基于AHP-FCEM的图书馆信息共享空间服务质量评估研究

Study on Service Quality Evaluation of Library Information Sharing Space Based on AHP-FCEM

优质服务的目的是切实满足用户需求,因此,图书馆信息共享空间服务质量评价应以用户满意度作为核心评价参数。该文探讨了图书馆信息共享空间服务质量的综合评价方法。采用层次分析法以及模糊综合评判法对武汉理工大学241名用户进行了问卷调查,生成了定量的用户满意度评价体系,确立了权重,进一步建立了信息共享空间服务质量评价模型,得到了评价结果。实例分析表明,该方法具有一定的现实意义,可作为改进和促进图书馆信息共享空间服务质量的参考依据。

User satisfaction is the most important part of high quality service,so the evaluation of service quality of library information sharing space should take user satisfaction as the core of evaluation.This paper discusses the comprehensive evaluation of service quality satisfaction of library information sharing space.Using analytic hierarchy process and fuzzy comprehensive evaluation,241 users of Wuhan University of Technology were surveyed.A set of quantitative user satisfaction evaluation system is constructed,the evaluation weight is determined,the user satisfaction evaluation model of information sharing space is further established and the evaluation results are obtained.Example analysis shows that this method has certain practical significance and can be used as a reference to improve and promote the service quality of library information sharing space.