学术医疗保健图书馆客户服务评估（ACSAHL）：一种衡量客户服务的工具。
Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service.
作者信息
Crossno J E, Berkins B, Gotcher N, Hill J L, McConoughey M, Walters M
机构信息
Information Resource Center, University of Texas Southwestern Medical Center at Dallas, 5323 Harry Hines Boulevard, Dallas, Texas 75390-9049, USA.
出版信息
Bull Med Libr Assoc. 2001 Apr;89(2):170-6.
OBJECTIVES
In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries.
METHODS
Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys.
RESULTS
Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results.
CONCLUSIONS
ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.
目的
在一项试点研究中，图书馆使用SERVQUAL取得了良好结果，SERVQUAL是一种备受尊重且常用的衡量客户满意度的工具。然而，SERVQUAL工具本身受到了我们调查受访者的一些严肃且有充分依据的批评。本研究的目的是测试SERVQUAL的结果与一个以SERVQUAL为蓝本修订和简化后的工具的结果的可比性。修订后的工具，即学术医疗图书馆客户服务评估（ACSAHL），旨在更好地评估学术医疗图书馆的客户服务。
方法
向在过去十二至十八个月内使用过德克萨斯州三所学术医学图书馆文献传递服务的客户发送调查问卷。ACSAHL调查问卷专门发送给德克萨斯大学西南医学中心的客户，而其他两所机构的客户群体则被随机划分，并分别提供SERVQUAL或ACSAHL调查问卷。
结果
结果表明，更多受访者更喜欢较短的ACSAHL工具，而不是更长、更复杂的SERVQUAL工具。此外，比较两份调查问卷的得分表明，ACSAHL得出了可比的结果。
结论
ACSAHL似乎在类似环境中测量相同类型的数据，但建议进行额外测试，以通过数据复制来确认调查结果，并调查该工具是否适用于不同的服务领域。
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