摘要
图书馆服务的公益性和无形性决定了其用户满意度不同于市场领域的独特性。图书馆用户满意的形成是服务期望、服务接触和结果归因综合作用的结果,而只有其中能为图书馆所控制的因素才具有测评的意义。图书馆用户满意度形成分析有助于满意度测评有效性的深入理解和把握。
Because the welfare and intangible of library service, library customer satisfaction has some charactefisfics different from that in the market sector. Customer satisfaction is the combined result of service expectation, service encounter, and cognitive attribution, while; only the factors which can be controlled by library are worthy of measuring. The analysis of libraxy customer satisfaction and its forming can help to hold the measurement validity and practicability.
出处
《情报科学》
CSSCI
北大核心
2007年第10期1509-1512,1574,共5页
Information Science
基金
中国科学院国家科学图书馆研究生科研项目
关键词
用户满意度
服务质量
图书馆评价
图书馆管理
customer satisfaction
service quality
library evaluation
library management
