ABSTRACT
The experts and scholars in the world have gained many achievements in the study of customer satisfaction both on basic theory and on measurement. Currently, many studies have focused on the industrial enterprises and on a number of service agencies, the research concerning special institutions such as university library’s services is few, the research to improving Customer Satisfaction in University Library based on Two Factors Theory is fewer. However, with the knowledge economy’s coming and the rapid development of universities, university library service quality is catching more and more attention.
Referencing to domestic and international academic research in the field of customer satisfaction in some of the basic theory and evaluation methods, and combining the characteristics of University Library's own services, the paper makes a primary study on CSD of the library of Zhejiang University of Science and Technology.
First of all, based on Herzberg’s Two Factors Theory, this paper has a Combination of customer satisfaction and customer satisfaction index model theory. Then the paper designed, distributed, recycled readers’ questionnaires, collated the survey results, statistics and analysis the survey. Finally, this paper offered some suggestions on polices to improving the service of library according to the Characteristics of the University Library.
KEYWORDS：the University Library，Customer Satisfaction Degree, Two Factors Theory，Counter-Measure
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