The Impact Of Organizational Climate On Service Quality In Academic Libraries

Facing with the impact of network and search engines, and database vendors’ competitions,academic libraries are at risk of increasingly being marginalized.So looking for effective service quality management methods, improving service ability and service level is the key point of libraries’ attention.At present, service quality research from users’ feedback perspective is valued universally and relatively deep, while research from the staff-driven service quality perspective is relatively rough and lack of the thorough study. Association of Research Libraries focus on the evaluation of organization climate and recommend assessment tool ClimateQUAL,which provide a reliable basis for service quality management in academic libraries.Inspired by this,this study analyzes organization climate impacts on service quality, so as to provide theory and policies support for improvement of service quality in chinese libraries.This study aims to investigate the relations between organizational climate and service quality in academic libraries,including the possible mediating of employee performance.lt also sets to ascertain the key factors to improve service quality while considering Chinese cultural background. Having made an extensive literature review,this paper brings forward the concept model and theoretic hypothesis.In addition,according to statistics obtained by questionnaire survey,we test the proposed theoretical model and the hypothesis by means of SPSS statistical software and SEM(structural equation model).The results indicate that there is a significant positive relationship between organizational climate and service quality.That is the dimensions of interpersonal relations and growth space,which all effect the variable of employee performance.Moreover, the dimensions of task performance and citizenship performance directly and indirectly affect librarians’ services.In addition,employee performance plays a mediator effect between organizational climate and service quality,but the mediator effect is variable for the different dimensions of organizational climate.Task performance is as a mediator between growth space and librarians’ services,while citizenship performance is as a mediator among interpersonal relations,the growth space and librarians’ services.According to the study results, on the one hand, the theoretical contributions of this paper are to analyze the mediator effect of employee performance between organizational climate and service quality,constructing the influence model of organizational climate on job performance and service quality,enriching research contents of service quality management in academic libraries.On the other hand,the practical implications of this paper are to suggest measures in order to improve employee performance by improving librarians’ qualities and organization climate.