基于PZB模式的图书馆服务品质与满意度调查分析

摘要

Surveying library services based on the PZS service quality theory contributes to analyzing the importance and satisfaction of reader service quality, and computing gap values of service quality. Investigation into the service quality of Shanghai International Studies University Library based on PZB mode shows that its librarians have high professional quality and service level, its building and environment are popular with readers. However, there are also some gaps of service quality in Shanghai International Studies University Library, which should be improved through perfecting printed collections of main subjects, strengthening the popularization and usage guidance of electronic resources, and compiling detailed introduction and operation manuals.%采用PZB服务品质理论对图书馆服务进行调查，有助于分析读者服务品质的重要度及满意度，计算服务品质的缺口值。基于PZB模式对上海外国语大学图书馆服务品质调查发现，该馆馆员具有较高的职业素养和优质的服务水平，新馆建设和图书馆环境布置比较受读者欢迎，但同时存在服务品质缺口，需通过改善重点学科的纸质馆藏、加强电子资源推广及使用指导、制订详细的介绍及操作手册等方法加以改进。