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本文旨在研究用户对学术型图书馆服务质量的满意度,基于LibQUAL模型开发一个新的基于用户视角的图书馆服务质量测度模型工具。该工具共包括35个测量项目,对图书馆服务的5个维度分别进行用户满意度水平测度。Cronbach’s Alpha范围为0.821到0.924,表明变量间很好的信度水平。456份海洋图书馆用户的问卷调查结果表明,感知服务质量水平总体高于用户可接受的最低服务水平,但普遍低于期待的理想服务水平。本研究结果可为学术型图书馆管理和资源配置等提供决策支持。
The purpose of this paper is to study users’ satisfaction with the service quality of academic libraries and to develop a new model of library service quality measurement based on the perspective of users based on the LibQUAL model. The tool includes a total of 35 measurement items, respectively, for the five dimensions of library services, user satisfaction level measurement. Cronbach’s Alpha ranged from 0.821 to 0.924, indicating a good level of confidence between variables. The questionnaire survey of 456 marine library users showed that the level of perceived service quality is generally above the lowest acceptable service level for users, but generally below the expected ideal level of service. The results of this study can provide decision support for academic library management and resource allocation.