基于读者满意度模型的图书馆服务再思考

Study on Library Service Based on Reader Satisfaction Model

参考美国顾客满意度指数ACSI模型,结合图书馆工作的特点,构建图书馆服务的读者满意度(Reader satisfaction of Library Service,简称RSLS)模型;以辽宁对外经贸学院师生对图书馆服务的评价指标作为抽样调研对象,运用LISREL统计软件对模型的模拟结果预测:测量模型具有较高的目标可靠性;结构模型中各潜在变量之间的路径系数与假定基本符合,模型的整体拟合度较高[1]。受RSLS模型启示,了解读者需求,合理优化图书馆资源配置,确保图书馆工作开展的有效性。

Referring to American customer satisfaction index ACSI model, combining with the characteristics of library work, this paper constructed the reader satisfaction of library service model （RSLS）. Taking the library service evaluation index of teachers and students in Liaoning University of International Business and Economics as the sampling study object, using LISREL statistical sofb^vare, the simulation results of this model showed： it has higher reliability; the path coefficient among each latent variable of its structural model assumed to comply with the basic, which meant it had higher fitting degree. This model could make library understand the needs of readers and optimize the allocation of library resource to ensure the effectiveness of library work.