基于流程挖掘的图书馆用户满意分析

摘要/Abstract

摘要： 图书馆服务流程与用户满意之间存在着直接的联系。如果服务流程存在不足，将引发用户的不满意。传统的图书馆用户满意分析，多是采用调查的方式，未能充分挖掘利用图书馆服务流程日志。流程挖掘是对事件日志的挖掘，其典型应用场景可以用于流程分析与诊断，进而在流程分析的基础上实现对图书馆用户满意的分析。在构建基于流程挖掘的用户满意分析模型之后，还对该模型实现的三个核心环节进行了研究：生成事件日志、选择挖掘算法、分析用户满意，并给了一个所提方法的简单示例。

关键词: 流程挖掘?, 服务流程?, 用户满意, ? 分析模型

Abstract: There is a direct connection between library service process and users’ satisfaction level. Problems in the service process lead to the dissatisfaction on the part of users. The traditional library user satisfaction analysis, heavily reliant on the surveys, failed to make full use of library service process logs. The typical process mining can be used to analyze and assess the process, and hence to analyze the library users’ satisfaction based on the process analysis. After building the model of user satisfaction analysis based on process mining, the paper studies the three core steps of the model, namely, generating event logs, selecting mining algorithm, and analyzing users’ satisfaction.

Key words: Process mining, Service process, Users’ satisfaction, Analysis model

吴文光. 基于流程挖掘的图书馆用户满意分析[J]. 图书馆杂志, 2018, 37(4): 108-114.

Wu Wenguang. Analysis of Library Users’ Satisfaction Based on Process Mining[J]. Libraly Journal, 2018, 37(4): 108-114.

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