The Research Of Service Quality Evaluation In Academic Library

This paper mainly discussed the LibQUAL+^TM theory—one service quality evaluation model which is becoming more and more popular and has been propagated step by step in academic libraries.The research about LibQUAL+^TM was expanded to five parts including development history,current limitation,improving measures, concrete implementation and subsequent tracking.It is hoped that this paper could make some positive effect in LibQUAL+^TM,s spreading process in China.In the beginning,this paper introduced present research situation and research significance about the project.Then described some basic theories from two sides: academic library and service quality management,which were very useful for the followup research.After the introduction and comparison of the available service quality evaluation models,this paper started to focus on the most proper and useful model—LibQUAL+^TM.The research about LibQUAL+^TM was consisted of five parts:development history,current limitation,improving measures,concretely implementation and subsequent tracking.Firstly introduced the background knowledge of LibQUAL+^TM, then analyzed the difficulties in practical process and tried to find the reason.And then proposed the solution based on these problems—the modified LibQUAL+^TM model which would classify user's "library experience".After that this paper explained clearly and concretely about the implement of the advance model including:process introduction, evaluation questionnaire design,weight determination about the service quality ingredient,fractional statistics and results analysis.Lastly,suggested to use Six Sigma as guideline and took the library of Fudan University as example according to the common trouble during subsequent service quality improvement process.In the end of the paper discussed the economic analysis and cost control during the tracking step of LibQUAL+ ^TM model,which was often neglected in practice.