[目的/意义] 试图通过质化研究发现影响国内图书馆未成年人服务满意度的因素,以此作为确定满意度指标体系和提升服务水平的前提和基础。[方法/过程] 以实地访谈和扎根理论为资料获取和观点归纳的方法展开研究。实地访谈用以获得未成年人用户对图书馆服务的真实评价与理解,在此基础上采用扎根理论作为理论归纳的方法,从经验数据获得理论解释。[结果/结论] 未成年人图书馆服务满意度影响因素包括图书馆归因范畴和未成年人用户归因范畴;前者包括资源因素、环境因素和服务因素,后者包括用户认知因素、用户能力因素和用户行为因素。未成年人用户归因范畴的因素(用户行为、用户能力和用户认知)是图书馆自身因素之外影响服务满意度的重要因素。"图书馆归因范畴"也通过影响"用户归因范畴"中的因素实现对图书馆服务满意度的间接作用。

[Purpose/significance] The paper tries to find out the factors influencing the domestic teenagers' satisfaction of library service. The factors that influence the domestic teenagers' satisfaction of library service are the premise and fountain that determine the satisfaction index system and improve the quality of service. [Method/process] Based on field interviews, the grounded theory and the idea generation method, the first method is used to get first-hand data from teenagers and the second is used as an inductive method to get theoretical explanations.[Result/conclusion] this research indicates that the factors that influence the domestic teenagers' satisfaction of library service include two categories, the library self-attribution and minor users' self-attribution. The former includes resource factors, environmental factors and service factors and the latter includes users' cognitive factors, users' ability factors and users' behavior factors. However, the latter factors, without regard to the former, are the most important factors that affect service satisfaction, which has not been involved in previous studies. "The library self-attribution" also has indirect influence on library service satisfaction by influencing the category of minor users' self-attribution.