基于IPA分析法的某医院图书馆满意度研究  

The research of reader satisfaction in a hospital library based on the importance and performance analysis

作　　者：李晓霞[1] 任成梅[1] 熊晓玲[1] 孙蕾[1] 

机构地区：[1]北京大学口腔医院图书馆,北京市100081

出　　处：《中国医院统计》2013年第2期88-91,共4页Chinese Journal of Hospital Statistics

基　　金：中国图书馆学会医院图书馆委员会基金资助项目（Ytwjj11009）

摘　　要：目的通过运用重要性一表现分析法（IPA），对北京大学口腔医院图书馆读者的满意度进行调查分析，并最终找到图书馆服务的优势与不足，为改进图书馆服务提供决策参考方法本研究采用李克特五点量表问卷，对我院来馆读者进行满意度调查，并利用SPSSl3．0统计分析软件和IPA分析法对有效的304份读者满意度调查问卷数据进行统计分析。结果在所测量评价的22个读者满意度指标中，读者仅对指标7（图书借阅及资源利用的便利程度）感到比较满意，对涉及图书馆专业文献资源建设、图书馆阅览环境等方面的几个指标（指标1、3、4、5、13、20、21）的满意度评价较低，而其他几项指标属于读者不太关注的服务项目。结论图书馆应继续努力保持“图书借阅和资源利用的方便快捷”方面的优势，并针对服务的不足之处提出了相应的改进措施，如构建多样化的文献资源保障体系，改善读者阅览环境等，最终提高图书馆的服务能力和读者的满意度。Objective With important-performance analysis（IPA）, to investigate and analyze the reader satisfaction in Peking University School and Hospital of Stomatology Library, to find the Advantages and disadvantages of this library, and to provide useful reference for improving library＇s service. Methods This study adopted the Likert-Scale five-point measure questionnaire to explore the readers＇ satisfaction and it analyzed statistically 304 valid questionaires of library users＇ satisfaction with SPSS13.0 and IPA. Results In 22 readers＇ satisfaction indexes, our readers were satisfied with convenience of borrowing books and using information resources （ index 7 ）, but their regard was low concerning the construction of information resources and Library＇s environment （indexes 1,3,4,5.13,20,21 ） , and other indexer were not concerned. Conclusion This library should maintain the advantage of the convenience of borrowing and returning books, and should put forward the corresponding improve- ment measures in view of the shortcomings of services, Such as the construction of diverse literature resource security system and the improvement of readers＇ reading environment, so as to ultimately improve library service ability and the reader＇s satisfaction.

关 键 词：图书馆 读者满意度 IPA分析 

分 类 号：R-289[医药卫生]