基于重要-满意象限法的高校图书馆服务质量评价

Evaluation of the University Library Service Quality Based on the Method of Importance- Satisfaction Quadrant Diagram

基于读者感知体验的视角分析高校图书馆服务质量的影响要素,通过实证研究的方式获取读者对影响要素的满意值评分,通过主成分分析法计算各要素间的相对权重,从而通过象限法构建了读者感知视角的要素重要性-满意度对比图。根据象限图分析读者对要素的满意程度与重要性评价的合理分析,得出改善图书馆服务质量的针对性建议。

This paper analyzed the influential factors of the university library service quality from the an-gle view of users perception and experience, then via the method of empirical study we acquired the scoreof users satisfaction, the relative weight of the factors with principal component analysis, and built the im-portance- satisfaction quadrant. According to the analysis of the importance- satisfaction quadrant, theauthor proposed the adequate recommendations of improving the quality of library service.