| 从SERVQUAL到LibQUAL＋的发展与启示 |
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| 引用本文： | 郭翠英,杨广锋.从SERVQUAL到LibQUAL＋的发展与启示[J].农业图书情报学刊,2010,22(1):5-8,19. |
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| 作者姓名： | 郭翠英 杨广锋 |
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| 作者单位： | 北京邮电大学图书馆,北京,100876 |
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| 摘 要： | SERVQUAL依据质量差距理论,构建了一个基本的服务质量测评框架,但也存在评价片面、有效性低和缺乏动态性等不足。LibQUAL＋借鉴SERVQUAL的基本思想,在问题陈述、问卷设计、评价方法上又进行了突破。这个发展过程具有重要的方法论意义。
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| 关 键 词： | SERVQUAL LibQUAL＋ 服务质量评价 用户满意度 |
Development from SERVQUAL to LibQUAL+ and Its Enlightenment |
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| GUO Cui-ying,YANG Guang-feng.Development from SERVQUAL to LibQUAL+ and Its Enlightenment[J].Journal of Library and Information Sciences in Agriculture,2010,22(1):5-8,19. |
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| Authors: | GUO Cui-ying YANG Guang-feng |
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| Institution: | Library/a>;Beijing University of Posts and Telecommunications/a>;Beijing 100876/a>;China |
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| Abstract: | Based on the GAPS Model,SERVQUAL provides a framework for the service quality evaluation.However,it has some deficiencies,such as focusing on the function quality,the low reliability & validity,and lack of varieties.LibQUAL+ is one of the implications of SERVQUAL,while,it develops this method in the core items,survey questionnaire,and the evaluation procedures.This development gives more enlightenment to the evaluation methodology. |
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| Keywords: | SERVQUAL LibQUAL+ service quality evaluation customer satisfaction index |
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