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首页> 外文会议>International Conference on Asian Digital Libraries(ICADL 2004); 20041213-17; Shanghai(CN) >A Research to Increase Users' Satisfaction and Loyalty Based on the Customer Satisfaction Index: A Case Study on the National Taichung Institute of Technology's Library
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A Research to Increase Users' Satisfaction and Loyalty Based on the Customer Satisfaction Index: A Case Study on the National Taichung Institute of Technology's Library

机译：基于客户满意度指数的提高用户满意度和忠诚度的研究：以国立台中工学院图书馆为例

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摘要

A good library can make significant contributions to library users. These users are likely to return to the library again and again where service is excellent and materials are accessible easily. The research purpose for this paper is to adopt the European Customer Satisfaction Index (ECSI) on a survey performed on library users to measure users' satisfaction and loyalty factors. A questionnaire is designed to integrate measurement into the library's management system for visual analysis of what users expect from the library. Results from the survey show that users expect more improvement in the "library environment" and "collections of printed publications" section. Conclusions from the study, we were able to make the following suggestions to satisfy users' expectations: (1) increase seating areas for readers, (2) increase collections of printed publications and periodicals to meet readers' demands, and (3) increase the number of duplications on popular literatures.
机译：好的图书馆可以为图书馆用户做出重要贡献。这些用户可能会一次又一次地返回图书馆，那里的服务非常出色，并且可以轻松获取资料。本文的研究目的是在对图书馆用户进行的一项调查中采用欧洲客户满意度指数（ECSI），以衡量用户的满意度和忠诚度因素。设计问卷是为了将测量结果集成到图书馆的管理系统中，以便对用户对图书馆的期望进行可视化分析。调查结果表明，用户期望“图书馆环境”和“印刷出版物集合”部分有更多改进。研究得出的结论是，我们能够提出以下建议以满足用户的期望：（1）增加读者的就座空间；（2）增加印刷出版物和期刊的收藏品，以满足读者的需求；（3）增加读者的需求。流行文献的重复次数。

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