概述国外研究者对用户满意度影响因素的理论探讨,分析不确定理论对用户满意度的形成过程,并以不确定理论为基础,对成都地区6所高校的图书馆用户展开满意度调查,分析影响用户对信息产品和信息系统/服务的满意度因素,探讨不确定理论对图书馆管理工作的实践意义。 This paper summarizes the theoretical research on the influencing factors of customer satisfaction by foreign researchers and analyzes the formation process of customer satisfaction by uncertainty theory. Based on the uncertainty theory, this paper investigates the satisfaction of library users in 6 universities in Chengdu Affect users’ satisfaction with information products and information systems / services, and discuss the practical significance of the theory of uncertainty to library management.