收稿日期: 2016-07-18
修回日期: 2016-08-31
网络出版日期: 2016-09-20
Study on Critical Factors of Digital Reference Service Quality Based on Kano Model
Received date: 2016-07-18
Revised date: 2016-08-31
Online published: 2016-09-20
[目的/意义] 旨在从用户需求出发判断哪些服务功能是影响数字参考咨询服务质量的关键因素，哪些是需要改进因素，以便图书馆能够合理进行资源配置，提高服务质量。[方法/过程] 运用卡诺模型的基本理论，结合数字参考咨询服务功能分类，通过设计卡诺问卷、问卷调查、统计调查数据和筛选改进因素4个步骤确定数字参考咨询服务质量关键因素。[结果/结论] 需改进的功能因素有17个，其中系统稳定、用户界面友好、表单咨询、常见问题解答、解答通知是影响服务质量的关键因素；BBS咨询、短信咨询、电话咨询、微博团队咨询和期刊浏览是无关因素，未对服务质量产生任何影响。开发数字参考咨询服务功能不能一味求全求多，应根据用户需求设计适合用户的功能。
唐娜 . 基于卡诺模型的数字参考咨询服务质量关键因素研究[J]. 图书情报工作, 2016 , 60(18) : 63 -70 . DOI: 10.13266/j.issn.0252-3116.2016.18.008
[Purpose/significance] Starting from users' demands,this paper determines what service functions are key factors affecting the quality of digital reference service and what factors are needed to be improved so that library is able to reasonably allocate resources and improve service quality.[Method/process] By using the basic theory of Kano Model and combining with the functional classification of digital reference service, this paper determines the critical factors through four steps, including designing Kano questionnaire, conducting a questionnaire survey, analyzing statistical survey data and screening of improvement factors.[Result/conclusion] The results show that there are 17 functional factors needed to be improved. Five of them are key factors:stable system, friendly user interface, table reference, FAQ and answer to inform, which affect the quality of service. And five of them are indifferent quality elements:BBS consultation, line consultation, telephone consultation, micro blog team consultation and journal browsing, which don't work to the quality of service. Developing digital reference service function cannot blindly fight for more. We should design and improve function for use according to users' demands.
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