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使用定性研究的关键事件技术收集读者感知的图书馆服务中的关键事件,对影响图书馆服务质量的关键事件加以分类,归纳出影响服务质量的关键因素群和要素。在此基础上,运用层次分析法从图书馆专业人员角度进行关键因素的权重分析,建立图书馆服务质量感知模型。
Using the key event technology of qualitative research to collect the key events in the library services perceived by the readers and classify the key events that affect the service quality of the library and summarize the key factors and factors that affect the service quality. On this basis, using analytic hierarchy process to analyze the weight of key factors from the perspective of library professionals to establish the perception model of library service quality.