The Study On Customer Satisfaction Degree Of University Library

The experts and scholars in the world have gained many achievements in the study of customer satisfaction both on basic theory and on measurement. But, the research concerning university library's services is few. As a assistant organization of teaching and scientific research, university library is responsible for both matching the teaching and scientific research and diathesis education. On this background, the paper takes Tianjin University library as model and makes a primary study on CSD of University library.First of all, the paper explained the practical meaning of measuring and evaluating university library's service, and putted forward the issue of this paper. Then the paper expatiated the customer satisfaction theory and customer satisfaction index model, the paper also introduced and compared some familiar measurement of customer satisfaction degree, and finally adopted the widely-used fuzzy integrative evaluation model. According to service blueprint theory, the paper seted up Tianjin University library's service blueprint, and designed two questionnaires and hiberarchy chart. Then I used the Analytic Hierarchy Process to establish the weight of all the factors, and respectively figured out the scores of teachers and students. In th end, aiming at those weak sides, the paper gives material advice from four sides.