期刊论文

Research on Service Quality Evaluation of Academic Library Makerspace Based on SERVQUAL Model

中文

大学图书馆学报

1002-1027

2023

41

03

51-62

10.16603/j.issn1002-1027.2023.03.007

本校为第一机构

量化评价高校图书馆创客空间服务质量，可客观揭示服务薄弱要素，为服务内容和方式改善提供依据，也可为评价指标体系构建提供参考。文章引入SERVQUAL模型，结合高校图书馆创客空间服务特点，对照有形性、可靠性、保证性、响应性和移情性5个一级指标修正量表；面向高校图书馆创客空间用户开展问卷调查和访谈。研究发现各指标所考察的服务均存在期望感知差距：有形性和可靠性最突出，保证性和移情性次之，响应性相对良好。结合差值与访谈结果分析原因，提出优化策略：兼顾多源经费投入与空间定位，优化资源配置与空间布局；创新交互形式以凸显空间价值，构建内外协同的服务团队；保障馆员专业素养...

Quantitative evaluation of academic library makerspace s service quality helps to objectively reveal the weakness of the service,which can provide references for the improvement of service content and mode,and the construction of service quality evaluation system.The SE...MORE Quantitative evaluation of academic library makerspace s service quality helps to objectively reveal the weakness of the service,which can provide references for the improvement of service content and mode,and the construction of service quality evaluation system.The SERVQUAL model is introduced,with the scale revised ac...