摘要
公共图书馆网借服务体系仍处于初步建设阶段,读者对于服务功能的体验对网借服务高质量发展具有重要参考价值。文章采用问卷方式进行调研,从渠道平台、资源服务、个性服务三个维度出发,基于Kano模型和Better-Worse满意度指数分析法,对各个服务项目进行属性划分,并针对性提出投入更多网借自助服务点、提供更符合读者需求的书籍资源、提供良好的咨询服务、打造个性化服务等网借服务质量提升策略。
The construction of online borrowing services in public libraries is still in its initial stages,and readers'experiences with service functionalities play a crucial role in the high-quality development of online borrowing services.This article employs a questionnaire survey to investigate user preferences,focusing on three dimensions:channel platforms,resource services,and personalized services.Utilizing the Kano model and the Better-Worse Satisfaction Index analysis method,the study categorizes various service aspects and provides targeted strategies for enhancing online borrowing service quality.These strategies include investing in more self-service points for online borrowing,offering books that better align with reader preferences,providing excellent consultation services,and creating personalized services.
出处
《图书馆研究与工作》
2024年第4期50-56,共7页
Library Science Research & Work
