基于Kano模型的高校新生适应阶段信息需求分析  

Analysis of University Freshmen’s Information Needs in the Adaptation Stage Based on Kano Model

作　　者：邢畅[1] 肖雪[2] 韩丽[3] Xing Chang;Xiao Xue;Han Li

机构地区：[1]天津市南开中学图书馆,天津300100 [2]南开大学商学院信息资源管理系,天津300071 [3]北京师范大学图书馆,北京100857

出　　处：《图书馆工作与研究》2021年第11期18-26,62,共10页Library Work and Study

基　　金：国家社会科学基金项目“基于读者数据挖掘的图书馆阅读社群构建研究”(项目编号:17BTQ079)研究成果之一。

摘　　要：本文以Kano模型为指导,分析高校大学生在新生适应阶段的信息需求,通过深度访谈和文本编码分析,得出高校新生适应阶段的13个信息需求范畴,并以此为基础确定高校可以提供对应服务的16个信息服务需求要素;通过Kano问卷对信息服务需求进行调查,采用3种Kano频数统计方式,发现了13个期望型需求和3个魅力型需求,其中有3项可归属为混合类型;通过计算Better-Worse指数和平均满意度,结合象限分析得出各需求要素的优先级;以访谈和问卷分析结果为基础,分析高校图书馆信息服务现状及不足,提出应前置新生适应阶段的信息服务,根据需求优先级改进服务,加强信息服务资源整合,探索个性化、动态化信息服务,拓展高校新生信息服务理论,为信息服务实践提供参考。Based on Kano model,this paper analyzes university students’information needs in the adaptation stage.Through intensive interview and text coding analysis,13 categories of university freshmen’s information needs in the adaptation stage are obtained.Based on this,16 information needs elements which university can provide corresponding services are determined.Kano questionnaire is carried out to investigate information service needs,and through three frequency statistical methods,13 desirable needs and 3 attractive needs are determined,of which three can be considered as combination;through the calculation of Better-Worse index and average statisfation,the priority of each need element is determined combined quadrant analysis.Based on the results of interview and questionnaire analysis,the paper analyzes the current situation and shortcomings of information service in university libraries,and puts forward some strategies,such as providing information service for freshmen in adaptation stage ahead of time,gradually improving service according to the priority of needs,strengthening the integration of information service resources,exploring dynamic and personalized information services.The research expands the theory of university freshmen information service and provides reference for the practice of information service.

关 键 词：高校图书馆 信息服务 信息需求 KANO模型 高校新生 

分 类 号：G252[文化科学—图书馆学]