图书馆服务质量对用户满意度的影响研究∗

doi:10.3969/j.issn.2095－5197(2019)01－0073－07

Abstract

Abstract: This paper conducts an empirical research on the relation between library service quality and users’satisfaction，and provides a reference for library management．Taking Shanxi University Library as the research object，the paper conducts an empirical analysis based on field survey data and uses SPSSand Excel analysis tools to verify the relationship between library service quality and users’satisfaction．Using quadrant analysis，the paper presents the impact of service quality indicators on satisfaction．The result shows that the perceived value of each dimension of library service quality has the strongest correlation with users’satisfaction，the zone of tolerance value has no effect on users’satisfaction，and the influence of the information resource，librarian and service，environment and facility on users’satisfaction in the three dimension has been weakened successively．Accordingly，the library will be targeted to improve the service quality，thereby enhancing users’satisfaction．

Key words: library;service quality;users’satisfaction

CLC Number:

G252

LIU Xiao－jing，ZHANG Ting. Research on the Influence of Library Service Quality on Users’Satisfaction[J].Library Research, 2019, 49(1): 73-79.

References

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Research on the Influence of Library Service Quality on Users’Satisfaction

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