基于模型分析的高校图书馆读者满意度研究

University Library Readers’ Satisfaction Research Based on Model Analysis

读者满意度是衡量高校图书馆工作的重要指标,文章从顾客满意度理论出发,阐述了读者满意度的内涵,分析了高校图书馆读者满意度的特点、影响因素和评价方法,结合CSI、ACSI、CCSI、SERVQUAL、LibQUAL及国内常用的读者满意度评价模型,总结出高校图书馆馆藏服务、馆员服务、馆内环境、其它服务、感知价值、满意度和行为意愿等的具体影响因素和评价指标,为高校图书馆管理者和工作人员提供参考。

Readers' satisfaction degree is an important index to measure the work of university libraries. Based on the theory of customer satisfaction,author expounds the connotation of readers' satisfaction,analyzes the characteristics, influencing factors and evaluation methods of readersz satisfaction in college libraries,combines with CSI,ACSI,CCSI,SERVQUAL,Lib QUAL and satisfaction evaluation models which are commonly used in domestic to sum up the specific influencing factors and measurements of college library collection,librarian,environment and Other services,as well as perceived value,satisfaction and behavioral willingness,provide references for library administrators and librarians.