| As an important pillar in the resurging system of teaching and research in colleges and universities, the library plays a prominentrolr.The quality of library services is the basic of library's existence and development. Only by comprehensive, systematic and objective evaluation, understanding and grasping the needs of readers, adjusting to the development of strategic objectives and seeking to improve the quality of service, can library get more room for development. However, the library service quality assessment is a highly flexible. User groups'demands for service, trust, as well as a number of other factors and constraints directly affect the library service quality assessment, it is difficult to form a common assessment system which can be qualitative and quantitative.For a long time, our libraries have been corcerning about the literature of the collection, processing and storage, however, the library's research services are relatively weak. Since the 1990s, administrative departments have established library assessment standards, which focus on conditions and the level of operation. All these ensure the library's infrastructure construction and the development of the library . However, in the assessment process,readers, one of the basic elements of ingredients, was not involved. Readers'satisfaction was not the focus of the assessment. The principle of the library is " readers first, service first", the reader is the reason for the existence of the library. If there is no evaluation of the reader's evaluation, it is a one-side assessment. Overseas, from the 1980s, the marketing services sector have made breakthrough on management of service quality research.in 1982, Finland's well-known scholar of cognitive psychology, Gronroos, put forward a well-known customer perception of service qality model, acording to the basic theory. He thinks the quality of service is a subjective category, depending on the contrast of the customer service quality expectations (that is, to expect the quality of service) to the actual perception of the level of service (that is, to experience the quality of service). In the late 1980s, Parasuraman, Zeithaml, and Berry (referred to as PZB), on the basis of "expectations - feelings " discrepancy theory put forward SERVQUAL (SERVICE and QUALITY acronym) measurement model, which included five service quality attributes and 22 related projects.The basic thinking is that the quality of service depends on the gap between the level of service perceived and desired . The theory , considered as authoritive way of assessing all kinds of services, is widely used in retail, catering, banking and insurance.These research results have greatly inspired foreign colleagues in the library community and stimulated library users to evaluate library services.Since 2000, the Library of internal evaluation of the service quality has been paid attention to gradually. At present, domestic libraries have begun to transform SERVQUAL, to use evaluation ideas and methods of LibQUAL + for reference, and to evaluate the quality of service by means of library users'survey. University libraries have been positively developing evaluation of the quality of service. In order to improve the quality of service of the Library, University libraries have conducted library user survey in the whole scope, to understand the user's specific comments and suggestions, based on which to improve library services .This article used SERVQUAL model and related research results , based on the present situation of the Zhengzhou Institute of Aeronautical Industry Management library , used questionnaires survey and discussions to analyze, research and evaluate the library services, concludes the gap in service quality, and put forward rectification opinions and suggestions.First, the problems:1) Degrees of concern about the readers are the lowest. Understanding the needs of readers, concerning readers, providing readers with personalized service are bot well done.2) The tangible margin between the expected value of and practical value is in second place, indicating that the library's hardware facilities, and the whole environment need to be improved grately.3) the trust degree of readers towards library staff in service is low.4) the library staff treat students and teachers differently.Second, the specific opinions and suggestions:1),to increase the type and quantity of books;2),to extend the opening hours;3),to provide better services of renewing and document retrieval through network;4),improve the quality of service;5),to achieve humanized management;6),collection of resources to be constantly updated and enriched;7),the lack of self-learning seats;8),lack of modern facilities such as computers;Third, the reform proposals:1),the library staff should treat teachers and students equally2),to shorten the psychological distance between the library staff and the readers3),to strengthen the quality of staff4),to improve information literacy of the library staff5),to speed up the construction of library hardwareApplying SERVQUAL in many libraries , it is generally recognized by the community that the library is operating for users, and library's quality of service is relied on users. Therefore SERVQUAL user-aware based evaluation model is objective and scientific. A number of libraries and scholarsare in the full recognition of it, however, they pu up with its shot points, for example, (1) too much emphasis on the work of the library services in the property, and completely ignored the collection of resources, it is still not perfect, the overall evaluation is defective. (2) there are independence, stability and universality problems and cross-cutting in five aspects of SERVQUAL service quality, between the level of. (3) different types of library users'expectations are not the same, so SERVQUAL evaluation value can not be used for the comparison between the libraries. (4) the prerequisite of SERVQUAL model applying is that the results of the customers survey is correct; customer demand can be captured, recorded and the same throughout the course of the study. These findings remind us that on the one hand, we must be careful to use the value of SERVQUAL in practice, on the other hand,we need to further explore and research to identify the information service industry to assess the quality of service more effectively.Library Service Quality is an eternal topic. Library Service Quality Assessment not only reflects the variety of library services, products and services in the form of the merits, but also reflects the strengths and weaknesses of library services in the environment, reflecting the library services efficiency. Making comprehensive, systematic and objective evaluation of the quality of library service will help to improve the service so that all the decision-making could be closer to readers, therefore, to realize the"readers first" service policy. |
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