基于KANO 模型的公共图书馆信息公开 读者需求研究--以广州地区公共图书馆为例

Research on the Readers'Demands for Public Library Information Disclosure Based on KANO Model:A Case Study of Public Libraries in Guangzhou Area

公共图书馆信息公开的建立,是读者实现行政知情权、参与权以及监督权的重要前提。文章以广州地区公共图书馆为例,对此区域范围的读者进行调研,通过KANO模型了解读者关于公共图书馆信息公开的需求。结果表明:在26个公共图书馆信息公开读者需求指标中,9个指标为基本型需求,9个指标为期望型需求,8个指标为兴奋型需求。公共图书馆应该依据读者关于公共图书馆信息公开需求的属性和优先级排序,追踪读者需求类型的变化方向,最大程度地提高读者满意度。

The establishment of public library information disclosure is an important prerequisite for readers to realize their right to administrative information,participation and supervision.This paper takes public libraries in Guangzhou area as an example and conducts a research on the readers'demand for public library informa⁃tion disclosure through KANO model.The results show that among 26 indicators of readers'needs about pub⁃lic library information disclosure,9 indicators are basic type needs,9 indicators are expectation type needs,and 8 indicators are excitement type needs.Public libraries should track the direction of changes in the types of readers'needs based on the attributes and priority ranking of readers'needs about public library in⁃formation disclosure,and maximize readers'satisfaction.