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论文编号：	11325
作者编号：	1120120804
上传时间：	2019/12/12 10:28:32
中文题目：	大学图书馆服务的成效评估模型研究
英文题目：	Research on Outcomes Assessment Model of Chinese Academic Library’s Service
指导老师：	柯 平 教授
中文关键字：	大学图书馆；服务成效；成效评估；评估模型
英文关键字：	Academic Library; Service Outcomes; Outcomes Assessment；Assessment Model
中文摘要：	大学图书馆作为高等教育的三大支柱之一，发挥着越来越重要的作用。对大学图书馆进行评估，是改善管理、提升服务质量和服务效果的重要手段，为大学图书馆的发展提供方向和指引。评估大学图书馆服务的方法，一段时期以来，以绩效评估为主，着重考察大学图书馆在经费投入与产出上的比例，通过资源配置效率来评估大学图书馆的服务质量。大学图书馆的服务绩效评估注重考察图书馆的服务能够满足用户需求的能力，并没有考虑到大学图书馆的服务所给用户带来的影响的评价。成效评估注重从用户的角度，评估用户在接受图书馆服务之后所产生的影响和改变，注重的是服务的价值和效果评估。因为这种影响和改变是很难量化的，而且不好测度，因此，引起图书馆学理论与实践界的普遍关注。以美国为例，在大学图书馆成效评估的研究和实践中，美国的图书馆学会和其下属的研究图书馆学会，以及美国大学和研究图书馆协会充分发挥行业协会的引领作用，适时地开展了一系列大学图书馆成效评估相关研究和实践活动。1998年《学术图书馆成效评估报告》公开发表，2000年《高等教育信息素养能力标准》得以发布，2015年ACRL又发布了《高等教育信息素养框架》，推动大学图书馆的成效评估研究和实践活动得到快速发展。大学图书馆的服务成效评估在我国图书馆界还是一个比较新的研究领域，还有很多理论和实践问题需要进行更深入地研究和探索，本研究在文献梳理的基础上，借鉴国内外成效评估的理论和实践经验，结合专家法构建了我国大学图书馆的服务成效评估模型：投入-沟通-成效三维因素模型，其中，投入维度包括大学图书馆的服务能力和用户参与两个子维度。成效维度采用直接成效和间接成效二分法。沟通维度主要包括图书馆和用户的外部沟通以及图书馆的内部沟通。通过问卷调查法和访谈法对服务成效评估模型进行了验证，以期为我国大学图书馆服务成效评估的实践提供理论指导。研究结果表明，用户对图书馆服务的利用存在差异，对基于资源的利用情况较好，比如馆藏资源的借阅，电子数据库的使用等，对以上服务的满意度也较高。对基于人力资源的服务，如培训讲座、信息素养课程、咨询馆员等服务的利用率偏低，但满意度也比较高。经过对调研数据进行单因素方差分析和卡方分析发现，用户参与程度(频率和时长)的不同会对用户成效有显著影响。用户对图书馆服务的使用频率和时长与用户成效之间存在正相关关系。另外，沟通变量会对用户服务成效产生影响作用。通过访谈调查也证实图书馆的内外部沟通对用户成效有显著影响作用。本研究的创新之处，在研究视角上，从用户的角度评估大学图书馆的服务成效，并从投入、沟通和成效三个维度构建了大学图书馆服务成效评估模型，为大学图书馆服务质量评估提供了新的研究视角，为大学图书馆服务成效评估的研究和实践活动提供了理论模型。其次，在研究方法上，同时运用问卷法、访谈法和关键事件法对学生用户和教师用户开展了服务成效的调查研究，丰富了大学图书馆服务评估的方法和工具。图15幅，表39个，参考文献185篇。
英文摘要：	As one of the three pillars of higher education, academic library plays an increasingly important role.Evaluation of academic library is an important means to improve management and service quality or service effect, and provide direction and guidance for the development of academic libraries. Performance evaluation has been the main method of evaluating academic library services for a period of time. The performance evaluation focuses on the proportion of academic libraries’ input and output, and evaluates the service quality of academic libraries through the efficiency of resource allocation. The performance evaluation on the academic library’s service focuses on the ability of the library to meet the needs of users, without considering the impact on users by using the academic library’s services. The outcomes assessment, from the perspective of users, focuses on assessing the impact and changes that users will have after receiving library services, it emphasises the service value and effect.Because this kind of influences and changes are difficult to quantify and measure, it has aroused widespread concern in the field of library science theory and practice. The American Library Association , the Association of Research Libraries and the Association of College & Research Libraries have taken a leading role in relative research and practice about academic library’s outcomes assessment. In 1998, “Task Force on Academic Library Outcome Assessment Report” was published, the “Information Literacy Competency Standards for Higher Education” were released in 2000.And in 2015 ACRL released “Framework for Information Literacy for Higher Education”, which promoted the rapid development of the outcomes assessment research and practice activities in academic libraries. Academic library’s service outcomes assessment, in our country, is still a relatively new research domain, there are many theoretical and practical problems needed to be further clarified and explored.In this study, on the basis of literature review, the evaluation theory and practical experience at home and abroad for reference, combining with Delphi method to build the service outcomes assessment model of academic library:Input - Communication –Outcomes Model.The Input dimension includes the library service capability and user participation. The Outcome dimension includes the direct outcomes and the indirect outcomes.Communication dimension mainly includes external communication between library and users and internal communication between library leaders and librarians.The service outcomes assessment model is verified by questionnaire survey and interviews, which provides theoretical guidance for the practice of academic library’s outcomes assessment. The research results show that there are differences in users' utilization of library services.Resource-based services have good utilization, and with relatively higher satisfication.The utilization rate of human resource-based services, such as training, lectures, information literacy courses and consulting librarians, is relatively low.After the single-factor anova and chi-square analysis of the survey data, it shows that the degree of user participation (frequency and duration) has a significant impact on user outcomes.There is a positive correlation between the frequency and duration of utilization of library services and users' outcomes.In addition, communication variables will have an impact on user outcome.The interview surveys also confirme that the library’s service capability and communication factor have a significant impact on user outcomes. The innovation of this research：first is the perspective of research.The paper evaluates the service outcomes of the academic library from the perspective of users,and construct the outcomes assessment model from three dimensions: input, communication and outcomes, which provides a new research perspective and a theoretical model for the research and practice of outcomes assessment. Secondly, in terms of research methods, the paper uses questionnaire method, interview method and key event method to investigate the service outcomes of students and teachers, and enriches the methods and tools for the assessment of academic library services.
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