大学图书馆用户满意度调查方法研究及启示

Academic Library Client Survey

澳大利亚大学图书馆应用Rodski用户满意度调查方法从用户的角度评价图书馆的服务工作绩效,找出图书馆服务工作的重心及急需图书馆改进的领域,以利于整体把握和推进图书馆质量管理工作。文章从调查目的及指导思想、RodskiGroup与澳大利亚大学图书馆馆长委员会(CAUL)合作方式、调查方法及数据统计方法、调查结果在图书馆工作中的应用等方面研究评价了这种调查方法及其给我国大学图书馆用户满意度调查研究和图书馆服务质量评估工作带来的启示。

Australian Academic libraries apply Rodski client satisfaction survey to measure the performance of academic libraries from the client point of view,to identify the priorities of library services and problem areas needed to improve.It is useful to promote the quality management of all Australian academic libraries.The survey is analysed and given comments in many aspects including the aim and guideline of the survey,co-operation method with CAUL,style and content of survey questionnaire,application of survey results in library services .The suggestions are proposed for Chinese academic libraries to conduct library client satisfaction survey and measure library performance.