高校科研支持服务项目分析与选择  

Analysis and Selection of Scientific Research Support Service Projects in Colleges and Universities

作　　者：蔡培 卢章平[1] 王正兴[2] Cai Pei;Lu Zhangping;Wang Zhengxing(Institute of Science and Technology Information,Jiangsu University,Zhenjiang 212013;The Library of Huaihai Institute of Technology,Lianyungang 225000)

机构地区：[1]江苏大学科技信息研究所,镇江212013 [2]淮海工学院图书馆,连云港225000

出　　处：《图书情报工作》2019年第10期31-38,共8页Library and Information Service

基　　金：国家社会科学基金项目“‘互联网+’思维下面向万众创新的图书馆服务创新研究”(项目编号:16BTQ004)研究成果之一

摘　　要：[目的/意义]从用户满意度出发将高校图书馆已开展的科研支持服务项目进行排序,通过Kano模型找出关键因素以及对项目的影响,以便图书馆能够合理配置资源,提高服务质量。[方法/过程]运用Kano模型的基本理论,结合“985”高校图书馆科研支持服务项目分类,通过设计Kano问卷、开展问卷调查、统计调查数据和分析满意度4个步骤将科研支持服务项目进行归类。[结果/结论]提出4个层次的科研支持服务项目,分别为基础项目、扩展项目、特色项目和无差异项目,为不同规模的高校图书馆提供科研支持服务项目选择的一种分析方法和建议。[Purpose/significance]From the perspective of customer satisfaction,the university research projects that have been carried out by academic libraries are sorted,and the key factors and the impact of the project are identify by the Kano model,so that the library can reasonably allocate resources,and improve service quality.[Method/process]With the basic theory of Kano model,combined with 985 colleges and universities library research support services project classification,it classifies research support services projects by designing Kano questionnaire survey,statistical analysis of survey data and satisfaction analysis four steps.[Result/conclusion]Four levels of scientific research support service projects are proposed,which are basic projects,expansion projects,featured projects and non-differentiated projects,providing an analysis method and suggestion for the selection of scientific research support service projects for university libraries of different scales.

关 键 词：科研支持 KANO模型 服务项目 满意度 

分 类 号：G252[文化科学—图书馆学]