A Study Of Service Quality Evaluation Based On LibQUAL+^TM In University Libraries

Academic libraries is the information center of university, the important part of teaching and research work. With the changing of the conception that library should change from "book-oriented" to "user-oriented", the conception of "user-centric" has been established. Library exists for the users. Evaluation of the services quality should be in conformity to the point of view of readers. LIBQUAL+^TMis a suite of protocol to measure library service based on user's perception promoted by the Association of Research Library(ARL).This article introduces the questionnaire surveys based on the LIBQUAL+^TM,which has been redesigned combined with the actual conduct of Shandong University Library .According to the statistical analysis of survey results, it described the status of Shandong University library services and characteristics. The author also made some suggestions on how to improve the service of library.This thesis consists of six chapters: introductions, literature review on user-based methods to measure service quality of libraries, design of questionnaire to measure service quality of Shandong University Library, data analysis and suggestions. At last, the conclusions and advices for future study are given.The purpose of this study: (1)Discuss the adaptability and feasibility of LibQUAL+^TM to measure service quality of Chinese university libraries and design the modificatory model.(2) Through the empirical investigation to understand the gap distribution of readers' feelings on service quality.(3) Recommendations for improvement to improve customer satisfaction and service quality.