CAJ | 학술논문

用户满意度是表征图书馆服务质量的重要指标，用户满意度调查研究能够为图书馆服务质量提升提供参考信息和决策依据。采用定性与定量相结合的方法对用户满意度进行了分析，参考Rodski调查方法构建了用户满意度评价指标体系，对河南科技大学图书馆暨洛阳市科技图书馆的用户满意度进行了问卷调查，通过定性分析，确定了3个一级测评指标，利用古林法计算了一级指标与二级指标所占权重，进一步利用模糊综合评判法计算了用户满意度得分，依据调查结果，指出了图书馆现存的问题并给出了进一步提升图书馆服务质量的建议。
용호만의도시표정도서관복무질량적중요지표，용호만의도조사연구능구위도서관복무질량제승제공삼고신식화결책의거。채용정성여정량상결합적방법대용호만의도진행료분석，삼고Rodski조사방법구건료용호만의도평개지표체계，대하남과기대학도서관기락양시과기도서관적용호만의도진행료문권조사，통과정성분석，학정료3개일급측평지표，이용고림법계산료일급지표여이급지표소점권중，진일보이용모호종합평판법계산료용호만의도득분，의거조사결과，지출료도서관현존적문제병급출료진일보제승도서관복무질량적건의。
Customer satisfaction degree is an eminent indicator of library’s service quality. The research on it can provide the referential information and decision-making basis for the promotion of library’s service quality. This paper analyzes the customer satisfaction degree by adopting the combination of qualitative and quantitative methods, constructs an assessment indicator system of customer satisfaction degree by referencing Rodski survey method, and carries out a questionnaire survey on the customer satisfaction degree of the library of Henan Science and Technology University which is also known as Luoyang Science and Technology Library, and through the qualitative analysis, sets up three first-class evaluating indicator, and by using A.J.Kee method, calculates the weight values of the first class indicators and second class indicators, and further calculates the score of customer satisfaction degree with the fuzzy comprehensive evaluation method, and based on the survey results, points out the problems existing in the library, and puts forward some suggestions on further promoting the service quality of the library.