基于KANO模型的高校图书馆数字化资源服务质量研究——以宝鸡文理学院图书馆为例  

Research on Service Quality of Digital Resources of University Library Based on KANO Model:Taking the Library of Baoji University of Arts and Sciences as an Example

作　　者：高萍[1] Gao Ping

机构地区：[1]宝鸡文理学院图书馆,陕西宝鸡721007

出　　处：《新世纪图书馆》2023年第3期56-62,共7页New Century Library

摘　　要：针对当前我国高校图书馆数字化资源服务质量存在的现实问题,研究探索一套基于KANO模型的评价方法,引导图书馆准确把握数字化资源服务重点建设方向,从而提高服务质量。论文以宝鸡文理学院图书馆数字化资源服务为研究实例,采用KANO模型对200多名用户满意度样本进行数据采集和分析,依据服务质量的满意度反馈,结合象限分析法,提出了改进数字化资源服务优化对策和建议,对高校图书馆数字化资源建设具有一定的指导意义。In view of the current practical problems in the service quality of digital resources of University Libraries in China,this paper studies and explores a set of evaluation methods based on Kano model to guide the library to accurately grasp the key construction direction of digital resources service,so as to improve the service quality.Taking the digital resource service of the library of Baoji University of Arts and Sciences as an example,this paper uses Kano model to analyze the data of more than 200 readers’satisfaction samples.According to the satisfaction feedback of different service quality indicators,combined with quadrant analysis method,this paper puts forward optimization countermeasures and suggestions to improve the service quality of digital resources,which has certain guiding significance for the construction of digital resources of university library.

关 键 词：KANO模型 高校图书馆 数字化资源服务 用户满意度 

分 类 号：G250[文化科学—图书馆学]