LibQUAL+TM 服务质量评价方法的思考与改进

LibQUAL+TM作为一种基于用户的图书馆服务质量的定量评价模型,对图书馆服务质量的控制和改进有着深远的意义。但是该模型的一些缺陷同时也影响了评价的准确度和客观性。如：①样本的随机选择导致样本有时脱离母体实际;②没有考虑用户层面“图书馆阅历”的差异,绝对平均化;③没有看到感知服务水平和期望服务水平之间的相关性。本文以对用户“图书馆阅历”的测评和分级为着眼点,尝试为以上不足提供一个参考的解决方案,同时为图书馆之间的服务质量评比提供可能。     

Factorial invariance of LibQUAL+® as a measure of library service quality over time

LibQUAL+® is an instrument purported to measure three dimensions of library service quality: service affect, library as a place, and information control. After changes were made to the instrument in 2003, however, no confirmatory factor analyses have been published in peer-reviewed journals affirming the three-factor structure of LibQUAL+®. These deficiencies were addressed by testing the hypothesized three-factor structure and the stability of that structure over time. Specifically, data from three samples (n = 550; n = 3261; n = 2103) were collected over a five-year period and analyzed using a multi-group confirmatory factor analysis. Results suggest that the theoretical model fit the data across the three samples and demonstrates factorial invariance over time. Multicollinearity between affect of service and information control, however, indicate that service quality may be measured as two dimensions rather than three, providing a more parsimonious explanation of service quality.     

国外图书馆信息服务评价的理论模型及其应用--从服务导向质量理论到LibQUAL+评价模型

图书馆信息服务评价的核心是图书馆信息服务质量评价。图书馆信息服务质量评价要依据用户的知觉和用户对服务的期望，才能准确衡量服务提供者的表现。国外图书馆界运用服务导向质量理论建立LibOUAL＋评价模型，可以准确评价用户的满意率，改进图书馆的服务工作。目前，国内已经有图书馆借鉴LibOUAL＋的评价思路和方法，通过用户调查评价图书馆服务质量，这预示了我国图书馆服务质量评价的发展方向。     

基于客户细分理论的医院图书馆服务创新

基于医院图书馆的服务对象和服务特点,采用客户细分理论,根据读者的专业特点、信息查询方式等将读者群体分为非医务人员、科研型医务人员、业务型医务人员、实习人员、病患及家属5类,并针对各类读者群体的特征,创新服务方式,采取不同的服务措施,满足其不同需求,提升读者满意度,提高图书馆服务水平。     

The core health science library in Canada

Core lists in Canada are characterized by regional differences. The lists of current importance are: (1) the British Columbia acquisitions guide for hospital libraries, (2) three Saskatchewan lists for hospitals of different sizes, (3) a core list recommended for Ontario hospitals, (4) Quebec core lists, including French language lists.     

Regional health library service in northern Ireland

The regional medical library service provided to physicians, hospitals, nurses, social workers, and health care administrators throughout Northern Ireland by the Queen's University of Belfast is described. A brief outline of the National Health Service in the United Kingdom is given, and the library service is described in terms of collections, cataloging, interlibrary loan, and reference.     

Digital reference service: trends in academic health science libraries

Two years after the initial 2002 study, a greater number of academic health science libraries are offering digital reference chat services, and this number appears poised to grow in the coming years. This 2004 follow-up study found that 36 (27%) of the academic health science libraries examined provide digital chat reference services; this was an approximately 6% increase over the 25 libraries (21%) located in 2002. Trends in digital reference services in academic health science libraries were derived from the exploration of academic health science library Web sites and from digital correspondence with academic health science library personnel using e-mail and chat. This article presents an overview of the current state of digital reference service in academic health science libraries.     

Patient education and health outcomes: implications for library service

Many librarians take an active role in patient education, for practical and ethical reasons; however, it is important to examine the effect of such activities on health outcomes. Although the rationale for patient education is that increased knowledge leads to a change in attitude that in turn affects behavior, studies have shown that this is not always true. Furthermore, other studies have shown that patient education programs by themselves have no lasting influence on patient compliance with therapy that has been linked to improved health. Librarians should examine a variety of reasons for their involvement in patient education activities. For librarians who accept improved patient compliance as a goal, specific recommendations based on literature review are made to help implement effective strategies.     

Digital chat reference in health science libraries: challenges in initiating a new service

Digital reference service adds a valuable new dimension to health science reference services, but the road to implementation can present questions that require carefully considered decisions. This article incorporates suggestions from the published literature, provides tips from interviews with practicing academic health science librarians, and reports on data from students' exploration of academic health science library Web sites' digital reference services. The goal of this study is to provide guidelines to plan new services, assess user needs, and select software, and to showcase potential benefits of collaboration and proactive and user-friendly marketing. In addition, tips for successful operation and evaluation of services are discussed.     

图书馆服务中的女性阅读研究

随着她阅读时代的来临,女性阅读正受到社会各界的关注。图书馆做为推广全民阅读的社会机构,关注女性阅读是图书馆的社会责任,图书馆的职业特征有助于推广女性阅读,通过推广女性阅读有助于全民阅读社会的建立。因此,图书馆服务要重视女性阅读的研究。     

有声图书馆:资源服务的新模式

有声图书馆的出现不仅创新了图书馆资源服务模式,而且以独特的优势在国内外图书馆界得到迅速发展,在促进图书馆服务理念更新、整合服务资源、拓展服务内容、延伸服务方式等方面起到了一定的作用.高校图书馆充分利用有声图书馆的资源,为读者提供全新的"阅听"服务体验,是图书馆资源建设和服务模式的创新.     

Computerization in a housebound library service

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