基于KANO模型的公共图书馆读者需求研究——以广州图书馆为例

Research on Readers' Demands in Public Library Based on KANO Model: Taking Guangzhou Library as an Example

本文以广州图书馆为例,随机选取广州图书馆200名读者进行调查,通过KANO模型了解读者需求。结果表明:公共图书馆首先需要满足读者的基本型需求;其次尽量满足期望型需求,必要时可依据满意度系数决定优先顺序;在此基础上,注重兴奋型需求的满足。最后依据需求层次,提出提升公共图书馆读者需求满意度的具体措施。

Randomly selecting 200 readers of Guangzhou Library, the paper makes an investigation into the readers＇ demands using KANO model. The result shows that public library must firstly meet the readers＇ basic demands, and then go beyond. When necessary, priorities should be established according to satisfactory degrees. After that, it should also pay close attention to meet the demands that, once satisfied, will make libraries attractive to readers. Corresponding countermeasures are put forward to improve readers＇ satisfaction.