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服务性是图书馆的本质属性之一,服务工作的好坏、服务质量的高低都直接决定着一个图书馆的整体水平和实力。此文建立了一套包含基础条件、读者、馆员等主客观因素的图书馆服务质量评价体系,其中参考Lib QUALTM、Climate QUALTM等美国图书馆服务评价体系,运用德尔菲法进一步完整了指标体系,并通过专家层次分析法确定各级指标的相对权重,最终建立一套与我国高校图书馆实际情况相适应的全面质量评价体系。
Service is one of the essential attributes of the library, the quality of service work, the level of service quality directly determines the overall level and strength of a library. This paper establishes a set of library service quality evaluation system which contains the subjective and objective factors such as basic conditions, readers, librarians, etc., In which reference is made to the library service evaluation system such as Lib QUALM, Climate QUALITY and so on, and the Delphi system is used to further complete the index system , And determine the relative weight of the indicators at all levels through the analytic hierarchy process of experts, and finally establish a comprehensive quality evaluation system that suits the actual situation of our university libraries.