图书馆服务质量评价特征及补救策略

在分析图书馆服务质量的基础上，从用户感知的服务质量和用户满意度这一新视角分析图书馆服务质量及其评价标准特征。认为用户感知的服务质量包括两个方面：服务的技术质量和过程的职能质量，图书馆的服务质量等同于用户满意度。基于对服务质量的评价，提出服务补救策略实施的具体运作方法。

Features of the Library Services Quality Evaluation and It's Remedial Measures

On the basis of the library services quality analysis, and by using the concepts of perceptible service quality and satisfaction degree of the users, the paper shows a new approach to evaluate the library service quality. It is said in this paper that the library service quality ought to be equal to the satisfactory degree of the users, and the user' s perceptive service quality contains technical and functional qualities provided during library services. Based on the evaluation of service quality, the paper puts some service remedial measures, which are considered as inevitable ways to promote the service qualities.