Research on the Improvement of University Library Service Quality Based on KANO Model Analysis

Abstract

Abstract: University library is the source of school literature resources and plays a vital role in the progress of school scientific research. How to improve the service quality of university library is a problem worth thinking about by managers, a prerequisite for the library to do a good job in service, and the key to improve the utilization rate of its resources. Based on the characteristics of university libraries and the problem indicators of LibQUAL+TM model, this paper designs a questionnaire of Kano model. by analyzing the types of service needs, it constructs a reader demand identification system of university libraries, divides the levels of different service quality attributes and gives corresponding attention to different needs. finally, it puts forward suggestions to improve the service quality management level of university libraries.

Key words: University Library, Service quality, KANO model analysis

CLC Number:

G252

Wang Kaizhen. Research on the Improvement of University Library Service Quality Based on KANO Model Analysis[J]. JOURNAL OF QUJING NORMAL UNIVERSITY, 2019, 38(6): 117-123.

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