Study On Service Quality Evaluation Of The National Agricultural Library Based On User Satisfaction Degree

Service is an eternal topic of library which exists for the users. The libraries pay more attention tothe study of the library service quality evaluation in China during recent years. As the only professionalagricultural library in China, National Agricultural Library had never done it.Based on the user satisfaction theory, by four methods including literature survey, questionnaireinvestigation, interview investigation and quantitative analysis, using LibQUAL+TMfor reference thatwas promoted by the Association of Research Library(ARL), this paper built LibQUAL model systemwhich was suitable for evaluating National Agricultural Library and took user group as the basicinvestigation object to evaluate. The questionnaire had four parts. The first part had five questions aboutusers' characteristics. The second part included four service levels and24indexes, which were librarians,service effect, library environment and library resources. The third part was the importance ranking offour service levels. The fourth part had two open questions.In view of four service levels, the best satisfaction for user was librarians(index1,2,3), and thebest dissatisfaction for user was service effect(index6,8,10), then library resources(index16).Usersapproved librarians' labor pay in National Agricultural Library, including spiritual style, good mannersand essential basic knowledge of librarians. Because of low user satisfaction degree in service effect andservice promptness, we will increase service level to satisfy users' demand which had characteristics ofpersonalization, variety, shortcut and depth. Users paid minimum attention to index13and paidmaximum attention to index3and23. Users paid attention to cultivation and skill of librarians.Librarians should improve professional quality to provide better service by enhancing learning. TheNational Agricultural Library will improve NAIS platform and achieve the style at one stop retrieval.According to the analyzed result, we suggested improving service quality from four aspects whichwere optimizing resource allocation, upgrading service effect, improving library environment andincreasing the comprehensive skills of librarians. In the future, we will pay attention to users'information service demand continuously, strengthen the collection of users' suggestion and handle intime, strengthen qualitative analysis and quantitative analysis of service work, and upgrade meticulousdegree, quality and effect of service.