高校图书馆读者满意度测评研究.pdf

Abstract It is libraries’ ultimately tenet to offer documents information services with high quality, and elevating readers’ satisfaction with library services is also college libraries’ important act to improve and advance their service strategies as well as service quality. To meet multiplex information needs of readers during mode transformation processes on libraries’ service content, method and means, it becomes a new topic to adjust the criterions of evaluation for college libraries to strengthen their service quality evaluation. As a core idea of modern quality management, customer satisfaction has already been a key factor for enterprises to win competitive advantages and maintain their sustainable development, it becomes a typical method on customer satisfaction research to construct Satisfaction Index Model according to some interrelated theories and evaluate demonstration data with an application of Structural Equation Model (SEM) at present. And this paper aims to apply the method system to college library service quality evaluation, and found a set of theories and methods to evaluate readers’ satisfaction in college libraries from the view of readers’ as well as characteristics of library itself. The main contents of this study are as follow: First, begins with researches on readers’ satisfaction of college library in existence both abroad and at home, the paper analyzes its developing process, characteristics and deficiencies, and puts forward the main methods and contents of this paper. Based on reviewing relative theories of customer satisfaction, it makes deep analysis on the weighty status of readers in library working as well as the inscapes during reader service processes in college libraries, int