Introduction to some information – library service quality evaluation models based on the users’ perspectives

Abstract

     Introducing the theory in service quality evaluation based on users' opinions. Based on the readers' opinions, generating and analyzing some library service quality evaluation models which have been applied in library service environments, such as: PSQM, SERVQUAL, SERVPERF, LibQUAL. Identifying strengths and weaknesses of each model as well as proposing suggestions to build the most suitable measurement scale to evaluate the information and library service quality in Vietnam.