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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
[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.
Tang Na . Study on Critical Factors of Digital Reference Service Quality Based on Kano Model[J]. Library and Information Service, 2016 , 60(18) : 63 -70 . DOI: 10.13266/j.issn.0252-3116.2016.18.008
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