Research On Service Quality Evaluation Of Public Library Based On PRCA

The "National reading" campaign has been running for 14 years since 2006,and reading has become a daily necessity for many people.As the main position of promoting the activity of "National reading",public libraries play an irreplaceable role in cultivating reading habits and building a scholarly society.Since January 1,2018,the law of the People's Republic of China on public libraries has officially come into force,marking a new era in China's public libraries from "quality" to "quantity".In the new era,there are both new developments and new challenges.The"supply-side problem" of public libraries inside,the rise of independent bookstores and other forms of reading space outside have all caused a great impact on public libraries.In such a special period,to improve the service quality of public libraries and to improve the satisfaction of readers has become the top priority in the future work of public libraries.Previous studies on the evaluation of library service quality include SERVQUAL model,Lib QUAL+TM model,Kano model,etc.The first two models are based on the assumption that there is a linear and symmetric relationship between service quality and readers' overall satisfaction,that is,high performance of a service quality and low performance have the same impact on readers' overall satisfaction.However,the relationship between the two is not so simple,the importance of service quality will change with its own performance,and there is an asymmetric relationship between service quality and readers' overall satisfaction.This asymmetric relationship in the field of public library has been gradually noticed by many scholars.The Kano model takes this asymmetric relation into account,but it cannot directly evaluate the quality of service and cannot provide a clear classification of quality of service.This needs a new method to evaluate the quality of library service.Based on these,this paper puts forward that the influence of "high performance"and "low performance" of library service quality on readers' satisfaction is different from each other,and then a Penalty-Reward-Contrast-Analysis based on the theory of three factors of satisfaction is proposed.It is found that asymmetric relationship exists in the field of public library,and the influence of 7 service quality performance on satisfaction is different.Then,by using the Asymmetric impact-performance analysis matrix,this paper distinguishes the seven types of service quality,and finds that library environment,library equipment,librarian quality,collection resources and system management are the basic factors,routine service and expanded service are the exciting factors,and no performance factors have been found yet.Finally,the urgency of service improvement is considered to provide reference for the library to improve service quality.This paper is divided into six chapters:the first chapter is the introduction,which introduces the background,the purpose and significance,the main content and structure,the main methods,and the innovation points of the research.The second chapter is a literature review,which introduces the principles of SERVQUAL model,Lib QUAL+TM model,Kano model and other models,as well as relevant researches.The third chapter introduces the three-factor theory of satisfaction,and then introduces the method of quantitative analysis of three-factor theory of satisfaction,Penalty-Reward-Contrast-Analysis,and Asymmetric impact-performance analysis.The fourth chapter is the research hypothesis and empirical design,proposes the hypothesis that each service quality in the field of library will have an asymmetric impact on reader satisfaction,constructs a mathematical model,and designs and distributes questionnaires.The fifth chapter is an empirical study,which carries out descriptive statistics,comparative analysis of punishment and reward,and analysis of asymmetric influence on performance,distinguishes the types of library service quality,and explains the urgency of improvement.The sixth chapter is the conclusion and prospect,which makes a retrospective summary of the research process of public library service quality evaluation,and puts forward the limitations in the article writing.