优化用户满意体验的数字资源建设探究  

User Satisfaction Experience-Oriented Digital Resource Building

作　　者：王萍[1] 王毅[1] 文丽[1,2] 

机构地区：[1]吉林大学管理学院 [2]齐齐哈尔医学院图书馆

出　　处：《中国图书馆学报》2014年第5期98-109,共12页Journal of Library Science in China

基　　金：国家软科学研究计划项目“长吉图开发开放先导区科技资源优化配置研究”(项目编号:2012GXS4D112)的研究成果之一

摘　　要：本文通过关键事件技术收集用户与数字资源交互过程中的真实体验与经历,在对关键事件进行内容揭示、协同分类、数据验证的基础上,提炼出影响用户满意体验的20个数字资源要素。通过以用户视角获取数据,计算Kano指数,构建定量化要素分布图等步骤,探析数字资源要素的感知重要性和要素的充分实现对用户满意体验的提升效果。结合情境化的关键事件和Kano指数对影响数字资源用户满意体验的要素进行剖析,提出优化用户满意体验的数字资源建设模型。This paper collected the user＇s perceived experience with the method of critical incident technique, and then the digital resource factors which influence user satisfaction experience were extracted based on the content interpreta- tion, collaborative classification and data verifying. Moreover, the authors acquired the data from the perspective of users, computed the Kano index and built the quantitative factors distribution chart, in order to explore the perceived importance of the factors and the extent of enhancing effect to user satisfaction experience on the fulfillment of the factors. In the end, the essay analyzed the factors which affect the user satisfaction experience and proposed the optimized recommendations. 2 figs. 4 tabs. 27 refs.

关 键 词：数字资源建设 用户满意体验 影响要素 关键事件技术 Kano指数 

分 类 号：G250.76[文化科学—图书馆学]