A Study On Readers' Satisfaction Evaluation For College Library

It is libraries'ultimately tenet to offer documents information services with high quality, and elevating readers'satisfaction with library services is also college libraries'important act to improve and advance their service strategies as well as service quality. To meet multiplex information needs of readers during mode transformation processes on libraries'service content, method and means, it becomes a new topic to adjust the criterions of evaluation for college libraries to strengthen their service quality evaluation.As a core idea of modern quality management, customer satisfaction has already been a key factor for enterprises to win competitive advantages and maintain their sustainable development, it becomes a typical method on customer satisfaction research to construct Satisfaction Index Model according to some interrelated theories and evaluate demonstration data with an application of Structural Equation Model (SEM) at present. And this paper aims to apply the method system to college library service quality evaluation, and found a set of theories and methods to evaluate readers'satisfaction in college libraries from the view of readers'as well as characteristics of library itself. The main contents of this study are as follow:First, begins with researches on readers'satisfaction of college library in existence both abroad and at home, the paper analyzes its developing process, characteristics and deficiencies, and puts forward the main methods and contents of this paper. Based on reviewing relative theories of customer satisfaction, it makes deep analysis on the weighty status of readers in library working as well as the inscapes during reader service processes in college libraries, interpretes the special meanings and characteristics of college library readers'satisfaction with a concrete analysis about the influencing factors, so as to theorize for Satisfaction Index Model construction.Second, establishes Readers'Satisfaction Index Model for college library with a proper evaluation method selection. On the aspect of Satisfaction Index Model, after a review of the index system choice in some classical customer satisfaction index models, this article builds a latent variable and measurable variable index system for index model in college library readers' satisfaction, combining with a detailed explanation on formation mechanism of college library readers' satisfaction; while on the aspect of evaluation methods selection for model, based on a retrospection of evaluation methods in college library readers' satisfaction at foretime, this paper brings forward a method of SEM to test the index model founded by the author, and demonstrates detailedly the arithmetic ideas and implement processes of this model. Last, a demonstration study on Index Model for college library readers' satisfaction is made in the research. Taking Xiangtan University Library the object of study, on the base of questionnaire making, identity characteristics as well as reliability and validity analyzing on enquiry data samples, missing data processing for the samples, this paper applies AMOS7.0, parameter estimation software for SEM, to model parameter estimating through several times of updating, and demonstrates the index model for college library readers' satisfaction reasonable and feasible. And also, according to the evaluation results, this article analyzes relative variables so as to put forward corresponding countermeasures and methods betterment.