图书情报知识 ›› 2015, Vol. 0 ›› Issue (6): 36-47.doi: 10.13366/j.dik.2015.06.036

• 图书、文献与交流 • 上一篇    下一篇

基于读者需求的城市公共图书馆服务质量评价模型研究——以广州图书馆为例

韦景竹,曹树金,陈忆金   

Research on Service Quality Evaluation Model of City Public Library Based on User Needs——Case Study of Guangzhou Library

摘要:

为建立适合我国现代城市公共图书馆的服务质量评价模型,本文综合利用SERVQUAL、LibQUAL和KANO模型,对广州图书馆的读者需求进行问卷调查和统计分析。研究发现,城市公共图书馆用户需求中,属于基本型需求(M)的项目包括:电子资源,纸质资源,提供读者需要的资源,有提供讨论交流的空间,环境整洁舒适,读者的个人信息和借阅记录准确保密等;属于期望型需求(O)的项目包括:音像资源,能从家/办公室获取图书馆的电子资源,有简便易用的网站、信息系统等,移动图书馆/手机图书馆,馆员乐意帮助读者,馆员快速响应读者要求,馆员始终有礼貌地对待用户,馆员具备解答用户问题的知识和技能,馆员理解用户的需求,馆员言行举止职业规范,在市图书馆,服务点及区馆等任一馆/点都可以借还所有馆/点的书刊等。属于魅力型需求(A)的项目包括:为读者提供及时的服务,馆外(如地铁站、大型社区等)设置自助借还书机,及时有效地处理读者意见和建议,开展对读者有帮助的培训课程和讲座,举办各类阅读推广活动,提供亲子阅读、少儿绘本制作、知识竞赛等少儿文化活动,设备/技术现代化等。根据满意影响力(SI)和不满意影响力(DSI)的计算,在提出的30个服务质量需求项目中,25个项目的敏感性都较大,是城市公共图书馆提高读者满意度的关键要素,城市公共图书馆可以根据SI值和DSI绝对值的大小顺序改进对应的服务。其中,SI值最高的因素为“在市图书馆、服务点及区馆等任一馆/点都可以借还所有馆/点的书刊”,而同时具有高满意影响力和高不满意影响力的因素“馆员理解用户需求”对提升读者满意度最有效益,需要予以足够的重视。本文根据需求评价结果,建立了城市公共图书馆服务质量评价模型,将读者评价的30个服务质量指标里的6个基本型需求指标、11个期望型需求指标、5个具有高敏感性的魅力型需求指标作为正式指标,5个无差异型需求指标作为备选指标,从而提出服务质量评价模型的22个正式指标及5个备选指标。

关键词: 城市公共图书馆, 服务质量, 用户需求, SERVQUAL, LibQUAL, KANO模型

Abstract:

Through combination of SERVQUAL, LibQUAL and Kano model, this article aims to construct a suitable public library service quality evaluation model for China’s modern city, by conducting a questionnaire survey and statistical analysis of Guangzhou library readers’ needs. This article finds that, among the city public library readers’ needs, an array of items belong to the basic demand (M) category——electronic resources, traditional paper resources, capability of providing of readersneed resources, provision of communication space, tidy and comfortable environment, ensurance of confidence of personal information.Some belong to the expectations demand category (O)——audiovisual resources, accessibility of electronic resources at home / office from the library, convenience of using library’s website and information system, mobile library, librarians apt to help readers, librarians ready to respond readers, librarians always polite to readers, librarians having capability and skill to help readers,librarians understanding needs of users, librarians occupying behavior norms, borrowing and returning books in the city library, any of the service point and district libraries. While others belongs to the charismatic demands (A)——timely provision of service for users, selfservice book borrowing and returning machine set at subway or large communities and other places outside the library, timely and effective processing readers’ complaints and suggestions, carrying out training courses and seminars to readers, implementing all kinds of reading promotion activities, promoting children’s activities such as parentchild reading, picturing,contests and modernization of equipment and technology. According to calculation result of satisfaction influence (SI) and dissatisfactory influence (DSI),among the 30 service quality demand items, 25 of them are proven to be high sensitive and are key elements for larger city public library to improve readers’ satisfaction and corresponding service. The highest SI value of the item is “borrow and return books in the city library, any of the service points and district libraries”, while at the same time the item having high satisfaction influence and high dissatisfaction influence is “librarians understand user’s needs” which makes it the most efficient item and worthy of being paid enough attention to improve the satisfaction degree of readers. According to the results of the user needs assessment, this article constructs service quality evaluation model for city public library,taking 6 basic demand indicators, 11 expectation indicators, 5 charismatic demand indicators with hypersensitivity as official index,with 5 indifferent demand indicators as alternative index, and finally puts forward the service quality evaluation model of 22 formal index and 5 optional index.

Key words: City public library, Service quality, User needs, SERVQUAL, LibQUAL, KANO model