关键词: 图书馆服务, 用户需求, 用户满意度, 问卷调查, 影响因素

Abstract: [Purpose/Significance] Under the background of the "14th Five-Year Plan" for public services and in response to the instructions from the CPC Central Committee on survey research, this paper intends to carry out a large-scale survey on users' needs and satisfaction for the multiple library services, so as to provide a survey basis for domestic library services to transform towards a user-centered and high-quality development model. [Design/Methodology] Through a questionnaire survey method, we collected a total of 7,314 users' characteristics data, from a wide range of users with different regions, ages, education levels, incomes, occupations, and places of residence. By using descriptive statistics, difference tests and the two-dimensional quadrant method, we described users' library-related behaviors characteristics, their needs and satisfaction for the multiple library services. Then we conducted regression analysis to identify the factors influencing users' needs and satisfaction. [Findings/Conclusion] This paper delineates users' behavioral characteristics, such as the frequency of libraries utilization, the types of libraries employed, the familiarity level with library services, and the channels for obtaining library service information. It reveals that there are significant differences in users' need intensity and satisfaction levels for various library services, and identifies that the personal and behavioral characteristics of users will affect their needs for library services and jointly influence their satisfaction with library services. [Originality/Value] From the user's perspective, this paper portrays the current state of domestic library services, indicates potential directions for the construction of library services, and offers feasible ideas for the improvement of library services.

Keywords: Library service, User needs, User satisfaction, Questionnaire survey, Influencing factors