基于模糊评价的高校图书馆读者满意度研究

Study on the Satisfaction of Universities Library's Readers Based on Fuzzy Assessment

分析了影响顾客满意度的因素,构建了基于顾客满意度指数模型的高校图书馆评价体系,进一步引入模糊评价理论对其进行优化,并利用该体系分析调研数据,得到了客观、公正的评价结果,为提高图书馆的服务质量提供依据。

This paper analyzes some factors influencing customers＇ satisfaction,establishes an assessment system of university library based on CSI（customer satisfaction index） model, and further introduces the theory of fuzzy assessment to optimize it, analyzes the survey data and by using this system, and obtains the objective and fair assessment results, which provide the bases for improving library＇ s service quality.