流动图书馆用户满意度及用户差异分析实证研究——以广东流动图书馆为例

An Analysis of Users' Satisfaction Survey Results of Guangdong Mobile Library

本研究以广东流动图书馆为例,采用用户满意度调查的实证研究方法探索了流动图书馆服务质量管理方法。本文在对广东流动图书馆服务进行用户满意度量化评价的基础上,根据用户在性别、年龄、受教育程度等8个方面的差异对服务进行了细化评价,由此为改善服务质量提出客观而全面的建议。

The author does an empirical research of mobile library＇s user satisfaction by taking an example of Guangdong Mobile Library to study mobile library＇s servie quality.This paper studies Guangdong Mobile Library＇s user satisfaction with quantitative evaluation,on basis of which the author uses SPSS to do satisfaction variation analysis of different users.The author finds out that studing users＇s satisfaction from different users＇s view could provides some more objective and comprehensive suggestions in improving mobile library＇s service quality.