A Study Of Reference Service Assessment Based On Customer Satisfaction In University Libraries

Academic library is the information center and an important place for user's daily learning and academic research activities of university. Library reference service is provided to help users, to the library community it has been recognized, and as "user-centric" concept has been established, the library reference service has become a core business, and also an important manifestation of the value of library services. Libraries exist for the user, from the user point of view of quality assessment of reference service is a major trend in the development of library, and users satisfied with service quality evaluation should become an important criterion.This article discusses the theoretical and practical aspects of user satisfaction assessment of the reference service. Referring to related research, and according to the actual situation of Shandong University, prepared the appraisal system, designed for the status of library reference services Questionnaire, and actually started for the user and reference librarian survey. Course of the study also used a hidden observation. Through the Excel data collected in the questionnaire analysis and processing, and further analysis of the data, described the status of Shandong University library reference services and the problems of the existing problems and then made suggestions for improvement.The study included the following: Introduction, theory and practice review of reference service evaluation, academic library theoretical basis of customer satisfaction, questionnaire design of Shandong University library reference Service user satisfaction assessment, reference librarian questionnaire design, survey data analysis and improve customer satisfaction policy recommendations, the last of this article summarizes the work done, that the focus of future research directions. The research methods used in the text, included literature research method, site research method, questionnaire investigation and hidden observation.The purpose of this study include:(1) According to the existing model and user satisfaction questionnaire, constructed for library reference service evaluation of customer satisfaction evaluation system; (2) Through the respective users and reference librarians Investigation, described the Shandong University Library reference service status and problems; (3) combined with survey results, provided the feasible proposals to improve customer satisfaction. The innovation of this study is the perspective from the assessment of user satisfaction of the academic library reference service; meet the library "people oriented" service concept. Both users and reference librarians conducted a questionnaire survey, the user questionnaire in paper disbursed, librarians questionnaire require reference librarians to fill out the questionnaire, in addition to, an assessor selected by hidden observation method to assess the behavior of reference librarians; then combined with the findings of two of Shandong University library reference service situation and problems, so that the survey is more objective, more scientific,and the reliable results of user satisfaction evaluation system development for the academic library reference service, improves the useful conducted a preliminary exploration.