基于鱼骨图与层次分析法的读者抱怨原因分析与对策——以西南石油大学图书馆图书荐购活动为例

Causes Analysis and Countermeasures of Reader's Complaint Based on Fishbone Diagram and Analytic Hierarchy Process——Taking Book Recommendation in Southwest Petroleum University Library for Example

读者抱怨源于读者与图书馆服务之间的矛盾,是图书馆服务过程中必须面对的问题之一。以图书荐购为切入点,针对西南石油大学图书馆纸质图书荐购活动的开展情况,基于读者抱怨数据的搜集与整理,以鱼骨图形式呈现和分析读者抱怨产生的原因,以层次分析法计算和限定各个原因所占权重,并以此提出图书荐购中应对读者抱怨的具体措施:提高荐购处理工作效率、加强读者荐购培训与引导、优化与完善图书荐购模式、提高图书荐购经费分配比例。

Reader’s complaint originates from the contradiction between readers and library services, which is one ol the problems w,e must lace in the process ol library services. This paper uses book recommendation as the breakthrough point, analyzes the reasons and ＂weights ol reader’s complaint in the lorm ol lishbone diagram and analytic hierarchy process based on the situation ol carrying out book recommendation in Southwest Petroleum University library, and then puts lorward such coping strategies as improving efficiency ol book recommenda- tion,strengthening training and guidance lor book recommendation, optimizing mode ol book recommendation, and enlarging the ratio in expenditure allocation. 3 ligs. 9 tabs. 15 rels.