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[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。
[Purpose / Significance] It aims to determine which service functions are the key factors affecting the quality of digital reference services from the user’s needs and which ones are needed for improvement, so that the library can rationally allocate resources and improve service quality. [Method / Process] Using the basic theory of Kano model and the classification of digital reference service functions, the key factors of digital reference service quality are determined through four steps: designing Cano questionnaire, questionnaire survey, statistical survey data and screening improvement factors. [Result / Conclusion] There are 17 functional factors to be improved, including system stability, user-friendly interface, form consultation, FAQs and answers notification, which are the key factors affecting service quality; BBS consultation, SMS consultation, Team consulting and journals browsing are irrelevant and have no impact on the quality of service. The development of digital reference services can not blindly seek more services, should be designed according to user needs for the user’s features.