Research On Service Quality Evaluation Based On The Insync Surveys In University Libraries

With the development of social science and technology and the improvement of the national literacy, great changes have taken place in the requirements of library users, a huge number of new elements have promoted the change of the library such as the role positioning, service concept and business concerns, it will gradually realize the thought transferring from the "book-focus" to the "human-focus". With its unique natural advantages, library service quality evaluation has been more and more important and become a new hotspot in the research of the scholars. Taking concern about this, the author has chosen the university library which has close ties to itself as the research object to study the university library service quality evaluation from the Insync Surveys perspective.Through the comparative research and analysis of Insync Surveys and LibQUAL+TM model, The study found the high applicability of Insync Surveys model on the university library service quality evaluation, under the guidance of this perspective, the author has improved the model of university library service quality evaluation, blended in the local elements of "humanistic care", then combed the evaluation dimensions and indicators, ultimately established the model of research like: "5+1 "dimension as:"communication, service delivery, facilities, librarians, information resources+humanistic concern"and indicators as"27+4".Based on the study model, the author selected Nanjing university library as the research object, carried out the research design and empirical analysis by issuing and collecting questionnaire, then made data processing and detailed analysis from the different service dimensions and level indicators, based on this the author made the conclusion as follows:The overall evaluation like this:Most users of the Nanjing university library have given a good evaluation to current service, they described the university library as: comfortable environment, well-equipped, abundant information resources and it has accompanied them to enjoy a lot of beautiful campus time, and they have a confidence for the perfect future of library service quality.On this basis, the author finally summarized 12 proposals which aimed at Nanjing university library’s service quality improvement, mainly involves in four aspects: information resources (IR), equipments and facilities(FE), service delivery (SD) and humanities concern(HC).In addition, the author also puts forward five suggestions for university library service quality improvement which making hope to inject some fresh vitality to the development of university library, such as:1.Strengthen the construction of the infrastructure and scientific allocation of library resources; 2.Select high quality books to improve collection amount of the classic books with the pursuit of quality of books; 3.Enhance readers’ responsibility consciousness, formulate rational and effective reader behavior articles of association; 4.Reinforce the management of book effective circulation; 5.Explore the tendency of emerging disciplines and replenish emerging interdisciplinary collection timely.