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[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] Trying to find the factors that affect the service satisfaction of minors in domestic libraries through qualitative research as the prerequisite and foundation for determining the index system of satisfaction and improving the service level. [Methods / Processes] Conduct research on methods of data acquisition and viewpoint induction based on field interviews and grounded theory. The field interviews are used to obtain the true evaluation and understanding of the library services by the minors’ users. Based on this, grounded theory is used as the method of theoretical induction and the theoretical interpretation is obtained from the empirical data. [Results / Conclusion] The influencing factors of service satisfaction of minors include library attribution category and minors’ attribution category. The former includes resource factors, environmental factors and service factors. The latter includes user cognitive factors, Capability factors and user behavior factors. The factors of user attribution (user behavior, user ability and user’s cognition) are the important factors affecting service satisfaction beyond the factors of library itself. “Library attribution category ” also through the “user attribution category ” factors in achieving an indirect effect on library service satisfaction.