河南理工大学图书馆学生服务满意度评价

Service Satisfaction Assessment of Library of Henan Polytechnic University

本文以河南理工大学图书馆为例,在查阅文献和师生访谈的基础上,从馆藏资源、馆员服务、硬件设施、环境氛围和日常管理5个维度构建了图书馆服务满意度评价指标体系,采用综合指数法对读者满意度进行了评价,并分析了读者个体特征对服务满意度的影响。结果表明:(1)学生服务满意度处于高、中、低水平的比例分别为15.17%、67.77%和17.06%。(2)男生对图书馆服务的满意度高于女生,研究生高于本科生,理工类学生高于文史类学生。(3)本科生和研究生随年级的升高,对图书馆服务的整体满意度不升反降。

The library of Henan Polytechnic University was taken an example in this paper,the assessment index system of reader's satisfaction was built from 5 aspects(library resources,librarian service,hardware facilities,environments and daily management)based on literature review and interview with some teachers and students.The service satisfaction was estimated using a composite index method,and the effects of individual characteristics of readers on service satisfaction were analyzed.The results showed that(1)The proportion of reader's service satisfaction in high,middle and low level were 15.17%,67.77%and 17.06%,respectively.(2)The service satisfaction degree of male higher than female,graduate students were higher than undergraduate students,and students studied on science and engineering were higher than those studied on literature and history.(3)The overall service satisfaction degree of undergraduate and graduate students decreased with the increase of grade.