基于读者满意度可拓聚类的地方高校图书馆服务评价体系研究

Study on the Service Appraisal System of Local University Libraries Based on the Extension Clustering Method for Reader's Satisfaction Degree

针对地方高校图书馆服务的特点,对地方高校图书馆读者满意度的影响因素进行分析,构建地方高校图书馆读者满意度评价指标体系,设计了读者满意度调查表。调查表采用7个梯级对评价指标进行评判,给出了调查数据可信性的计算方法。再提出了可拓聚类的方法处理读者满意度数据,能较好地挖掘出读者对地方高校图书馆服务评价指标的满意程度。最后,通过实例验证了提出的评价体系及数据处理方法的可行性,为提升地方高校图书馆读者满意度提供了理论依据。

Based on the service characteristics of local university libraries,the influencing factors of reader＇s satisfaction degree for local university libraries were analyzed.An evaluation index system of reader＇s satisfaction degree was firstly constructed and then the investigation table of reader＇s satisfaction degree was designed,in which seven steps were used to evaluate the evaluation indexes.Then,the calculation method of the credibility for the investigated data was given out.Furthermore,the extension clustering method was also put forward to process the data of reader＇s satisfaction degree,which can better to excavate reader＇s satisfaction degree for the evaluation index system local university libraries.Finally,cases were used to prove the feasibility of the suggested evaluation index system and the data processing method,which provided the theory basis for promoting the reader＇s satisfaction degree for of local university libraries.