Study On The Evaluation Of College Library Service Quality Based On LibQUAL+^TM

Service is one of the essential attributes of library. A library overall level is decided by the service quality and readers'satisfaction. With the development and application of computer technology, information technology, and network technology, great changes have taken place in library service functions, scopes, methods and means. These great changes required for the college libraries pay more attentions to the service quality measurement and improvement to meet the diversified demand from readers.First of all, this paper introduced the background and development process of LibQUAL+ TM, and summed up its practical experience applying to the evaluation of college library service quality in domestic and international libraries. Based on reviewing relative theories on library service quality, it made deep analysis on its content, features, the relationship with readers' satisfaction.Secondly, referencing the experiences and achievements on evaluating college library services, and asking library information experts and experienced readers to format the service quality evaluation system for college libraries. This evaluation system includes four first-level indicators and thirty-eight second-level indicators.Thirdly, determined weights of the indicators in evaluation system by Fuzzy AHP, and evaluated the first-level indicators and final goal by Fuzzy Comprehensive evaluation method.Finally, through the empirical analysis of Service Quality Evaluation in Dalian University of Technology Library, it is initially proved that College Library Service Quality Evaluation System is practical and feasible. According to the in-depth analysis of survey data, this paper put forward concrete measures and methods to improve library service quality.