The Research On The Improvement Of Dalian Development Area Library's Public Service Quality

Insync Surveys,with 6 dimensions and 28 indicators,is a universal tool which measures the service quality of libraries.However,to best measure the service quality of public libraries,a modified quality evaluation model with public library's characteristics(fundamental,convenient,equal and non-profit)is established.The new model is composed of the 4 old dimensions and 25 indicators,with 4 new indicators added,2 deleted,8 merged into 3.The Dalian Development Area Public Library is studied as the research object,and the Insync Surveys attention/satisfaction evaluation tool is used to evaluate its service quality from users' point of view.The ultimate goal is to help to find the focus of service work and urgent service items to be improved.Hopefully,this study can offer some insights into the factors Influencing and strategies improving service quality of public libraries.In the empirical research part,data are collected through a questionnaire survey and the average values of readers' attention and satisfaction with each of the evaluation indicators are calculated.Through analysis,top ten indicators of attention value and the five evaluation indicators of lowest satisfaction value are calculated to find the focus of public library service.At the same time,the top ten indicators of satisfaction are found and compared with the ten indicators with the highest readers' attention.The analysis of the indicators with the highest attention but lower readers' satisfaction is also the first problem to be solved.In addition,the author's random interviews and open-ended questions and answers at the end of the questionnaire can more directly and efficiently reflect readers' opinions and expectations of the Dalian Development Area Public Library.Based on the above analysis,this paper summarized 12 main problems in public service offered by Dalian Development Area Public Library in terms of information resources,facilities,communication,librarians and service delivery.In the end,16 improvement measures are proposed to improve the quality of public services in Dalian Development Area Public Library.