用户需求视角下新型公共阅读空间服务优化策略  

Optimization Strategies of New Public Reading Space Services from the Perspective of User Demand

作　　者：伍丹[1] 龚蛟腾[1,2] 何依 Wu Dan;Gong Jiaoteng;He Yi

机构地区：[1]湘潭大学公共管理学院 [2]湘潭大学图书馆 [3]东南大学图书馆

出　　处：《图书馆学研究》2025年第3期122-130,共9页Research on Library Science

基　　金：湖南省图书馆学会一般课题“乡村振兴视域下湖南省公共阅读空间优化研究”(项目编号:XHZC1019);中国图书馆学会阅读推广一般课题“乡村振兴背景下湖南省农村公共阅读空间活化研究”(项目编号:2024LSCYDFZZYB094)的研究成果之一。

摘　　要：新型公共阅读空间作为公共文化服务的新载体,在延伸公共文化服务范围、提高公共图书馆的可及性等方面发挥了重要作用。文章从用户需求角度出发,以深圳图书馆之城新型公共阅读空间为调研对象,综合运用实地调研、网络调研、专家方案等研究方法,归纳出25项服务项目,基于Kano模型设计调查问卷,分析新型公共阅读空间服务项目的属性及供给次序。有针对性地提出优化策略:升级必备型服务,保障服务的有效供给;关注期望型服务,提升用户服务体验;深挖魅力型服务,增强用户黏度;优化无差异型服务,提升服务效能。As a new carrier of public cultural services,the new public reading space plays an important role in extending the scope of public cultural services and improving the accessibility of public libraries,etc.From the perspective of user demand,this study focuses on the new public reading space in Shenzhen“City of Libraries”,comprehensively using field research,online research,and expert investigation,etc.,to identify 25 service items.Based on the Kano Model,questionnaires are designed to analyze the attributes and supply priorities of these services.Optimization strategies are proposed accordingly:upgrading must-be services to ensure effective supply,focusing on one-dimensional services to enhance user experience,digging deeper into attractive services to enhance user viscosity,and optimizing indifferent services to improve service efficiency.

关 键 词：新型公共阅读空间 KANO模型 服务优化 

分 类 号：G252.1[文化科学—图书馆学]