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首页> 外文会议>International Conference on Asian Digital libraries >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提高用户满意与忠诚的研究 - 以国家台英理工学院图书馆为例

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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：一个好的图书馆可以对图书馆用户做出重大贡献。这些用户可能会一次又一次地返回图书馆，在服务优异的情况下，可以轻松地访问材料。本文的研究目的是通过对图书馆用户进行调查的欧洲客户满意度指数（ECSI）来衡量用户的满意度和忠诚度因素。调查问卷旨在将测量集成到库管理系统中，以便对用户从图书馆的期望进行视觉分析。调查结果表明，用户期望在“图书馆环境”和“印刷出版物”部分中的更多改进。研究结论，我们能够提出以下建议，以满足用户的期望：（1）增加读者的座位区域，（2）增加印刷出版物和期刊的收集，以满足读者的需求，并增加（3）增加流行文献的重复次数。

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