基于读者视角的公共图书馆读者满意度指标体系构建

Construction of Reader Satisfaction Index System of Public Library Based on Reader Perspective

本文通过关系管理（CRM）的商业战略作为切入点，以读者观点为基础，对公共图书馆读者满意度指标体系构建从原则、构成、测评等方面进行了研究与思考。参考文献3。

This paper, on the base of reader perspective, took business strategy in Customer Relationship Man- agement （ CRM ） as the entry point, and made analysis and exploration on the construction of reader satisfaction index system from the aspects of principle, formulation and evaluation. 3 Refs.