全部 标题 作者
关键词 摘要

OALib Journal期刊
ISSN: 2333-9721
费用:99美元

查看量下载量

相关文章

更多...

我国图书馆服务质量测评量表构建及实证研究

Keywords: 图书馆服务质量,SERVQUAL,技术质量,功能质量,验证性因子分析

Full-Text   Cite this paper   Add to My Lib

Abstract:

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。

References

[1]  Buttle F,SERVQUAL:Review,critique,research agenda,European of Marketing,1996(1).
[2]  Binter M J;Boom B H;Tetreault M S,The service encounter:Diagnosing favorable and unfavorable incidents,Journal of Marketing,1990(1).
[3]  Gronroos C,A service quality model and its marketing implications,European Journal of Marketing ,1984, 18(04).
[4]  Parasuramn A;Zeithaml V A;Berry L L,A conceptual model of service quality and its implications for future,Research Journal of Marketing,1985.
[5]  Donthu N;Yoo B,Cultural influences on servicequality expectations,Journal of Service Research,1998(2).
[6]  Orwig R A;Pearson J;Cochran D,An empirical investigation into the validity of SERVQUAL in the public sector,Public Administration,1997.
[7]  Nagata H;Satoh Y;Gerrard S,The dimensions that construct the evaluation of service quality in academic libraties,Performance Measurement and Mertrics,2004(2).
[8]  Brady M K;Cronin J J,Some new thought on conceptualizing perceived service quality:A hierarchical approch,Journal of Marketing,2001(7).
[9]  Griffin A;Hauser J R,The voice of the customer,Marketing Science ,1993, 12(01).
[10]  任馨,章云兰,金中仁.图书馆服务质量评价新模式--从SERVQUAL到LibQUAL+[J].情报杂志,2002(7)
[11]  Cook, Colleen ;Heath, Fred M,Users\' perceptions of library service quality: a LibQUAL+ qualitative study,Library trends ,2001, 49(4).
[12]  Yap D;Gable G G;Chan T,Towards global service quality dimensions:an exploration of commonality in Service Quality Measurement across industries,Toowoomba,2007.
[13]  Donnelly M;Shiu E,Assessing service quality and its link with value for money in a UK local au-thority\'s housing repairs service using the SERVQUAL approach,Total Quality Management,1999(4).
[14]  Fujun Lai ;Joe Hutchinson ;Dahui Li ;Changhong Bai,An empirical assessment and application of SERVQUAL in mainland China\'s mobile communications industry,International Journal of Quality & Reliability Management,2007, 24(3).
[15]  Furrer O;Liu B;Sudharshan D,The Rehrtionships be-tween culture and service quality perceptions,Journal of Service Research,2000(4).
[16]  Churchill G A Jr,A paradigm for developing better measure of marketing constructs,Journal of marketing Research,1979(15).
[17]  钱佳平.基于SERVQUAL的大学图书馆信息服务质量测评体系的研究与设计[J].大学图书馆学报,2001(4)
[18]  侯杰泰;温忠麟;成子娟,结构方程模型及其应用,北京:教育科学出版社,2004.
[19]  Anderson JC;Gerbing DW,Structural equation modeling in practice: A review and recommended two-step approach,Psychological Bulletin ,1988, 103(03).
[20]  Mcalexander J H;Schouten J W;Koenig H F,Building brand community,Journal of MARKETING ,2002, 66(01).

Full-Text

Contact Us

service@oalib.com

QQ:3279437679

WhatsApp +8615387084133