面向用户需求的高校未来学习中心服务优化研究  

Research on Service Optimization in University Future Learning Centers on User Needs

作　　者：朱红涛[1] 朱梦真 王思源[2] 王晨 Zhu Hongtao;Zhu Mengzhen;Wang Siyuan;Wang Chen(School of Information Management,Zhengzhou University of Aeronautics,Zhengzhou 450046;Center for Educational Technology and Resource Development,Ministry of Education,Beijing 100031)

机构地区：[1]郑州航空工业管理学院信息管理学院,郑州450046 [2]教育部教育技术与资源发展中心,北京100031

出　　处：《图书情报工作》2024年第14期25-33,共9页Library and Information Service

基　　金：国家社会科学基金一般项目“信息茧房效应形成机理及治理机制研究”(项目编号:20BTQ045)研究成果之一。

摘　　要：[目的/意义]从用户需求视角探索高校未来学习中心服务内容,为后续相关研究和实践提供参考。[方法/过程]采用网络调查及文献分析方法调研22所“双一流”高校未来学习中心现有服务内容,通过专家咨询及讨论梳理出26个服务项目。基于Kano模型设计问卷并进行用户调查,运用Kano模型分析法、满意度指数分析法识别各项服务所属类型。[结果/结论]高校未来学习中心用户需求包括3个必备型、9个期望型、6个魅力型、8个无差异型,针对不同需求类型从设施服务、空间服务、信息服务、教学服务、培训与个性化服务6个维度提出高校未来学习中心服务优化建议。[Purpose/Significance]This paper explores the service content of future learning centers in universities from the perspective of user needs to provide reference for subsequent related research and practice.[Method/Process]Based on web survey and literature analysis on the existing service contents of the future learning centers in 22“double first-class”university libraries,the paper sorted out 26 service projects through expert consultation and discussion.Based on the Kano model,it designed and conducted a questionnaire for user surveys,and identified the types of services with the methods of Kano model analysis and satisfaction index analysis.[Result/Conclusion]Users’needs for future learning center services in universities can be categorized into 3 must-be types,9 expected types,6 attractive types,and 8 undifferentiated types.According to the different needs,it proposes the optimization suggestions from six dimensions:facility service,space service,information service,teaching service,training and personalized service.

关 键 词：未来学习中心 用户需求 KANO模型 服务优化 

分 类 号：G258.6[文化科学—图书馆学] G252