| 7差距模型在提高读者满意度中的应用研究 |
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| 引用本文： | 朱永武.7差距模型在提高读者满意度中的应用研究[J].南京航空航天大学学报(社会科学版),2010,12(4):47-50. |
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| 作者姓名： | 朱永武 |
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| 作者单位： | 南京航空航天大学图书馆,江苏南京,210016 |
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| 摘 要： | 读者满意度是读者对图书馆资源和服务的期望与实际情况的对比,是检验一个图书馆服务工作的试金石。服务质量差距模型是一种基于服务质量差距分析的综合模型,该模型整合了服务的产生和提供过程中的可能差距,通过分析差距成因来找到缩小服务差距的方法,提高服务质量。该模型为改善图书馆的服务质量,减少服务质量差距,提高读者满意度,提供了一个新的思路和框架。
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| 关 键 词： | 服务质量 7差距模型 读者满意度 图书馆 |
Application of 7-Gap Model in Improving Readers＇ Degree of Satisfaction |
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| ZHU Yong-wu.Application of 7-Gap Model in Improving Readers＇ Degree of Satisfaction[J].Journal of Nanjing University of Aeronautics & Astronautics(Social Sciences),2010,12(4):47-50. |
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| Authors: | ZHU Yong-wu |
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| Institution: | ZHU Yong-wu(Library,Nanjing University of Aeronautics and Astronautics,Nanjing,Jiangsu 210016,China) |
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| Abstract: | Readers＂ degree of satisfaction is the contrast between readers＇ expectations and actual situation about library resources and services.It is a touch-stone to test library services.The 7-Gap Model of service quality is a comprehensive method based on the gap analysis of service quality.It integrates the gap in the service,finds a way to narrow the gap between services by analyzing the causes of the gap,and improves service quality.The model provides a new mentality and the frame for improving the service quality,reducing gaps of service quality and enhancing the readers＇ degree of satisfaction. |
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| Keywords: | service quality 7-Gap Model readers＇ degree of satisfaction library |
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