高校图书馆O2O模式的服务质量优化——以聊城大学图书馆为例

Service Quality Optimization of University Library Based on O2O Model:Taking the Library of Liaocheng as an Example

O2O模式已成为我国高校图书馆提供馆藏借阅、文献查询等服务的主要模式,其服务质量的提升可有效促进学校师生科研工作跨越式的发展。文章以LibQUAL+■模型和KANO模型为理论基础设计问卷,共包括2个层面、6个维度和23个指标。以聊城大学图书馆为实例,通过问卷调研,获取聊城大学师生对高校图书馆服务质量的满意度评价及其影响因素,最终提出高校图书馆O2O模式的服务质量优化路径与策略。研究表明,高校图书馆应注重馆员良好心态的培养,加强线上服务中“个性化服务”和“动态更新”的建设,改善线下图书馆资源获取途径与馆内设施设备,实现线上服务与线下服务融合,提高高校师生满意度。

O2O mode has become the main mode for university libraries in China to provide collection borrowing,literature inquiry and other services,whose improvement of service quality will effectively promote a great-leap-forward development of the scientific research work for teachers and students in colleges.This article takes the LibQUAL+■ model and the KANO model as the theoretical basis to design a questionnaires,which includes 2 levels,6 dimensions and 15 indicators.Taking Liaocheng University Library as an example,this paper obtains the questionnaire survey,the satisfaction evaluation of the teachers and students of Liaocheng University on the service quality of the university library and its influencing factors are obtained.Finally,the paper puts forward the path and strategy of the service quality optimization of the college library O2O model.The research shows that university libraries should pay attention to the cultivation of good attitudes of librarians,strengthen the construction of“personalized service”and“dynamic renewal”in online services,improve the access to offline library resources and library facilities and equipment,realize the integration of online and offline services,and improve the satisfaction of teachers and students in universities.