University Library Customer Satisfaction Study

Library user satisfaction is the ultimate value of the work; customer loyalty is the test and evaluation of the merits of the ultimate library standards; the user's information needs reflect the value of the library, the library user satisfaction is a prerequisite for the survival and development, customer satisfaction measure should be the core of library service quality standards.University Library Customer Satisfaction Study is the library through a user survey to let the user satisfaction with library evaluation. In evaluating the course of the study, researchers will use a random cluster sampling method to select the beginning of measurement of Kaifeng City, Henan Province, Henan University, two universities and the University opened a total of 350 students, 324 valid questionnaires were recovered, of which 151 male , 173 women, the results for the exploratory factor analysis. Confirmatory factor analysis of the trial from the official testing, will also be using the same sampling cluster randomly selected Peking Normal University, Jiao tong Shanghai University, Henan University, Kaifeng University, and the Yellow River Conservancy Technical Institute career total of 800 students, recovery and effective 671 copies of questionnaires, including 323 boys, 348 girls. This study will be mainly used statistical software SPSS 15.0 and Amos5.0 statistical means of data analysis and processing, Lastly, statistic techniques such as T—test, Variance Analysis, Correlation Analysis and Regression Analysis were used to analyze the dates. The results of the study showed that the University Libraries of the structure of customer satisfaction is a multi-dimensional structure, which contains both the library user satisfaction with the overall work - (overall rating) dimension of the main evaluation factors, users of the library also contains the work of major individual satisfaction ratings, such as the Library conditions, the construction of information resources, user services, the quality of personnel and scientific management of the five sub-dimensions.Research on customer satisfaction the main significance lies in its impact on customer loyalty. Customer loyalty as an act of will, it is generally believed that the expectations and the expected results of the evaluation function of two indicators. The results of this study show that the University Library user satisfaction and customer loyalty are reflected between the strong positive correlation, higher satisfaction with library users will lead to higher customer loyalty, and satisfaction of library users lower their users Loyalty is also lower. In this study, although the flexibility mentioned customer satisfaction (Customer Satisfaction Elasticity) concept, but in the course of this study was not able to this concept - user satisfaction with the flexibility and customer satisfaction to customer loyalty, as well as more in-depth level demonstration and research, these questions have to be after the conclusion of the study in this research and development to be resolved.