基于Kano模型的高校智慧图书馆功能设计研究

Research on Functional Designs of Smart Libraries in Colleges and Universities Based on the Kano Model

目的高校智慧图书馆的功能设计是影响服务质量和用户使用的关键因素,从用户满意度的角度对功能项目进行分类和供给优先序研究,可使智慧图书馆在有限的条件下,最大限度地提高用户满意度。方法综合利用问卷调研、焦点小组访谈和Kano模型等分析方法,先识别出智慧图书馆24项功能需求,再结合Better-Worse分析法,精细化Kano分类。结果量化各功能设计对用户满意度的影响程度,并对其划分高低魅力属性,结合四象限散点图,进行优先级排序。结论划分出服务内容的供给重点,提出差异化管理策略,为相关开发管理者提供服务改善的优先级排序,从而实现满意度最大化的目标。

Objective Functional designs of university smart libraries are key factors affecting service quality and user use,and a study on the classification and supply priority order of functional items from the perspective of user satisfaction enables smart libraries to maximize user satisfaction under limited conditions.Methods By the comprehensive use of questionnaire survey,focus group interview,the Kano model and other analysis methods,this study first identified 24 functional requirements of smart libraries,and then combined Better-Worse analysis to refine Kano classification.Results The impact degree of all functional designs on user satisfaction was quantified,and they were divided by high and low charm attributes and were prioritized by combing with the four-quadrant scatter diagram.Conclusion The supply focus of service content is identified,differentiated management strategies are proposed,and the priority ranking of service improvement for relevant development managers is provided,so as to achieve the goal of maximising satisfaction.