| 基于Kano模型的高校图书馆微信公众号服务内容分类和供给优先序研究 |
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| 引用本文： | 李梦楠,周秀会.基于Kano模型的高校图书馆微信公众号服务内容分类和供给优先序研究[J].图书情报工作,2019,63(10):39-47. |
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| 作者姓名： | 李梦楠 周秀会 |
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| 作者单位： | 天津工业大学 天津 300387 |
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| 摘 要： | 目的/意义] 高校图书馆微信公众号的服务内容是影响服务质量和用户使用的关键因素，从用户满意度的角度对高校图书馆微信公众号服务内容进行分类和供给优先序研究，可使高校图书馆在有限的条件下，最大限度地提高用户满意度。方法/过程] 在对42所"双一流"高校图书馆微信公众号的现有服务内容进行系统梳理的基础上，运用用户满意度的前馈控制方法--Kano模型的基本理论，结合用户满意指数和精细化Kano模型，分析各服务内容对用户满意度的影响和影响程度。结果/结论] 将现有29项服务内容划分为8项高魅力服务内容、10项低魅力服务内容、5项高期望服务内容、2项潜在服务内容、4项无关服务内容，提出各类服务内容的管理策略；通过对用户满意指数分析，结合四象限散点图，确定高校图书馆微信公众号服务内容供给重点，进行优先级顺序，旨在帮助管理者根据图书馆实际情况有先后缓急的提供优质服务内容，从而实现满意度最大化的目标。
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| 关 键 词： | 高校图书馆 微信公众号 Kano模型 服务内容 供给优先序 |
| 收稿时间： | 2018-08-01 |
| 修稿时间： | 2018-11-15 |
Research on the Classification and Supply Priority of Service Content of University Library WeChat Public Platform Based on Kano Model |
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| Li Mengnan,Zhou Xiuhui.Research on the Classification and Supply Priority of Service Content of University Library WeChat Public Platform Based on Kano Model[J].Library and Information Service,2019,63(10):39-47. |
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| Authors: | Li Mengnan Zhou Xiuhui |
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| Institution: | Tianjin Polytechnic University, Tianjin 300387 |
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| Abstract: | Purpose/significance] The service content of university library WeChat public platform is the key factor that affects the service quality and users' use.Based on user satisfaction, the service content is classified and the supply priority is studied. Under limited conditions, the university library can improve the user satisfaction to the maximum extent.Method/process] Based on systematically reviewing the existing service content of WeChat public platform in 42 "Double First-Class" university libraries, this paper adopts user satisfaction feed-forward control method Kano model,combines the user satisfaction index and refined Kano model,and analyzes the impact and extentof each service content on user satisfaction.Result/conclusion] The results show that among the 29 service contents, 8 are high-glamour service contents,10 are low-glamour service contents,5 are high-expectation service contents, 2 are potential service contents, and 4 are irrelevant. In addition, through the analysis of user satisfaction index and the combination of four-quadrant scatter diagram, the key and priority order of WeChat public platform in university library is determined, aiming to help managers to provide high-quality service content in a timely manner according to the actual situation of the library, so as to accomplish the goal of maximizing satisfaction. |
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| Keywords: | university libraries WeChat public platform Kano model service content supply priority |
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