[目的/意义] 目前公共图书馆缺乏用户满意度的深入研究成果,开展测评工具在这个领域的适用性研究显得尤为重要,对通用满意度测评工具在公共图书馆的适用性进行调整,并探索测评工具适用性调整的可行性思路。[方法/过程] 采用体验式验证方法,从测评工具的逻辑结构、测评量表等级以及样本采集范围入手进行调整。[结果/结论] 用户满意度是服务质量测评的一个重要维度,测评模型与方法直接影响测评结果。测评指标的设置要有针对性,不要刻意地做特殊化设计;调查问卷的难度要适中,测评量表等级以5级为宜;应当减少抽样调查的随机性,适当控制向未成年人发放问卷的数量。

[Purpose/significance] There is lack of in-depth study of user satisfaction measurement in public libraries, so it is particularly important to research the application of measurement tools in this field. This paper adjusts the applicability of user satisfaction measurement tools in public libraries, and explores the feasibility of ideas to make the applicability adjustment of the measurement tools.[Method/process] Using experiential authentication method, this paper makes some adjustments from the logical structure of measurement tools, the evaluation scale ratings, and the sample collection ranges.[Result/conclusion] User satisfaction is an important dimension of service quality evaluation, and the measurement model and methodology directly impact on the measurement results. The evaluation indexes are set up to the point, not to special design deliberately; the difficulty of the questionnaire should be moderate, and the five evaluation scale ratings are appropriate; it should reduce randomness of the sample survey, and properly control the number of the questionnaires that are distributed to juveniles.