Research On User Satisfaction Evaluation Of Digital Library Knowledge Service

The digital library knowledge service evaluation is a complex composite work, evaluation form different angles, different evaluation methods will be used, each evaluation method is from a certain level of knowledge service to evaluate the level of the service, can’t be very comprehensive and complete. However, with the further development of digital library knowledge service, in order to improve its service quality and service ability, its evaluation is imperative and also indispensable. In this paper, user satisfaction as a starting point to evaluate knowledge services, not only because of the digital library "user-centric" service concept, but also because of the user satisfaction is the most direct measure of the level of knowledge service.Theory and application of digital library knowledge Service has been quite extensive, mostly concentrated on service quality, service ability, service model and service platform, etc., relatively few studies for the service user satisfaction. Knowledge service to user needs as the starting point, using a variety of techniques and methods to gather knowledge and resources to process integration, to provide users with solutions to solve problems and decision support. In the process of service, digital libraries need to continue the interactive communicate with users until the user satisfaction. The author explores connotation and characteristics of knowledge service, according to the service process and the degree of user interaction to distinguish three types of service modes, and analyzes the factors affecting the knowledge service. Combined with classic mature customer satisfaction model and the main factors affecting the digital library knowledge service, follow the principles of choosing evaluation index, this paper constructs the evaluation index system of knowledge service user satisfaction. In the process of building the index system, comparative analysis Analytic Hierarchy Process, artificial neural network, fuzzy comprehensive evaluation method and other modern comprehensive evaluation method, analyze their advantages and disadvantages and its scope, proposes an improved method combining AHP with G1algorithm according the characteristics of this paper studies. Then, through questionnaire survey to verify the scientific and rationality of the evaluation index system. Finally, according to the results of the questionnaire survey to analyze the problems in the process of knowledge service, by improving the knowledge service infrastructure, improving the knowledge service process, improving the knowledge service results, improving the soft environment for knowledge service in four areas to improve customer satisfaction.