高校图书馆服务质量评价体系的优化研究——基于Kano模型与服务质量差距模型的视角  

An Optimization Research of a Service Quality Evaluation System of University Library——Based on the Perspective of Kano Model and Service Quality Gap Model

作　　者：刁羽[1] 

机构地区：[1]四川理工学院图书馆

出　　处：《图书馆学研究》2013年第8期22-26,48,共6页Research on Library Science

摘　　要：Kano模型和服务质量差距模型在顾客感知质量方面各具特色但又异曲同工,通过分析两者在高校图书馆不同服务层次的应用过程,发现两种模型不同的应用特性,整合其共性,突出各自的优势,发掘Kano模型和服务质量差距模型配合运用的特色现象,从而优化高校图书馆服务质量评价体系。The Kano model and the gap model of service quality on customer perceived quality are different in approaches but equally satisfactory in results.Through the analysis of both in the college library service levels without the application process,the author discovers two kinds of models of different application characteristics,integrates its general character,highlights their respective advantages,and discovers the coordination using of the Kano model and model of service quality gap,so as to optimize the library service quality evaluation system.

关 键 词：高校图书馆 服务质量评价 KANO模型 服务质量差距模型 创新 

分 类 号：G258.6[文化科学—图书馆学]