The Research Of Service Quality Evaluation System In University Libraries Based On Climatequal^TM

As public welfare information service institutions, service is the starting and ending of libraries’work. Service quality is a measure of libraries’management, determining the overall operation of them. So how to improve the service quality has been becoming the focus of library building at present. With concerning about the quality of service, library service quality assessment and management of the library has also been becoming hot and attented.The previous research of library service quality evaluation system mostly concentrates in library preservation, equipment, premises and other hardware conditions. As the management philosophy of "people first" prevails, research of assessment of library service quality shifts to user satisfaction evalution. However,"people first" contents not only users, but also librarians. Librarians are the first resource of libraries, using and dominating other resources. Their working enthusiasm, activeness largely determines the quality of service provide to users. If a library wants to improve librarians’service quality, the first thing is that it needs to improve librarians’satisfaction. Therefore, library service quality evalution can be researched at the point of librarians’satisfaction. Looking at the research about library service quality evalution in China, there is no relevant system. This paper introduces the service quality evalution system:ClimateQUALTM, which is proposed by the Association of Research Libraries (ARL), then probes its applicability in our libraries and modifies it through literature survey and data analysis, and finally makes an empirical study. This paper can be divied into the following sections:Firstly, this paper describes the research’s background, purpostion and meaning, related research and studies, then it introduces ClimateQUALTM, the organizational climate and diversity assessment system with detailing its origin, contents and application and the effection to librarians.Secondly, given the the political, economic, and cultural factors influence on library construction library climate, and management of human resources, this paper compares the characteristics and differences of American libraries’climate and Chinese libraries’climate. On this basis, it uses the Delphi method to modify the original system of ClimateQUALTM. Then it can be adapted ti the actual situation of our libraries.Thirdly, this paper selects a "985" University Library, a "211" University Library, an ordinary University Library to do empirical research on vertical comparison of the three libraries and horizontal comparison between them, finding out that the three libraries are good at "demographic diversity" and "task engagement" but oppositely at "deep diversity" and "excitation and competition", then analyes them.Finally, the empirical results are fed back to the three university libraries’leadership to get the evaluation of them and further validate the applicability of the modified ClimateQUALTM. On the other hand, feedback information can ask libraries’leaders for advice about how to improve library climate at the point of librarians and how to improve library service quality. For example, it’s necessary to strengthen the climate for organizational justice, create "harmonious library" and scientific, effective incentive system.