Cui Qingan, Yuan Xiaoyu, Deng Huichao
As the universities paying more attention to scientific research work,library literature retrieval service is also receiving more attention.Some random,complex and uncontrollable factors caused fluctuation of service quality,making the same service bringing different degree of satisfaction when provided in different circumstances or to different customers.It would cause detrimental effects to the improvement of service quality.To weaken the impact of these factors on service quality satisfaction,the paper considered to reducing the sensitivity of service quality to the change of these factors,that is,the robust design of the service process.In order to reduce the volatility of university library literature retrieval service quality and improve the stability of service quality,this study applied the Taguchi method to the optimization of University Library's literature retrieval service process.This paper using ordinal logistic regression to analyze the questionnaire data,determined the four factors that significantly affect the satisfaction of university library literature retrieval service,and then determined the level of each factor,according to the noise factors and levels to respectively design inter array and outer array,implemented each test designed by inter-outer array,calculated each signal to noise ratio,according to the principle of SN ratio maximization,and combined with the main effect diagrams of SN ratio and mean,ultimately determined the relative optimal level combination of control factors.The paper taking the library of Zhengzhou University as an example,implemented the robust design of the literature retrieval service quality for the library of Zhengzhou University,obtained the optimal level combination of the controllable factors with higher robustness of literature retrieval service quality.