本文探讨了图书馆读者满意与质量管理的内涵，并阐述了读者满意制度的管理职能、人力资源管理及建立完善的质量体系结构。

This paper studied the meaning of reader's satisfaction and quality management, discussed ifs management function the management of human resource, and the establishment of perfect management system.

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读者价值是图书馆竞争优势的新来源，而读者关系管理对提高读者满意度、提升图书馆竞争优势起着至关重要的作用。

Reader value is considered as a new source of library's competitive advantages, and RRM plays an important role in improving reader satisfaction and promoting library's competitive advantages.

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