| LibQUAL+TM 服务质量评价方法的思考与改进 |
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| 引用本文： | 曹培培.LibQUAL+TM 服务质量评价方法的思考与改进[J].图书情报工作,2008,52(4):100-100. |
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| 作者姓名： | 曹培培 |
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| 作者单位： | 复旦大学文献信息中心 |
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| 摘 要： | LibQUAL+TM作为一种基于用户的图书馆服务质量的定量评价模型，对图书馆服务质量的控制和改进有着深远的意义。但是该模型的一些缺陷同时也影响了评价的准确度和客观性。如：①样本的随机选择导致样本有时脱离母体实际；②没有考虑用户层面“图书馆阅历”的差异，绝对平均化；③没有看到感知服务水平和期望服务水平之间的相关性。本文以对用户“图书馆阅历”的测评和分级为着眼点，尝试为以上不足提供一个参考的解决方案，同时为图书馆之间的服务质量评比提供可能。
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| 关 键 词： | 服务质量评价 图书馆服务 LibQUAL+TM |
| 收稿时间： | 2007-10-10 |
| 修稿时间： | 2007-12-04 |
Research and improvement about the library service quality evaluation model-- LibQUAL+TM |
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| Cao Peipei.Research and improvement about the library service quality evaluation model-- LibQUAL+TM[J].Library and Information Service,2008,52(4):100-100. |
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| Authors: | Cao Peipei |
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| Abstract: | As a kind of user based quantificational evaluation model about library service quality, LibQUAL+TM has an meaningful effect to the control and improvement of library service quality. But there are also some disadvantage which will impact the veracity and objectivity during the evaluate progress. For example: ①random sample sometimes leads to the deviation to practice; ②Didn’t consider the diversity of library experience between users; ③Also didn’t see the relativity between apperceived service quality and expected service quality. This paper, focusing on the test and classification to the library experience of Samples, tried to propose a backup solution for the mentioned demerit and provide a possibility for the service quality comparison among libraries. |
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| Keywords: | Service quality evaluation Library service LibQUAL+TM |
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