摘要
服务质量决定着图书馆创客空间的可持续发展能力,是创客空间保持生命力的关键所在,构建创客空间服务质量评价指标体系是提升创客空间服务质量的重要途径。本文利用扎根理论方法,通过创客访谈,从创客感知的视角构建图书馆创客空间服务质量评价指标体系,并基于问卷调查数据运用探索性因子分析法对指标体系进行验证与完善。最终从服务环境、服务条件、服务项目及服务绩效4个层面构建出包含44个末级指标的服务质量评价指标体系,该评价体系可从创客感知的角度全面衡量图书馆创客空间的服务效果。表10。参考文献25。
The quality of service determines the sustainable development ability of maker space of the library,and it is the key to maintain the vitality of maker space.Constructing the evaluation index system of service quality of maker space is an important way to improve service quality of maker space.Based on grounded theory,this paper constructs the evaluation index system of service quality of the library’s maker space from the perspective of maker perception through maker interviews,verifies and improves the index system by questionnaire survey and exploratory factor analysis.Finally,from the four levels of service environment,service conditions,service items and service performance,a service quality evaluation index system containing 44 final indicators is constructed,which can comprehensively measure the service effect of the library’s maker space from the perspective of maker perception.10 tabs.25 refs.
出处
《国家图书馆学刊》
CSSCI
北大核心
2020年第3期19-30,共12页
Journal of The National Library of China
基金
国家社会科学基金项目“图书馆创客空间服务体系中馆员与创客协作发展机制研究”(项目编号:17BTQ033)研究成果之一。
关键词
创客感知
图书馆
创客空间
服务质量评价
Maker Perception
Library
Maker Space
Service Quality Evaluation
