The Study On Reader Satisfaction Degree Of University Library Based On Fuzzy Evaluation

The experts and scholars in the world have gained many achievements in the study ofcustomer satisfaction both on basic theory and on measurements. But, the research concerninguniversity library's services is few. As an assistant organization of teaching and scientificresearch, university library is responsible for both matching the teaching and scientificresearch and diathesis education. On this background, the paper takes Northeast NormalUniversity library as model and makes a primary study on CSD of University library. Thepaper explains the practical meaning of measuring and evaluating university library's serviceand put forward the issue of this paper. Then the paper explains the customer satisfactiontheory and customer satisfaction index model, the paper also introduces and compares somefamiliar measurement of customer satisfaction degree, and finally adopts the widely usedfuzzy integrative evaluation model. The paper designs questionnaire of Northeast NormalUniversity library and establishes the weight of all the factors, and figures out the scores. Inthe end, aiming at those weak sides, the paper gives material advices.Four parts makes up the thesis. Part one explains the practical meaning of measuring andevaluating university library's service so to put forwards the issue of this paper and introducesthe theory of CS and the method of this paper.Part two introduces the customer satisfaction theory and also introduces and comparessome familiar measurement of customer satisfaction degree, and finally adopted the widelyused fuzzy integrative evaluation model.Part three narrates the math foundation of Fuzzy evaluation model and establishes indexsystem of Northeast Normal University.Part four takes Northeast Normal University library, as a real prove based on the fuzzyevaluation method and the index system. The paper designs a questionnaire and discusses theresults.