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The Research of Service Quality Evaluation in Academic Library

Author: CaoPeiPei
Tutor: XuYiXin；WenGuoQiang；YingJun
School: Fudan University
Course: Library science
Keywords: University Library Service Quality Evaluation LibQUAL TM SERVQUAL applied research
CLC: G258.6
Type: Master's thesis
Year: 2008
Downloads: 901
Quote: 5
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Abstract


The topics discussed extensive attention in the field of library service quality evaluation and gradual application of LibQUAL TM service quality evaluation method . Generate development , from the point of view of the university library around LibQUAL TM , the existing gaps in the improvement program , specific implementation and follow-up with a wide range of research . Expectations of the theory in the promotion of the library community to play a positive role in promoting . The article begins with mainly the status and significance of the university library community at home and abroad to carry out the service quality evaluation studies . Then two aspects described in detail some basic ideas related to the study from the University Library and the quality of service management , theory pave the way for the commencement of the article as a . And by the introduction of existing service quality evaluation methods and introduced LibQUAL TM service quality evaluation methods . The LibQUAL TM service quality evaluation method from its main produce development , existing defects , and improving program specific implementation and follow-up on five steps . First introduced LibQUAL TM birth of the background and development history , explain the LibQUAL TM what the problem . Secondly focusing analysis the LibQUAL TM applied to the problems encountered in the evaluation of the specific quality , analysis of the cause of the problem . Undertake again found the problem to try to find a suitable solution . And proposed classification as a precondition improvements to the user's \And a detailed description of the specific implementation of the improved the LibQUAL TM service quality evaluation methods . Including Introduction to the process model to evaluate the structural weight of evaluation factors determine the final statistics of the service quality ratings , as well as evaluating the results . The last stage of the follow-up evaluation of the quality of service , often encounter difficulties in the subsequent improvement of the quality of service in the past , learn from the point of view of the Six Sigma quality management methods in library management . Fudan University, for example , to explain the specific application of the Six Sigma quality management methods in the university library . Finally, economic analysis and cost control of service quality improvement process .

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CLC: > Culture, science,education, sports > Information and knowledge dissemination > Library science,librarianship > Various types of libraries > Institutions of higher learning, secondary specialized school library
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