摘要
用户需求属性分析对于优化高校图书馆社会化服务质量,提高服务水平至关重要。本文以社会用户需求分析为视角,构建了包括2个一级服务维度、3个二级服务维度、39种类型的高校图书馆社会化服务体系,涉及内容包括特色服务、基础服务,线上服务、线下服务、线上线下融合服务;通过问卷调查获取用户需求相关数据,并基于Kano模型理论进行属性归类和分析;依据需求属性归类结果及影响用户满意度的特征,提出了针对性的管理策略。
The analysis of user demand attributes is essential for optimizing the socialized service quality and improving the service level of university libraries.From the perspective of social user demand analysis,this paper constructs 39 types of socialized service system of university library,including 2 primary service dimensions,3 secondary service dimensions,including characteristic services,basic services,online services,offline services,online and offline integrated services.This paper obtains the relevant data of user needs through questionnaire survey,and classifies and analyzes the attributes based on Kano model theory;according to the classification results of demand attributes and the characteristics affecting user satisfaction,this paper puts forward targeted management strategies.
作者
周玲元
陈洪斌
张耀坤
Zhou Lingyuan;Chen Hongbing;Zhang Yaokun
出处
《图书馆工作与研究》
CSSCI
北大核心
2022年第5期19-27,共9页
Library Work and Study
基金
国家社会科学基金“在线学术社交网络用户信息行为规律与效用研究”(项目编号:18CTQ034)研究成果之一。
