移动图书馆服务平台的改进需求识别

Improvement Demand Recognition on Mobile Library Service Platform

[目的 /意义]移动图书馆服务平台的改进需求识别对于进一步完善移动图书馆服务,提高用户满意度有重要意义。[方法 /过程]依托扎根理论,利用Nvivo软件对移动图书馆用户开放性调查所获取的文本数据进行分析,通过编码表达其数量特征和内容特征。[结果 /结论]移动图书馆服务平台的改进需求涉及"功能改进需求""技术改进需求"和"用户关怀改进需求"3个主范畴,其中"功能改进需求"参考点最多。从子范畴来看,"功能丰富性""功能适用性""用户体验提升"最为受到用户的关注。利用10个树状节点、36个自由节点构成移动图书馆服务平台改进需求的结构体系。

[ Purpose/significance] To identify improvement demand on mobile library service platform is important. It can further perfect the mobile library service and enhance customer satisfaction. [ Method/process] Combining ground- ed theory with Nvivo software, it analyzes text data from open investigation of mobile library users, expressing their charac- teristics of the number and content by encoding. [ Result/conclusion ] Improvement demand on mobile library service plat- form involves three main category： improvement needs of function, improvement needs of technology and improvement needs of customer care, of which the reference points of improvement needs of function are the most. From the point of the sub - category, the richness of function, the feasibility of function and the promotion of user experience get the most atten- tion from users. 10 tree nodes and 36 free nodes constitute the architecture of improvement demand on mobile library serv- ice platform.