Taking Gronroons’ customer perceived service quality model as reference,this paper argues for the importance of reader perceived service quality in colleges and universities,and discusses the factors to improve the service quality from technological and functional points of view after a survey conducted about the rate of readers’ satisfaction.更多还原