Dissertation
Dissertation > Culture, science,education, sports > Information and knowledge dissemination > Library science,librarianship > Readers work

Library Service Quality Assessment Empirical Study

Author GeQingYang
Tutor YuHongYan
School Jilin University
Course Business management
Keywords Library SERVQUAL model Quality of service Evaluate
CLC G252
Type Master's thesis
Year 2008
Downloads 656
Quotes 1
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Library belong to the service nature of the organization, it need to meet users' needs and wants. Therefore, how to improve the quality of the library service to better service for readers is the current library construction is an important aspect. The previous people on the library service quality evaluation of multi-purpose qualitative method, because this method has too much subjectivity, in recent years there have been some qualitative with quantitative analysis method, but the theory and method to study more, less specific application. This paper put forward in service industry a new service quality evaluation system SERVQUAL model, that is, the quality of service gap model designed for a specific situation questionnaire, to zhengzhou to college library service quality analysis, and hope that through the investigation and analysis about the library the existing problems and put forward the solution to the problem. Based on the questionnaire investigation and discussion method, through the recovery of questionnaire for statistics and analysis, find out the zhengzhou to school library in service quality problems and puts forward the improvement scheme, and finally puts forward the implementation of library service quality evaluation problems should be paid attention to. Of course, SERVQUAL model in the use process have some limitations, future research can be on the basis of the further improvement and development.

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