基于IPA法的医院图书馆病患读者群满意度研究
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摘要
采用自制满意度调查表和IPA法,对绍兴市人民医院康复科和放疗科患者读者群对医院图书馆的满意度进行调查。结果显示总体重要性和满意度指标均较高,但是对个性书目的制定和健康小册子的编制表现为高重要性和低满意度,需提高图书馆员的服务能力。
The paper invesitgates the satisfaction of patients readers from the rehabilitation department and radiology department of Shaoxing People's Hospital in the hospital library through the self-made satisfaction questionnaire and IPA method. The result shows that although the overall significance and satisfaction indexes are high, the formation of featured books and health booklets shows high significance but low satisfaction. And the service ability of librarians shall be improved.
The paper invesitgates the satisfaction of patients readers from the rehabilitation department and radiology department of Shaoxing People's Hospital in the hospital library through the self-made satisfaction questionnaire and IPA method. The result shows that although the overall significance and satisfaction indexes are high, the formation of featured books and health booklets shows high significance but low satisfaction. And the service ability of librarians shall be improved.
引文
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3 Chu R K S,Chui T.An Importance-performance Analysis of Hotel Selection Factors in The Hong Kong Hotel Industry:a comparison of business and leisure travelers[J].Tourism Management,2000,(21):363-377.
4黄宗成,翁廷硕,曾湘桦,等.中高龄族群长住型旅馆经营管理之探究——以IPA及其应用为例[J].第二外国语学院学报,2002,(1):58-71.
5李晓霞,任成梅,熊晓玲,等.基于IPA分析法的某医院图书馆满意度研究[J].中国医院统计,2013,20(2):88-91.
6王映.基于IPA模型的图书馆读者满意度测评[J].晋图学刊,2013,(2-3):57-60.
7王培林.图书情报机构隐性知识互动研究引人IPA理念的可行性分析[J].图书馆杂志,2016,(6):17-23.
8郭云鹏,徐宝祥.基于重要-满意象限法的高校图书馆服务质量评价[J].情报科学,2014,32(12):93-97.104.
2 John A Martilla,John C James.Importance-performanceAnalysis[J].Journal of Marketing,1977,41(1):15.
3 Chu R K S,Chui T.An Importance-performance Analysis of Hotel Selection Factors in The Hong Kong Hotel Industry:a comparison of business and leisure travelers[J].Tourism Management,2000,(21):363-377.
4黄宗成,翁廷硕,曾湘桦,等.中高龄族群长住型旅馆经营管理之探究——以IPA及其应用为例[J].第二外国语学院学报,2002,(1):58-71.
5李晓霞,任成梅,熊晓玲,等.基于IPA分析法的某医院图书馆满意度研究[J].中国医院统计,2013,20(2):88-91.
6王映.基于IPA模型的图书馆读者满意度测评[J].晋图学刊,2013,(2-3):57-60.
7王培林.图书情报机构隐性知识互动研究引人IPA理念的可行性分析[J].图书馆杂志,2016,(6):17-23.
8郭云鹏,徐宝祥.基于重要-满意象限法的高校图书馆服务质量评价[J].情报科学,2014,32(12):93-97.104.