高校图书馆服务智慧化的用户体验预期与构建策略研究

Research on User Experience Expectations and Construction Strategies of Intelligent Services in University Library

当前国内高校智慧图书馆建设总体处于起步阶段,用户体验预期对图书馆服务智慧化体系的构建与发展具有重要参考价值。本文基于Kano模型的理论设计网络问卷并进行用户调查,从资源服务、信息服务、空间服务、其他服务4个一级维度,9个二级维度,共计45个服务项目出发,采用Kano模型分析法、Better-Worse满意度指数分析法,按照用户对图书馆服务智慧化的体验预期敏感程度,对各服务项目进行属性划分。研究成果将为高校图书馆服务智慧化建设提供参考。

At present,the construction of smart libraries in domestic university is still at the initial stage,and user experience expectation has important reference value for the construction and development of library service smart system.This paper designs an online questionnaire and conducts a user survey.Starting from four first level dimensions of resource service,information service,space service and other services,nine second level dimensions,and a total of 45 service items,this paper uses Kano Model analysis method and Better-Worse satisfaction index analysis method to divide the attributes of each service item according to the user s sensitivity to the experience expectation of library services.The research results will provide reference and basic data support for the intelligent construction of university library services.