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[目的/意义]目前公共图书馆缺乏用户满意度的深入研究成果,开展测评工具在这个领域的适用性研究显得尤为重要,对通用满意度测评工具在公共图书馆的适用性进行调整,并探索测评工具适用性调整的可行性思路。[方法/过程]采用体验式验证方法,从测评工具的逻辑结构、测评量表等级以及样本采集范围入手进行调整。[结果/结论]用户满意度是服务质量测评的一个重要维度,测评模型与方法直接影响测评结果。测评指标的设置要有针对性,不要刻意地做特殊化设计;调查问卷的难度要适中,测评量表等级以5级为宜;应当减少抽样调查的随机性,适当控制向未成年人发放问卷的数量。
[Purpose / Significance] At present, the public library lacks the in-depth research results of user satisfaction. It is very important to carry out the research on the applicability of evaluation tools in this field, and adjust the applicability of the universal satisfaction assessment tool in public libraries. Feasibility of Adjusting Assessment Tool Applicability. [Method / Process] The experiential verification method is adopted to adjust the logical structure of the evaluation tools, the rating scale and the sample collection range. [Results / Conclusions] Customer satisfaction is an important dimension of service quality evaluation. Evaluation models and methods have a direct impact on the evaluation results. The evaluation index setting should be targeted, do not deliberately do special design; the difficulty of the questionnaire should be moderate, rating scale is appropriate to level 5; random sampling should be reduced, the appropriate control of the questionnaire issued to minors quantity.