The Research Of Service Quality Evaluation System In Academic Library

Service is one of the essential attributes of library, the quality of which directly determines the overall level and strength of a library. The service of library is an activity related to many library elements, and it is also a functional system consisted of fundamental conditions, readers and librarians. The quality of library service depends on the quality of each factors and the interaction of them, and the change of any one of them will have a direct impact on service quality. The current researches at home and abroad about library service quality evaluation theory and method are basically about a single factor, for example, the construction of library’s fundamental conditions, the readers’ feelings, or librarians’satisfaction of library’s atmosphere and diversification and also some other aspects. However, the library service quality evaluation is a comprehensive evaluation system, and the evaluation to a certain factor or some factors is one-sided, so that it can’t investigate the quality’of library’s service comprehensively. Therefore, this paper expects to establish an evaluation system of the quality of library’s service, which includes the subjective and objective factors, such as fundamental conditions, readers and a librarian and so on; ensure the importance of each factor in library service, and it finally gives an empirical research.This paper is divided into four parts, and each part includes the context as follows:The first part of this paper firstly expounds the background, current related research at home and abroad, then the contents, the purpose and the significance of the research, and finally clears the contents, the thoughts and also the process of this paper.The second part extracts the evaluation indexes of the quality of library service from the three aspects of fundamental conditions, readers and librarians, referred to the library service quality evaluation system like LibQUALTM、ClimateQUALTM and so on. And it also adds some indexes combined with the characteristics of our country’s university libraries. Based on this, the author has chosen five experts to establish a more complete index system, using the Delphi method, and then uses the Analytic Hierarchy Process to determine the weight of fundamental conditions, readers and librarians related to the total target "quality of sendce", and also the relative weight of each factor’s index of lower level, and the author eventually establishes a comprehensive quality evaluation system adapted to the actual situation of China’s universities’libraries.In the third part, the author makes an empirical research on the libraries of Nanjing Agricultural University and Jilin Agricultural University. Thus, the author gets the objective data of fundamental conditions mainly though visiting the departments in the libraries, making an investigation of readers and librarians by the way of doing a questionnaire survey, and eventually making a longitudinal comparison between the part’s and the overall’s service quality of the library, and also a horizontal comparison between the two universities’ libraries. So that the author has found out the advantages and shortages of the two libraries’work based on the data that is analyzed, and also put forward the suggestion about the improvement of library service quality.The forth part summarizes the shortages of this research, expects more extensive related empirical researches in the future, and also the selection of more universities’ libraries to verify the evaluation system. In this paper, the author also wish the further researches to find the shortages of the theory researches and also the key problems that may not covered in practice, so that the index system can be further amended.