关键词: 用户感知, 公共图书馆, 质量评价

Abstract: From the perspective of reader and librarian perception, this paper made the performance evaluation on psychological contracts between users and librarians of public library based on LibQUAL evaluation mode. The results showed that the service attitude was an important index to evaluate the psychological contracts, and insufficient librarians’ service ability led the recessive imbalance of psychological contract, and the lack of users’ learning ability increased the difficulties of psychological contract maintenance. Taking 3 public libraries in Shandong Province as the research samples, it proved that public library should apply LibQUAL evaluation model for service improvement and correction according to the actual situation, and establish sustainable and objective quality evaluation model and standards to use in practice, which could provide theoretical and practical guidance for the service innovation and service ability improvement of China’s public libraries.

Key words: user perception