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文章依据文献探讨建立了影响图书馆电子服务质量的要素,在对500个样本量进行调研的基础上,根据Kano模型分析了每个质量要素的归类,并对其重要程度进行了评价。结果显示,在22个质量要素中,4个属于高魅力质量,5个属于低魅力质量,7个属于高附加值质量,2个属于潜在质量,4个属于无关质量。此外,通过计算BetterWorse指数,结合象限分析法,精确地识别出当改善某特定服务质量要素时对提高用户满意度和防止用户不满意程度的影响,为图书馆合理分配资源以改善电子服务质量,并最终为提高用户满意度提供参考。
Based on the literature, the article establishes the factors influencing the electronic service quality of the library. Based on 500 sample sizes, the article classifies each quality factor according to the Kano model and evaluates its importance. The results showed that of the 22 quality elements, 4 belonged to high-attractive quality, 5 belonged to low-attractive quality, 7 belonged to high value-added quality, 2 belonged to potential quality and 4 belonged to unrelated quality. In addition, by calculating the BetterWorse index, combined with the quadrant analysis, accurately identify when improving a particular quality of service factors to improve customer satisfaction and prevent users from the degree of dissatisfaction, to allocate resources for the library to improve the quality of electronic services, And ultimately provide a reference for improving customer satisfaction.