Research On Improvement Of Guangzhou Library's Public Service Based On Public Satisfaction

Public's satisfaction is taken as the judgment standard of government's service quality.Guangzhou library serves not only as the public culture government institution,but also as the central leading organ in Guangzhou public libraries' system.As a result,carrying out a research on improvement of Guangzhou library's public service based on public satisfaction is of great practical significance for building a service-oriented government public service system in Guangzhou.Based on tracing the history of public service satisfaction's definitions,this paper introduces the actuality of Guangzhou library's public service supply,in terms of group image,service awareness,service recovery and public satisfaction.Through the readers' questionnaire,interviewing Guangzhou library's director and librarians,three currently existing problems of Guangzhou library's public service are pointed out in this paper,i.e.the contradiction between traditional service demand and service innovation,lack of personalized service and supervision to uncivilized behaviors.On this basis,combining the reality of Guangzhou library's development,this paper explores the causes of the problems and the causes are summarized in three aspects: human resource shortage,insufficient mechanism to attract social forces to participate in librarianship;deficiency of effective assessment and incentive mechanism leading to the poor work enthusiasm of librarians;inadequate readers ‘training and citizen quality remains to be improved.Finally,this study provides some suggestions for future improvement,in order to enhance the readers' satisfaction of Guangzhou library,for example,establish a demand-oriented service system to fully meet readers 'need;make innovation to draw social forces' involvement in librarianship and set up a humanized assessment and incentive mechanism.