图书馆读者满意度评价模型的差异性分析

Analysis on Dissimilarities Among the Evaluation Models of Library Readers Satisfaction Degree

通过文献调查,发现当前图书馆满意度评价模型主要是基于SERVQUAL、LibQUAL+^(TM)、RodskiGroup、AHP以及ACSI模型进行构建的。从各模型的发展背景、量表指标的设置与权值设置、适用性以及优缺点几个方面进行综合比较,得出各评价模型的差异性所在。研究发现,差异性最明显之处在于各评价模型的量表设置及适用性不同评价模型的测量过程和测量结果的侧重点是不同的。

Through literatures surveying, we found that the current evaluation models of library readers satisfaction are mainly built based on SERVQUAL,LibQUAL ＋ TM,Rodski Group,AHP and ACSI. This paper makes a comprehensive comparison among these models from their backgrounds, scale set, weight set, applicability as well as advantages and disadvantages. Then we can get the dissimilarities among these evaluation models. In the research, we find that the most obvious dissimilarities are their scales and applicability; Different evaluation models have different focuses in the measurement process and results.