摘要
用户满意与否取决于其在图书馆的实际体验与期望的实现,用户满意度是指用户对图书馆提供文献信息服务的满意程度。本文分析了影响高校图书馆用户满意度的主要因素,即图书馆服务系统的四大变量(4P)——服务提供者(Provider)、服务过程(Process)、服务接受者(Patron)及服务场所(Place),认为改善每一个变量都有助于用户满意度的提高,并在此基础上提出了提高用户满意度的几项措施。
Whether the library user will be satisfied or not will depend on his actual experience and the realization of the expectation for the library. The user satisfaction refers to the satisfaction that the user acquires from the document information service provided by the library. This paper analyses the main factors that influence such satisfaction, i.e. the four variables （4P） of the library service system that consist of service provider（provider）, service process（process）, service patron（patron） and service place（place）, and concludes that the user satisfaction will be improved if each of the variables is perfected, based on which, the paper puts forward some methods to achieve this goal.
出处
《宁波工程学院学报》
2007年第3期130-133,共4页
Journal of Ningbo University of Technology
关键词
高校图书馆
用户
满意度
university library, user, satisfaction
