中文摘要：

本文通过使用美国公共图书馆服务的一手调研数据,并借鉴ACSI用户满意度评价模型,提出基于用户认知的公共图书馆服务满意度概念模型。从用户期望、用户行为与用户满意的角度探讨和分析美国公共图书馆服务现状,结合美国公共图书馆服务用户满意度结构方程模型结果,从图书馆基础服务、数字服务、图书馆宣传、用户个性服务等方面提出建议,以促进国内公共图书馆用户服务的创新与发展。

英文摘要：

From the perspective of user expectations, user behavior, user satisfaction, based on fi rsthand research data, ACSI model is used to explore the status of America＇s current public library services, combined with the public library service user satisfaction structural equation modeling, in terms of basic library services, digital services, library publicity, user personalization services, recommendations are made in order to promote innovation and the development of domestic public library user services.