摘要
采用SERVQUAL模式作为服务质量评价方法,对西南交通大学图书馆服务质量进行评价,评价结果表明,该馆所提供的服务和读者所期望的服务质量之间存在着差别。
Provides the result of a survey conducted in May- June, 2000 to measure the service quality of Southwest Jiao-tong University library.Tlie devised measuring instrument is based on SERVQUAL, a service quality survey created by Leonard L. Berry. The result shows a discrepancy in the quality of services provided by the library and those desired by customers as well as what we should do to improve our work.
出处
《图书情报工作》
CSSCI
北大核心
2001年第5期76-79,共4页
Library and Information Service
基金
本文为西南交通大学教学改革基金资助项目。
