| The satisfaction degree estimating system and its application of GS College library is studied in this thesis. On the basis of literature review of the concept and specification of customer satisfaction, the specification of library service and its consumer was summarized. The state-of-art review for reader satisfaction degree estimating is also given. After that, the potential significance of the research of GS College library reader satisfaction degree estimating is discussed.Base on the specification of GS college library, index of the estimating system is fixed. Also the Analytic Hierarchy Process (AHP) method is chosen as the estimating method for its relatively wide application. By the mechanism of AHP method, questionnaire for senior library managers is conducted to fix weight coefficients, while questionnaire for readers in three time spot is conducted to collect data. Also the score calculation method of each index is given.Finally quadrant map is built based on the relation of weight coefficients and its score. With the outputs of the foregoing research, the thesis proceeds to bring forward suggestions to help improve the score of each index. |
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