Amendatory Model Of Library Perceived Service Quality Evaluation

Perceived service study has been paying much attention by service industry since it was put forward in 1990s. The libraries touches acutely that the perceived service theory is going to make a deep impact to the library practice work.The author does research on perceived service quality evaluation on the grounds of users' needs. There are some dimensions which are taken into consideration necessarily. One is paying attention to users' perception and expectation. The other is no neglects of factors which influence the staff to carry out services. Due to the above two aspects, library service quality can be valued exactly. At present, the abroad is mainly researching users' perception or satisfaction. The internal is following their work and no essential innovation. The article is about to doing some remedies. The author is going to study the users' psychological needs on their perception and expectation as well as dig users' needs inclination deeply. Besides, by empirical study, the investigation questionnaire statistics and evaluates Northeast Normal University (NENU) library perceived service quality. At the same time, by the other questionnaire, that is, factors which influence the staff to carry out services, the author makes a final conclusion of the NENU library perceived service quality evaluation. The article includes four parts below:First, users' psychological needs study. Maslow hierarchy of needs is the grounds of users' psychological needs study. By researching explicit needs and tacit needs, as well as, users' psychological process and effects, the goal of this is to probe the law of users' information needs.Second, library perceived service process study. Firstly, the conception of library perceived service process is explained. Secondly, it is analyzed between library perceived service process and users' psychological needs. Thirdly, a new library perceived service process model is built by amending the old one "LibQual+KM".Third, empirical studies are carried out. Taking NENU library for an example, an investigation questionnaire is designed and made statistic by Factor Analysis of SPSS.Finally, conclusions are made. It concludes the level of NENU library perceived service quality by empirical study, and puts forward some suggestions and references to library practice.