高校图书馆读者忠诚度多层次模糊综合评价研究  

Research on Multi-Level Fuzzy Comprehensive Evaluating the Degree of University Library＇s Reader Loyalty

作　　者：陈奇军[1] 

机构地区：[1]防灾科技学院图书馆,河北·三河065201

出　　处：《科教导刊》2011年第27期153-156,共4页The Guide Of Science & Education

摘　　要：借鉴客户关系管理专家奥利佛的理论，将读者忠诚划分为四个维度，并据此将高校图书馆读者忠诚度的评价指标框架分为四个一级指标，分别是读者认知忠诚度、读者情感忠诚度、读者意向忠诚度和读者行为忠诚度，每个一级指标下都设若干二级指标。因读者忠诚度涉及读者心理、行为等多方面，具有模糊性，固可采用基于专家咨询和读者问卷调查的多层次模糊综合评价方法对高校图书馆读者忠诚度进行评价。文章最后还以一高校图书馆为案例，通过问卷调查，对其读者忠诚度进行了评价。Using the Oliver＇s theory, the reader loyalty is divided into four dimensions, and the evaluation indicator framework for the degree of university library＇s reader loyalty is divided into four level indicators, respectively： degree of reader cognitive loyalty, degree of reader emotional loyalty, degree of reader intensive loyalty and degree of reader behavior loyalty. There are a number of second-level indicators under dach level indicator. The degree of reader loyalty involving reader＇s psychology and action, so the degree has fuzzy, it can use the multi-level fuzzy comprehensive evaluation based on the expert consultation and the readers questionnaire survey to evaluate the degree of reader loyalty. This paper finally takes a university library as a case study, and has carried out an evaluation of the degree of its reader loyalty.

关 键 词：读者忠诚 读者忠诚度 模糊综合评价 高校图书馆 

分 类 号：G252.1[文化科学—图书馆学]