Analysis of Library Users’ Satisfaction Based on Process Mining

Abstract

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

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

References

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