读者满意度影响因素调查研究——以三所师范类院校为例

The Survey and Research of the Influencing Factors of Reader Satisfaction——Choosing Three Normal Universities as the Examples

本文运用实证研究的方法,选取三所师范大学图书馆的900名读者作为样本,通过问卷调查的形式对影响读者满意度的因素进行了调查分析。调查结果显示,读者所需文献的可获得性、图书馆的人文环境和图书馆的自然环境是影响读者满意度最关键的3个因素。图书馆应该进一步强化读者研究,并建立一个基于读者满意度的图书馆工作评价考核体系来改进工作,提高读者满意度。

This paper has chosen 900 readers in libraries of normal universities as samples, used the empirical research method, surveyed and analyzed the influencing factors of reader satisfaction through questionnaire survey. The results of the survey demonstrate that, the availability of desired literatures, humanistic environment and natural environment in library are the most influential factors for reader satisfaction. Staff in libraries should strengthen reader study and establish a reader-sat- isfaction-oriented evaluation system in order to improve service quality and reader satisfaction.