The Construction And Application Research Of Library Service Quality Evaluation Model

The library as the cultural propagation center and the knowledge treasury is the important basic point for the establishment of knowledge harmonious society. At present, the domestic library is still quite weak in the research of the library service quality evaluation. With the unceasing development of market economy, the library service quality seriously restricted the library to develop and to perfect unceasingly. Therefore, it is urgent to construct a service quality evaluation model which is suitable for the native libraries to provide certain theoretical basis for the perfection and development of our country library service. Under the support of national social science fund called the research of library service quality evaluation system, this paper did deep researches in service quality, and comprehensively used the quantitative and qualitative method to construct a library service evaluation model to suit our country according to library characteristics and the realistic condition of our country. The main work and conclusion of this paper research was as following.Firstly, we discovered that the existing evaluation model nearly has not considered the technical quality by analyzing the library service quality evaluation models. Based on the massive literature research and the empirical study, simultaneously unified the characteristics of native libraries, the paper proposed a multi-dimension and multi-layered structure model for library service quality evaluation by integrating technology quality and functional quality, and verified the model by using the method structural equation. The findings indicated that this evaluation model has the good fitting and high reliability and validity, and it is suitable for the domestic library service quality evaluation.Secondly, in the foundation of theoretical model research, an investigation of our country’s libraries was been carried based on the modified SERVQUAL. Through the data analysis, the reader opinion feedback, and the literature research as well as the expert interview, two pairs of indicators in the primitive modified SERVQUAL meter were merged, seven indicators which were not suitable were deleted, and four functional quality indicators which have the native library characteristics were added. The paper used the adjusted modified SERVQUAL to measure the functional quality. Through the literature research, two dimensions that ’ the library environment’ and ’the resources obtainment’ were obtained to reflect the technology quality as its two sub-dimensions.Thirdly, some native libraries’ unique factors were been digested and absorbed from the angle of unifying the technical quality and the functional quality. After questionnaire survey and empirical study, we designed the questionnaire based on literature search and experts and readers interview, and then constructed the indicator system of native library perceived service quality with five dimension and twenty-six measurement indicators by the experts’ group discussion. Finally, by using the investigation data, this paper selected the indexes and confirmed the scale’s validity from reliability, validity and so on. The results indicated that the indicator system was a suitable tool for library appraisal with good reliability and validity, and it can provide evidence for promoting the development of library service quality.Lastly, the paper did some application researches by the evaluation model, analyzed the present situation of our country’s library service quality, and proposed some corresponding improvement measures.The innovations of this research mainly manifest in presenting a multi-dimension and multi-hierarchy library service quality evaluation model which integrated the technical quality and functional quality, and in the foundation of the theoretical model research, this paper constructed a measuring target system of native library perceived service quality with 5 dimension and 26 measurement indexes. All of these laid a foundation for the evaluation and development of our country’s library service quality.