图书情报工作 ›› 2019, Vol. 63 ›› Issue (24): 86-96.DOI: 10.13266/j.issn.0252-3116.2019.24.010

• 工作研究 • 上一篇    下一篇

高校图书馆移动阅读服务需求分类及满意度提升研究

赵文军1,2, 刘耀1,2, 李超良1,2   

  1. 1. 湖南工商大学 新零售虚拟现实技术湖南省重点实验室 长沙 410205;
    2. 湖南工商大学 湖南省移动电子商务协同创新中心 长沙 410205
  • 收稿日期:2019-06-12 修回日期:2019-09-17 出版日期:2019-12-20 发布日期:2019-12-20
  • 通讯作者: 李超良(ORCID:0000-0001-5439-9641),副教授,博士,通讯作者,E-mail:li_chaoliang@163.com
  • 作者简介:赵文军(ORCID:0000-0003-0087-5846),信息管理系副主任,副教授,博士;刘耀(ORCID:0000-0001-6300-9481),副教授,博士。
  • 基金资助:
    本文系国家社会科学基金青年项目"信息行为视域下的高校图书馆移动阅读服务满意度测评研究"(项目编号:16CTQ008)研究成果之一。

Research on Classification of Mobile Reading Service Demand and Satisfaction Improvement in University Libraries

Zhao Wenjun1,2, Liu Yao1,2, Li Chaoliang1,2   

  1. 1. Key Laboratory of Hunan Province for New Retail Virtual Reality Technology, Hunan University of Technology and Business, Changsha 410205;
    2. Mobile E-business Collaborative Innovation Center of Hunan Province, Hunan University of Technology and Business, Changsha 410205
  • Received:2019-06-12 Revised:2019-09-17 Online:2019-12-20 Published:2019-12-20

摘要: [目的/意义] 基于KANO模型对高校图书馆移动阅读服务的需求进行定量分析与归类,识别移动阅读用户满意度改善的关键因素,提出移动阅读服务满意度提升的策略。[方法/过程] 围绕移动用户的阅读活动,从移动阅读内容、移动阅读服务、移动阅读系统以及移动阅读环境4个维度,设计图书馆移动阅读服务需求调查问卷,以调查结果的统计分析判定移动阅读服务需求要素的分类归属及满意度提升优先序。[结果/结论] 将41项移动阅读服务需求要素划分为3项必备型需求要素、18项期望型需求要素、6项魅力型需求要素以及14项无差异型需求要素,结合满意度重要性矩阵分析,确定高校图书馆移动阅读服务改善的重点及满意度提升的优先序顺序,并提出高校图书馆完善移动阅读服务的策略。

关键词: 高校图书馆, 移动阅读, 需求要素, 满意度

Abstract: [Purpose/significance] Based on KANO model, this paper quantitatively analyzes and classifies the needs of mobile reading services in university libraries.It also identifies the key factors to improve the satisfaction degree.At last,it puts forward strategies for improvement of mobile reading service in university libraries.[Method/process] Centering on mobile users' reading activities,we designed demand questionnaire of mobile reading service from the four dimensions of mobile reading content, mobile reading service, mobile reading system and mobile reading environment,and then determined the classification of demand elements and the priority of satisfaction promotion based on the statistical analysis of the survey results.[Result/conclusion] The results show that among the 41 demand elements,3 are essential demand elements,18 are expected demand elements,6 are glamourous demand elements,14 are undifferentiated demand elements.Based on the satisfaction-importance matrix, the priorities of improving mobile reading service in university libraries are determined, and the strategies of improving mobile reading service in university libraries are put forward.

Key words: university libraries, mobile reading, demand elements, satisfaction

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