摘要
本文介绍了SERVQUAL的原理,并使用SERVQUAL模型对楚雄彝族自治州楚雄师院图书馆的服务质量进行了评价。从读者简单满意度的角度,依据调查数据,分析了该馆所提供的服务和读者所期望的服务之间的差距,并根据读者关注度对评价指标在读者心目中的重要性进行了排序。最后指出在使用SERVQUAL评价图书馆服务质量时,怎样确定合适的陈述项来进行评价是非常重要的。
This article described the principles of the SERVQUAL, And used the SERVQUAL model conducting an evalua- tion of the quality of service to Chuxiong Yi Autonomous Prefecture of library of Chuxiong normal university. From the simple satis- faction of the reader＇s point of view, based on survey data, analysis of the gap between the services provided by the library and readers expect the services, and had to sort about evaluation of the importance of indicators in the eyes of the reader according to readers concerned. Finally advanced that how to determine the appropriate statement of items to be evaluated is very important when use SERVQUAL assessment of library＇s service quality.
出处
《现代情报》
CSSCI
2010年第3期83-85,共3页
Journal of Modern Information
