SQE-Based Library Service Quality Management Research

As a center of literature informations’ integration and distribution, library is an important part of the social construction of spirituality and an important basis for building a knowledge-based and harmonious society. With the rapid socio-economic progress and the rapid development of science and technology, service quality becomes the bottleneck in library building so it is urgently to construct library service quality evaluation index system scientifically, which apply to Chinese libraries, as to measure library service quality comprehensively, and on the basis of systematic analysis of problems and deficiencies that discoveried through the evaluation system and then implement service quality management and improvement research, guiding library service quality upgrating comprehensively. In this study, bases on the library industry background in Chinese, uses some scientific method such as literature research, interviews, questionnaires and empirical analysis, and so on, construct a library service quality evaluation system, and bases on systematic research, carries out library service quality management study, the main research work and conclusions as follow.(1) On the basis of thoroughly study of service quality theory, this study combines with contenr of library service and the industry characteristics in our country, interprets the concept of library service quality, analyzes the constitution of library service quality detailedly, specifies the end-result of library service quality evaluation and management. Thus, enriches the theory of library service quality, laies a solid foundation for library service quality evaluation and management.(2) Draw on the successful model of SERVQUAL and LibQUAL experience, combined with our cultural background and the library industry characteristics, in-depth analyzes the elements of library users’ need in our country, thus establish a "localization" library service quality evaluation system, and it includes 26 service quality measurement indicators in 5 aspact. Through empirical research on this system, verifies the library service quality evaluation system, the results shows that the system has good reliability, validity and fitting level, has good applicability for library industry in China.(3)Based on evaluation index system of library service quality, this study selects the users as sample from 11 university libraries and 7 public libraries across the country, conducts large-scale systematic survey of library service quality and understands the situation and existing problems in our country’s library service quality in-depthly and comprehensively, reflects the whole picture of library service quality in our country objectively.(4) Arounding the users’ needs and evaluation, using related analytical tools of service quality this study conducts the scientific analysis and systematic classification against the results of library service quality evaluation. On this basis, for the identified problems and deficiencies, studies and builts library service quality improvement strategy and management mechanism in-depth, plays a guiding role for scientific management of library service quality in our country.