Analysis Based On User Satisfaction With Library Service Quality Evaluation Studies

With modern technology, so that libraries in the resource structure, service delivery and information needs of users of the literature have undergone profound changes. "User-centric," so that "user satisfaction" has gradually become a library service quality management of the dominant idea. Select scientific means of evaluating library service quality, to improve customer satisfaction and loyalty, is a real problem facing libraries. Customer satisfaction is the starting point for library services, in order to better meet the users of library service quality, service level expectations and to improve all aspects of proposals to further improve library service quality management, and many university libraries have in-depth understanding of user views objectively and systematically measure customer satisfaction, as a library process optimization services, improve service quality, improve service levels based on measurement standards and action, and to take appropriate measures against the measurement results, to meet the changing needs of users and enhance user satisfaction.In this paper, and user satisfaction of foreign-depth study of the theory based on the Hunan Institute of libraries by the three user satisfaction survey, carried out major research on the following issues:(1) user satisfaction survey used the model applicability; (2) Library user satisfaction measurement methods; (3) upgrading of the library user satisfaction approach. This study found that:(1) Kano model focused on the pre-control model is qualitative analysis can be made for the library service to open; (2) LibQUAL model focuses on ex post facto control, is quantitative model can be used for library services remedies; (3) CSI model scale can be used to accurately describe the user's subjective experience, can reflect very close to the actual user satisfaction, a semi-quantitative models can be used for inter-library, inter-departmental evaluation of customer satisfaction. (4) According to the different purpose of the survey, use of integrated evaluation model, the cycle can be effective in promoting library service quality and service levels improved steadily. This study based on the user's library service quality assessment and management theory to make some discussion on the preparation by the user satisfaction survey to improve service quality, service levels, to continue to enhance the goals of library user satisfaction, particularly the university library has a certain significance.