基于Kano模型的高校智慧图书馆服务需求分析与策略提升

Demand Analysis and Strategy Enhancement of Smart Library Services in Universities Based on Kano Model

文章以Kano模型为分析方法,探讨高校智慧图书馆服务项目的需求属性。结合LibQUAL模型,运用问卷调研和专家访谈法来确定适用于本研究的十个服务需求评测项目;使用Kano模型分析法、Better-Worse满意度指数分析法将影响服务需求的各个项目分别划分到必备、期望、魅力、无差异这四种属性中。基于这四种属性的特点,结合服务项目本身制定服务质量提升策略,旨在从服务需求角度来提高用户满意度,提升图书馆整体服务质量。

This article uses the Kano model as an analysis method to explore the demand attributes of university smart library service projects.Using the LibQUAL model,questionnaire surveys and expert interviews,ten service demand evaluation projects suitable for this study were determined.By combining the Kano model analysis method and the Better-Worse satisfaction index analysis method,the various projects that affect service demand are divided into four attributes:necessity,expectation,charm and indifference.Based on these four attribute characteristics and combined with the service project itself,a service quality improvement strategy is formulated,aiming to improve user satisfaction from the perspective of service demand and improve the overall service quality of the library.