Library Digital Reference Service Quality Evaluation System

With the development of information technology and widely application of internet, especially more and more regard on digital library, digital reference services are making great progresses. But the quality evaluation of digital reference services of library is still being behind, and is lack of scientific and systematic evaluation system. The study of the digital reference services of library is urgent and of positive significance on the background of information technology's vast development.Firstly, this paper analyzes the digital reference services' theory systematically and introduces the influencing factors of digital reference services of library. Secondly, it establishes the principles of the evaluation system of digital reference services of library on the base of consideration of the situations of library digital reference services in our country, and then devises a new evaluation system of digital reference services ,which is appropriate to Chinese libraries, including the indexes of reference services system, reference process, costs &benefits, reference services management and customer satisfaction by the method of analytic hierarchy process of digital reference service's quality evaluation based on the points of users, managers and experts. Finally, it applies this evaluation system to the library of Northeast Forestry University to testify the rationality and practicability of the evaluation system. At the same time it puts forward the corresponding measures such as strengthening information development, cooperative digital reference services, establishing evaluation & incentive system and performing the system of costs &benefits on the basis of the above analysis in order to enhance the services quality of digital reference services of library.