The Quality Of Public Library Services With The Wishes Of The Readers Behavior Study

As a significant platform of providing public service, the public library is attracting more and more people's attention. While service quality has been taken as an important criterion of scaling the public library's efficiency and management level, researchers and surpervisors in this areas are attention to scale it properly and effectively. However, compare to the developed countries, the development level of our country's public libraries are relatively low. For example, the space of the accomordation is relatively narrow, the reading circumstance is relatively not good, the level of the librarians' service need to be enhanced, the collections of the library is still in shortage, and so on. So, how to improve the public library's service quality and upgrade the readers' behavior intention are badly in need.With summarizing the relevant past researches adequately and basing on deep discussions with experts, the surpervisors and the readers, the writer designs the questionnaire and gradually amend and perfect it by pretesting. Via adequately analyzing the relevant past researches and on the basis of service quality theory, satisfaction theory, behavior theory and etc, the dissertation systematically studies the measurements and the scale dimentions of the public library's service quality, constructs the "public library's service quality-the readers' satisfaction-behavior intention" research model. Then, the dissertation goes on data processing with SPSS, combines quantitative and qualitative analysis methods to discuss the interactional relations among variables.The dissertation takes the readers of Zhejiang Library as the demonstration research object. On the basis of pretest, it adopts layor method of sampling and put out the formal questionnaires 300 shares, availably callback 179 shares. Via data processing and stastistical analyzing, the basic conclusions of the dissertation is showed as followes:(1)The public library's service quality in the document analysis can be summarized into three dimentions: the collections' service, the librarians' service and other service;(2)The collections' service" and "the librarians' service" affect the readers' perceived value, satisfaction and behavior intention significantly, while "other service" has no relations with the other variables;(3)The readers' perceived value affects the readers' satisfaction and behavior intention significantly;(4)The readers' satisfaction affects the behavior intention significantly;(5)In the readers' personal characteristic variables, except the gender variables, other personal characteristic variables has remarkable discrepancy in one or several of four variables( the collections' service, the librarians' service, the readers' perceived value, the readers' behavior intention).In the last of the dissertation, we put forward some countermeasures and advices about how to improve the public library' service quality and the readers' behavior intention.