The Research On "Satisfaction Mirror" Of Internal And External Users In Chinese Libraries

With the increasing development level of economic society and people’s spiritualcultural needs, building the adaptable modern public cultural service system is an importantmeasure to protect and improve the livelihood of the people, is also the inevitablerequirement to promote the prosperity and development of cultural undertakings.The libraryis an important part of the public cultural service system, carrying the important task ofspreading knowledge culture and serving the community. Service is the basic tenet of library,and also the core value of library.Service quality is the sum of the characteristics andcharacteristics of the service that can meet the requirements and potential requirements.Fromthe literature review the author found: First, based on the readers perception of the servicequality evaluation of library is still the main mode； Second, the reader satisfaction is theevaluation of the core service quality evaluation and library ClimateQUALTMstudied areseparate.Third, the optimal control of the service quality is more from the satisfaction degreeof readers service evaluation feedback and gap fill, but ignoring the library first-line servicepersonnel of reader service of the transfer effect and library staff collective wisdom on theoverall service quality promoting.Thus, this study referenced the field of service marketing of "satisfaction mirror" theory--employees to work satisfaction and customer satisfaction is closely related, mutualinfluence between the two results like in the mirror, and combined with the idea of theservice profit chain model. This study suggested that the library belongs to the service of anonprofit organization, the public dissemination of knowledge and providing services areprovided by the library of external service, service object is for readers of the library；however, the external service is created by the collective wisdom of the librarians. As PZBpointed out,"employees are internal customers, and employees are in a fundamental positionin the value delivery system." Therefore, the service object of the internal service quality isthe librarian, which can be supported and promoted of the workplace environment, incentivepolicies and other internal service support system.We constructed the internal and external library user’s satisfaction mirror model, Theformation of “internal satisfaction mirror” is the library through a variety of ways to enhanceinternal service quality, create a healthy to the organizational climate, and thus enhance thesatisfaction of librarians.The promotion of librarians’ satisfaction can make their own senseof belonging, identity, loyalty, will improve their work efficiency. The formation of“External satisfaction mirror” is to enhance the librarian collective efficiency and creativity, will effectively enhance the external service quality in libraries, and the promotion ofexternal service quality will further improve the reader’s satisfaction, enhance thesatisfaction degree of readers, and will stimulate the user loyalty, trust and goodcommunication effect, given feedback improvement and value of the status of the librarybetter, and it makes the library give librarians better internal service quality promotion space.The significance of this research is that: To offer a new perspective of the libraryservice quality evaluation and optimize, and should take into account the internal servicequality and service quality of the evaluation of library. The enhancement of external servicequality is to improve readers’ satisfaction, we need to excavate the readers satisfied drivingfactors based on reader demand, to optimize the service mode, expand service content. Inaddition, the optimization of external service quality is implemented on the basis of theimprovement of internal service quality. Internal service quality will further promote theimprovement of librarians’ satisfaction, is also the the guarantee of the efficiency and theservice value, so as to improve the readers satisfaction, inspire loyalty in order to promotethe value of library services and the status of the library.This study keeps the following research ideas:Firstly, the paper analyzed the theoretical basis and elements of the interal and externalusers’ satisfaction mirror in Chinese library. On the basis of theoretical research, this paperclarified the formation mechanism of internal and external users’ satisfaction mirror ofChinese library,and based on the theoretical guidance and literature supportment, analyzedthe key incidents,interviews coded,reliability test,the paper extracted the elements of internaland external users’ perception of satisfaction mirror.Second, through the multi-structure model, the paper analyzed the satisfaction mirror ofthe internal users of the library. By using the structural equation modeling, the paperanalyzed the formation mechanism of the internal satisfaction mirror of Chinese libraries,and the influence path and degree of the internal service quality to the internal satisfactionmirror.Third, the analysis of the “external satisfaction mirror”is based on theimportant-satisfaction quadrant chart. First, the mechanism of external satisfaction mirrorand the influence of external service quality to external satisfaction mirror are also analysiswith the structural equation model. Then from the perspective of readers the paper used theimportant-satisfaction quadrant method in the library of the external service quality of thelibrary, and the readers’ perception of service quality is divided into four quadrant andcontrast analysis of readers’ perception of service quality satisfaction and importance of theanalysis.Fourth,the paper analyzed the“satisfaction mirror” of the internal and external users ofChinese library. On the basis of the former theoretical research, the paper analyzed andverified “the satisfaction mirror”between internal and external users of our library,through the qualitative investigation and quantitative analysis of model construction, the paperinspected and corrected the internal and external service quality of microcirculation and itsaction mechanism,which is the effect and feedback of librarian satisfaction and readersatisfaction.Fifth,based on internal and external users’ satisfaction, the paper provided the servicequality optimization model of Chinese library.From the perspective of our libraries’internaland external users’ satisfaction,the paper analyzed the optimization mode of the libraryservice quality,the optimization model of the service quality is to synthesize the aboveresearch results,which are application, benefit and targeted the optimization model ofservices quality.At the end of the paper,the author gives the summary and prospect of the paper, and alsopointed out the limitations and shortcomings of the research.