24-Hour Service Quality Evaluation System of a Self-Service Library under the Background of Normal State of COVID-19 Epidemic Prevention and Control

Abstract

[Purpose/Significance] To analyze the factors affecting the quality of 24-hour self-service library service under the background of normal state of COVID-19 epidemic prevention and control, and to perform comprehensive and reasonable evaluation. It is of certain guiding significance for self-service libraries to deal with possible public health emergencies in the future. [Method/Process] Through semi-structured interviews, using root theory, combining the characteristics of 24-hour self-service libraries, and from the aspects of literature resources, physical environment, system function, interaction quality and management level, we selected 21 indicators to build service quality evaluation index system, and used hierarchical analysis to determine the weight of various indicators, form a calculation formula of self-service library comprehensive score under the background of normal state of epidemic prevention and control. Finally, two 24-hour self-service libraries were selected for the empirical study. [Results/Conclusions] Under the background of normal state of COVID-19 epidemic prevention and control, and on the basis of ensuring the quality of their information resources, self-service libraries should pay attention to the environment in the libraries, improve management efficiency, and do a good job in daily maintenance.

Keywords

• normal state of covid-19 epidemic prevention and control|24-hour self-service library|quality of service|evaluation system