摘要
图书馆对读者需求的服务质量效果主要体现于读者所得到的满意程度。读者服务工作在新时期具有新特点。读者对图书馆服务质量的期望与图书馆对读者服务质量期望的理解上具有差异;图书馆确定的服务质量标准与服务部门对读者期望的服务质量标准的理解上也存在差异。图书馆确定的服务质量标准与图书馆实际提供的服务质量不尽相同。另外,图书馆服务提供的服务质量和与读者沟通活动中承诺的服务质量不一样;读者期望的服务质量与读者感觉中的服务质量也存在差异。高校图书馆服务质量的改善应转变观念,树立读者至上的服务理念,建立读者服务信息系统。
The quality effect of readers＇ needs of the service in library is mainly reflected in readers~ satisfaction. Reader service has its new features in the new era. There is difference between readers＇ expectation for the quality of library service and library＇s understanding of that expectation; the service quality standard established by library differs from service department＇s understanding of reader＇s expectation for it as well. Besides, the standard established is not the same as what is provided. What＇s more, the service quality provided by library is not in accord with what they promise during communication activities with readers; and the service quality that readers expect also differs from what they really feel. In order to im- prove the quality of university library services, we should change our concepts, and set up an idea of reader-first service and establish readers service information systems.
出处
《广西师范大学学报（哲学社会科学版）》
北大核心
2011年第4期90-93,共4页
Journal of Guangxi Normal University(Philosophy and Social Sciences Edition)
关键词
高校图书馆
读者服务
差异性分析
解决对策
university library
reader service
difference analysis
solutions and strategies
