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Quality Evaluation based on the analysis of user satisfaction library services

Author: TangHong
Tutor: HuDongBin
School: Central South University
Course: Technology Economics and Management
Keywords: Library Quality of service Customer Satisfaction Kano model LibQUAL model CSI model
CLC: G252
Type: Master's thesis
Year: 2010
Downloads: 677
Quote: 2
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With the development of modern technology, the library has undergone profound changes in the resource structure, services, as well as literature information needs. \Choose the quality of scientific methods to evaluate library services to improve customer satisfaction and loyalty, is a real problem faced by the library. User satisfaction is the starting point of the library services, in order to better meet the expectations of the users of library service quality, service levels and recommendations for improvement, and further improve the quality of library services management, many University Library understanding of the user opinions objective system to measure user satisfaction, optimize service processes as a library, improve service quality, improve service level metrics and the basis for action, and to take appropriate measures for the measurement results, to meet the changing needs of users, and enhance user satisfaction. In this paper, on the basis of in-depth study abroad and user satisfaction theory, three of Hunan Institute of Technology Library user satisfaction measurement mainly on the following question studied: (1) user satisfaction measurement commonly used model applicability; (2) library user satisfaction evaluation method; (3) ways to enhance the library user satisfaction. This study found that: (1) Kano 's model focuses on the ex ante control, belongs to the qualitative analysis of the model can be used in the service of the library open; (2) LibQUAL model focuses on ex post facto control, is a quantitative analysis model can be used for library services Scale remedy; (3) CSI model can be used to accurately describe the subjective experience of the user, can be very close to realistically reflect the user's satisfaction, is a semi-quantitative analysis model can be used for inter-library and inter-departmental user satisfaction evaluation. (4) according to the purpose of the evaluation, the comprehensive use of evaluation model, the cycle can be effective in promoting the quality of library services and service levels improved steadily. This study is based on the user's library service quality assessment and management theory to make some discussion, ready to improve the quality of library services through user satisfaction, service levels reach the Library has continued to improve user satisfaction goals, especially University Library has a certain significance.

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