摘要
为了解公共图书馆视障读者的需求特征,探讨提高公共图书馆视障读者服务满意度的有效措施,促进视障读者服务水平的提升。本文运用Kano模型,通过访谈和问卷调查对视障读者需求进行类型分析,显示视障读者的需求类型分为基本型需求、期望型需求、兴奋型需求和无差异性需求四类,并在此基础上构建满意度Better-Worse指数矩阵。从分析结果来看,公共图书馆首先要满足视障读者的基本型需求,其次是期望型需求,同时注重兴奋型需求和无差异性需求。据此本文提出公共图书馆应该大力发展数字图书馆,提高服务专业性,与社会公益组织合作广泛开展活动等建议。
In order to understand the demand characteristics of the visually impaired readers in public libraries,this paper discusses the effective measures to improve the satisfaction of the service of the visually impaired readers in public libraries,so as to promotes the improvement of the service level of the visually impaired readers.Kano model was used to analyze the needs of visually impaired readers through interviews and questionnaires,and the Better-Worse index matrix of satisfaction was constructed.The results show that the needs of visually impaired readers can be divided into four types:Must-be Quality,One-dimensional Quality,Attractive Quality and Indifferent Quality.The public library should first meet the Must-be Quality of the visually impaired readers,then the One-dimensional Quality,and pay attention to the Attractive Quality and Indifferent Quality.Based on this,the paper proposes that public libraries should vigorously develop digital libraries,improve service professionalism,and cooperate with public welfare organizations to carry out activities.
作者
刘珂誌
杨萍
谢娟
侯胜超
Liu Kezhi;Yang Ping;Xie Juan;Hou Shengchao
出处
《新世纪图书馆》
CSSCI
2020年第9期22-27,66,共7页
New Century Library
