确定影响读者满意度可变因素 影响率:　在书店服务项目中,读者受 到相关影响的比例。 反应度:受书店相关影响的读者,对整 体满意度的影响程度。 重要性:影响读者满意度相关因素的 重要性。 各书店可自制多种可变因数。见图01示 例。 制定读者 Determining Readership Satisfaction Variability Factors Impact: The percentage of readers affected in bookstore service projects. Reactivity: Readers affected by bookstore influence on overall satisfaction. Importance: The importance of factors that affect reader satisfaction. The bookshop can make a variety of variable factors. See Figure 01 example. Develop a reader