Research On Service Quality Evaluation Of Higher Vocational College Library In Jinan Under The "Satisfaction Mirror" Theory

The library of higher vocational colleges is the center of school literature and information resources,which is an auxiliary institution for teaching and scientific research.The library of higher vocational colleges plays an important role in promoting the development of higher vocational education,and the ability of scientific research,and training high-quality skilled talents.The service quality of libraries in higher vocational colleges not only affects the development level of libraries themselves,but also has a vital impact on the study,scientific research,academic exchanges of teachers and students and readers,as well as the quality of education and development prospects of schools.Therefore,the evaluation of library service quality is particularly important,which is of great practical significance to the promotion of library service in higher vocational colleges and to the promotion of higher education to improve service quality.This paper by reviewing the research results of library service quality evaluation at home and abroad on the basis of the integrated use of literature analysis,questionnaire survey method,Delphi method,inductive description and deductive method and other research methods,reference service industry "satisfaction mirror" theory,the higher vocational college library service quality is divided into internal and external service quality,service quality service object is divided into internal users and external users,21 internal service quality evaluation index system is constructed and 25 external service quality evaluation index system.Then,taking the libraries of higher vocational colleges in Jinan as the research object,this paper evaluates the service quality of the internal subject librarians and external object readers by means of questionnaire and field survey,and finds out the problems existing in the service quality of the libraries of higher vocational colleges.Through the analysis,the conclusion is drawn that the external service quality of the library is at a high level and the overall satisfaction is high.However,the service quality of the library is in the middle level,and the overall satisfaction is low,which needs to be strengthened.Finally,by introducing the relevant management theory of library service quality,this paper puts forward optimization countermeasures to improve library service quality in higher vocational colleges from the perspectives of librarians and readers.The data obtained in this study will provide reference for local vocational colleges to improve library service quality and improve user satisfaction.