施国洪,岳江君,陈敬贤.我国图书馆服务质量测评量表构建及实证研究[J].中国图书馆学报,2010,36(4): |
我国图书馆服务质量测评量表构建及实证研究 |
Chinese Library Service Quality Evaluation Scale Construction and its Empirical Study |
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DOI: |
中文关键词: 图书馆服务质量,SERVQUAL,技术质量,功能质量,验证性因子分析 |
英文关键词: Library service quality,SERVQUAL,Technical quanlity,Functional quality,Confirmatory factor analysis |
基金项目:本文系国家社会科学基金项目“图书馆服务质量评价体系”(项目编号:08BTQ010)研究成果之一。 |
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中文摘要: |
在修正的SERVQUAL基础上,从技术质量和功能质量相结合的角度出发,消化吸收我国本土图书馆的一些特有因素,经过问卷调查和实证研究,在文献研究和专家读者访谈的基础上设计了问卷,最后由专家小组讨论确定了5个维度26个测量指标的本土图书馆感知服务质量测评量表,利用调研数据对指标进行了筛选,并从信度效度等方面对量表进行了验证。结果表明:量表具备较好的信度和效度,是适合图书馆评价的工具,为促进图书馆服务质量的发展提供了一定的依据。表6。参考文献37。 |
英文摘要: |
Based on the revised SERVQUAL, the authors consider some locally unique factors of China and integrate technical quality and functional quality. After questionnaire survey and empirical study, they designed a questionnaire based on literature research and interviews with experts and readers, and then constructed a scale of native library perceived service quality with 5 dimension and 26 measurement indexes according to the experts group discussion. By using the investigation data, this paper selects the indexes and confirmed the scales validity from reliability, validity and so on. The results indicate that the scale is a suitable tool for library appraisal with good reliability and validity, and it can provide evidence for promoting the development of library service quality. 6 tabs. 37 refs. |
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