榆林学院图书馆读者满意度影响因素研究

Research on Factors Affecting the Reader's Satisfaction On Library of Yulin University

引用了图书馆读者满意度理论模型,建立了读者满意度影响因素指标体系,对榆林学院图书馆满意度状况进行了抽样调查,采用了SPSS19.0统计软件分析工具对调查数据进行了主成分和多元回归分析,二级指标馆员服务、读者服务、设备、馆藏资源、图书馆环境权重系数分别为0.443、0.190、0.133、0.109、0.096,进而绘制了图书馆读者满意度战略图,结果表明,馆员服务礼仪是目前受读者认可的;二级指标中馆员服务影响读者满意度因素中影响力是最强的;馆员服务态度、服务能力、反馈机制对读者满意度的影响力最强,也是读者非常在意的,目前也是该馆工作方面首要加强的。

Based on the theoretical model of library reader＇s satisfaction, established reader＇s satisfaction influencing factor index system, conducted the sampling survey on the library satisfaction of Yulin College and carried out the principle component and multiple regression analysis by adopting SPSSS19.0. The weighting coefficients of grade-2 index including librarian service, reader service, equipment,collection resource and library environment were respectively 0.443, 0.190, 0.133, 0.109 and 0.096, the strategy map of library reader＇s satisfaction was following made. Results showed that the etiquette of librarians was acceptable; among grade-2 indexes, librarian＇s service was the most powerful influencing factor on the reader＇s satisfaction, readers paid great attention to the service attitude, service ability and the feedback mechanism of librarians, so it primary needs to be strengthened by the library.