基于LibQUAL的图书馆服务质量实证研究＿＿＿以吉林华桥外国语学院图书馆为例

摘要

The paper takes PZB service quality model as theoretical basis, uses 21 indicators in LibQUAL scale as study contents, conducts a questionnaire survey on Jilin Huaqiao University of Foreign Languages students’ expectations and feelings of library service, and gets satisfaction degree of reader. It puts forward suggestions on improving low-evaluated services.%以PZB服务质量模式为理论基础，用LibQUAL量表的21项指标作为研究内容，就吉林华桥外国语学院学生对图书馆服务的期望和实际感受进行问卷调查，获得学生对图书馆服务的满意度。针对评价较低的服务项目提出改进建议。