Demand Analysis and Strategy Enhancement of Smart Library Services in Universities Based on Kano Model
This article uses the Kano model as an analysis method to explore the demand attrib-utes of university smart library service projects.Using the LibQUAL model,questionnaire surveys and expert interviews,ten service demand evaluation projects suitable for this study were determined.By combining the Kano model analysis method and the Better-Worse satis-faction index analysis method,the various projects that affect service demand are divided into four attributes:necessity,expectation,charm and indifference.Based on these four attribute characteristics and combined with the service project itself,a service quality improvement strategy is formulated,aiming to improve user satisfaction from the perspective of service de-mand and improve the overall service quality of the library.
万方数据
维普
