2011•Journal of Guangxi Normal UniversityRequires access

Analysis of the Difference of University Library Service and Its Solutions

Lan Rong-juan

Abstract

The quality effect of readers' needs of the service in library is mainly reflected in readers' satisfaction.Reader service has its new features in the new era.There is difference between readers' expectation for the quality of library service and library's understanding of that expectation;the service quality standard established by library differs from service department's understanding of reader's expectation for it as well.Besides,the standard established is not the same as what is provided.What's more,the service quality provided by library is not in accord with what they promise during communication activities with readers;and the service quality that readers expect also differs from what they really feel.In order to improve the quality of university library services,we should change our concepts,and set up an idea of reader-first service and establish readers service information systems.

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Key concepts: Service (business), Service quality, Service design, Quality (philosophy), Order (exchange), Service desk, Computer science, Set (abstract data type)