基于用户需求的图书馆用户满意实证研究  

An Empirical Study on Library User Satisfaction Based on User Needs

作　　者：曹树金[1] 陈忆金[2,3] 杨涛[4] 

机构地区：[1]中山大学资讯管理学院 [2]仲恺农业工程学院 [3]中山大学 [4]华南师范大学图书馆

出　　处：《中国图书馆学报》2013年第5期60-75,共16页Journal of Library Science in China

摘　　要：通过对图书馆用户满意和用户需求的研究成果进行梳理,分析图书馆用户满意的构成维度、影响因素、用户需求特征,以及用户需求与满意之间的关系;从需求角度出发,构建图书馆用户满意度模型。采用问卷法对高校图书馆和公共图书馆的用户进行调查以收集原始数据,采用结构方程模型进行模型验证。研究发现:用户需求与感知的不一致会直接影响其对图书馆的满意度;图书馆用户整体满意度由信息资源满意、信息服务满意、信息系统满意组成,这三种满意度分别都会正向影响图书馆整体满意度;信息资源满意会正面影响信息系统满意,信息服务满意会正面影响信息资源满意,而信息系统满意也会正面影响信息服务满意。The composition of user＇s satisfaction, influential factors, characteristics of user needs, as well as the relation- ship between user needs and satisfaction were analyzed. Then from the perspective of user needs, a library user satisfaction mod- el was built Questionnaires were used to collect raw data from users of libraries in universities and public libraries, and the SEM was used for model validation. It was found that： the inconsistency of user needs and perception would directly affect users＇ satisfaction. User needs are satisfied through information resources, information services and information systems, and these three kinds of satisfaction positively affect users＇ overall satisfaction of library. Satisfaction of information resources would posi- tively affect satisfaction of information systems, and satisfaction of information services would positively affect that of information resources, and satisfaction of information systems would positively affect that of information services. 3 figs. 12 tabs. 33 refs.

关 键 词：图书馆 信息需求 用户需求 用户满意 

分 类 号：G252[文化科学—图书馆学]