摘要
图书馆的宗旨是为读者服务的,读者是否满意是至关重要的。首先必需了解读者的需求;其次有针对性地改善管理和服务。本文采用改进的SERVQUAL模型对河北师范大学图书馆的服务质量进行了网上问卷调查;通过引进熵权系数的模糊综合评价模型计算调查数据,评价了该图书馆读者满意度。为大学图书馆读者满意度的调查提供了可行的、有效的操作模型。
The aim oflibrary is serving the readers, whether readers are safisfied is a great concem. Thefirst is to know readers＇ needs; the second is to aim at the improvement of management and service. A questionnaire survey is made on service quality of university library in Hebei Normal University by means of improved SERVQUAL model; by fuzzy comprehensive evaluation of entropy weight coefficient, rogatory datum are calculated, and reader＇s satisfaction degree is appreciated. An applicable and effective operation model is provided for the survey on reader＇s satisfaction degree of university library.
出处
《现代情报》
北大核心
2008年第8期121-124,126,共5页
Journal of Modern Information
基金
2005年河北师范大学校内一般基金"读者满意度调查系统的设计及调研分析"(项目编号W2005Y21)成果之一
关键词
熵权系统
模糊综合评价
SERVQUAL模型
读者满意度
entropy weight coefficient
fuzzy comprehensive evaluation
SERVQUAL model
reader＇s sarisfaction degree
