图书馆服务质量对用户满意度的影响研究

Research on the Influence of Library Service Quality on Users' Satisfaction

对图书馆服务质量与用户满意度的影响关系进行实证研究,为图书馆管理工作提供参考。以山西大学图书馆为研究对象,通过实地问卷调查数据进行实证分析,利用SPSS、Excel分析工具来验证二者关系;利用象限分析法,具体呈现服务质量指标对满意度的影响。实证研究发现图书馆服务质量各维度感知值与用户满意度的相关性最强,而容忍区值对用户满意度无影响,且三维度中文献信息资源、馆员与服务、环境与设施对用户满意度的影响作用依次减弱,图书馆可据此有针对性地改善服务质量,进而提高用户满意度。

This paper conducts an empirical research on the relation between library service quality and users'satisfaction,and provides a reference for library management.Taking Shanxi University Library as the research object,the paper conducts an empirical analysis based on field survey data and uses SPSS and Excel analysis tools to verify the relationship between library service quality and users'satisfaction.Using quadrant analysis,the paper presents the impact of service quality indicators on satisfaction.The result shows that the perceived value of each dimension of library service quality has the strongest correlationwith users'satisfaction,the zone of tolerance value has no effect on users'satisfaction,and the influence of the information resource,librarian and service,environment and facility on users'satisfaction in the three dimension has been weakened successively.Accordingly,the library will be targeted to improve the service quality,thereby enhancing users'satisfaction.