Evaluation & Improvement On Service Quality Of Domestic College Library In The Context Of New Information

With the rapid development of new information technology, the traditional information environment presents many new features, which has a profound impact on university library service and the users. As a result, the service quality of university libraries will be attached on an increasingly importance. A broad consensus has been reached in academia that high-quality service will enhance customer satisfaction and loyalty. The study on service quality of university libraries cannot avoid exploration on evaluation theory. Besides, the evaluation on service quality of university libraries is also faced with new challenges under the new information environment, while the corresponding systematic evaluation theory is quite imperfect. Thus it’s urgent and necessary to make study and evaluation on service quality of university libraries under the new information environment. This paper carried out study on systematic evaluation and promotion suggestion for service quality of university libraries of our country through using empirical methods and then extracted the objective and scientific evaluation system, which provided suggestions for improving service quality of university libraries.Firstly, through massive literature research and qualitative study, this paper interpreted the connotation and characteristics of the new information environment and introduced the change of university library service and the users. Then the effect of the new information environment on service quality of university libraries was analyzed and the formation mechanism, connotation and attributes were also interpreted, which laid a foundation for assessment scale and model construction.Secondly, basing on the modified SERVQUAL construct, an assessment scale for service quality of university libraries of our country was built up with the validity and applicability of the scale also evaluated. This paper developed a service quality scale under the new information environment through deductive and inductive methods such as literature analysis, interviews with users and experts. The initial scale was purified into a formal one with 26 measurement indicators by using data got from pre-survey. Then the scale was further evaluated through data got from formal-survey and the validity and applicability of the scale of the modified SERVQUAL scale was tested and verified through confirmatory factor analysis, which provided an appropriate tool for evaluating service quality of university libraries.Thirdly, this paper established a hierarchical model for measurement and evaluation of service quality of university libraries and verified the validity and consistency of the model, which made up for the shortcomings of the SERVQUAL evaluation method. After a qualitative research, this study proposed a hierarchical service quality model for university libraries in which service quality was a third-order construct that was defined by two primary dimensions (outcome quality & process quality) and five sub-dimensions (tangibility, reliability, assurance, responsiveness and empathy), which fit the psychological complexity of the users while evaluating service quality. Empirical tests and interactive tests were also made on the model through structural equation modeling, three-stage test and partial dispersion technology, which verified the validity and stability and had important implications for the assessment of service quality of university libraries.Lastly, the paper explored the application of the assessment scale and model for service quality of university libraries under the new information environment based on the modified SERVQUAL construct on service quality improvement. A variety of methods of quantitative analysis and evaluation were also used to analyze the current situation of university libraries under the new information environment and then improvement measures and promotion strategies were proposed in order to further improve the service quality of university libraries under the new information environment in our country.