基于双因素理论高校图书馆满意度研究.docVIP

PAGE 中国最大的论文知识平台 内 容 摘 要 国内外的专家学者在顾客满意度基本理论和测评方法方面已经取得了一定的研究成果。目前的很多研究都集中在工业企业和一些服务机构上，对于高等院校图书馆这一类比较特殊机构的研究却是少之又少，从双因素理论方面来研究提高图书馆满意度的研究就更加少了。但是，知识经济的到来和高校的迅猛发展，高校图书馆的服务质量问题受到了越来越多的关注。 本文通过参照国内外学术界在顾客满意度领域研究中的一些基本理论和测评方法，并且结合高校图书馆自身的服务特点，对浙江科技学院图书馆服务的顾客满意度问题做了初步的研究。 本文首先基于赫兹伯格的双因素理论，结合顾客满意度理论和顾客满意度指数模型，构造出本文研究工作的基本框架，通过对读者进行问卷调查，对调查结果进行整理、统计和分析，最后针对高等院校图书馆的特点对提高图书馆服务质量提出相应的对策。 关键词：高校图书馆、顾客满意度、双因素理论、对策  ABSTRACT The experts and scholars in the world have gained many achievements in the study of customer satisfaction both on basic theory and on measurement. Currently, many studies have focused on the industrial enterprises and on a number of service agencies, the research concerning special institutions such as university library’s services is few, the research to improving Customer Satisfaction in University Library based on Two Factors Theory is fewer. However, with the knowledge economy’s coming and the rapid development of universities, university library service quality is catching more and more attention. Referencing to domestic and international academic research in the field of customer satisfaction in some of the basic theory and evaluation methods, and combining the characteristics of University Librarys own services, the paper makes a primary study on CSD of the library of Zhejiang University of Science and Technology. First of all, based on Herzberg’s Two Factors Theory, this paper has a Combination of customer satisfaction and customer satisfaction index model theory. Then the paper designed, distributed, recycled readers’ questionnaires, collated the survey results, statistics and analysis the survey. Finally, this paper offered some suggestions on polices to improving the service of library according to the Characteristics of the University Library. KEYWORDS：the University Library，Customer Satisfaction Degree, Two Factors Theory，Counter-Measure 正文目录 TOC \o 1-3 \h \z \u HYPERLINK \l _Toc290062624 1、引言 PAGEREF _Toc290062624 \h 1 HYPERLINK \l _T