基于Kano模型的高校图书馆服务能力提升研究  

Research on Service Capacity Improvement of University Library Based on the Kano Model

作　　者：郑继来[1,4] 曹意 童万菊[3,4] Zheng Jili;Cao Yi;Tong Wanju(Huaiyin Institute of Technology Library,Huaian Jiangsu 223021;Suqian University Library,Suqian Jiangsu 223800;School of Business,Huaiyin Institute of Technology,Huaian Jiangsu 223021;Institute of Rural Revitalization Strategy,Huaiyin Institute of Technology,Huaian Jiangsu 223021)

机构地区：[1]淮阴工学院图书馆,江苏淮安223021 [2]宿迁学院图书馆,江苏宿迁223800 [3]淮阴工学院商学院,江苏淮安223021 [4]淮阴工学院乡村振兴战略研究所,江苏淮安223021

出　　处：《情报探索》2024年第3期109-115,共7页Information Research

基　　金：江苏省图书馆学会课题“基于Kano模型的高校图书馆服务能力提升研究”(项目编号:22YB002)成果之一。

摘　　要：[目的/意义]旨在通过研究用户对高校图书馆服务内容的需求强度与优先次序,提出高校图书馆服务能力建设的优化策略。[方法/过程]结合高校图书馆服务能力现有相关文献调研与用户访谈等方式提炼出13项需求项目,运用Kano模型对需求指标进行定性分类和服务优化优先序分析。[结果/结论]根据Better-Worse系数分析的结果提出高校图书馆各类型需求下服务项目的服务策略及其相应能力建设路径,为高校图书馆服务能力建设优化提供方向。[Purpose/significance] This paper aims to study the demand intensity and priority of users for university library service content,and put forward the optimization strategy of the service capacity building of university library.[Method/process] Based on the existing literature research and user interviews of university library service capabilities,13 demand items are extracted,and Kano model is used to classify the demand indicators and analyze the priority of service optimization.[Result/conclusion] According to the results of the Better-Worse coefficient analysis,this paper puts forward the service strategies and corresponding capacity building paths of university library service projects under different types of needs,and provides the direction for the optimization of service capacity building of university library.

关 键 词：用户需求 服务能力 大学生 高校图书馆 KANO模型 

分 类 号：G250[文化科学—图书馆学]