高校图书馆官网服务内容用户满意度研究——基于Kano模型的分析

Research on the User Satisfaction of the Service Content of the Official Website of University Library——Based on Analysis of Kano Model

用户满意度是评价图书馆服务质量的重要标准。本文结合精细化Kano模型理论分析高校图书馆官网各服务内容的满足情况对用户满意度的影响,通过分类汇总我国42所“双一流”高校图书馆官网的服务内容,得出5个维度33个指标;根据精细化Kano模型理论设计Kano问卷和重要度判断问卷,判断各个指标的质量属性和重要度属性,得出8项必要服务内容、1项需要服务内容、4项高期望服务内容、7项高魅力服务内容、9项低魅力服务内容和4项无关服务内容;根据用户满意度指数分析各项服务内容的供给程度对用户整体满意度的影响;最后以调研结果为依据提出高校图书馆官网建设策略,即保证必备服务内容的供给,提升重点服务内容的质量,加强科研服务内容的推广,建立用户参与的反馈机制。

User satisfaction is an important criterion for evaluating the quality of library services. This paper analyzes the influence of the satisfaction of each service content on user satisfaction of the official website of university libraries by combining the theory of refined Kano model. By classifying and summarizing the service contents of the official websites of 42 Double First-Class universities libraries, 33 indicators in 5 dimensions are derived;Kano questionnaire and importance judgment questionnaire are designed according to the refined Kano model theory to judge the quality attributes and importance attributes of each indicator, and 8 necessary service contents, 1 needed service content, 4 high-expectation service contents, 7 high-charm service contents, 9 low-charm service content and 4 irrelevant service content;analyze the influence of the degree of supply of each service content on the overall satisfaction of users according to the user satisfaction index. Finally, based on the research results, this paper puts forward the construction strategies of the official website of university library, that is, it should ensure the supply of necessary service content, improve the quality of key service content, strengthen the promotion of scientific research service content, and establish a feedback mechanism for user participation.