基于整合Kano模型与IPA分析的移动图书馆服务质量提升策略

摘要

文章在已有文献研究成果的基础上，结合小组讨论和专家访谈，设计出移动图书馆服务质量要素。然后通过整合Kano模型和IPA矩阵对移动图书馆服务质量要素的所属属性进行识别，并对其归属策略和优先权进行判定。最后，依据文章的分析结果从技术支撑、资源建设以及服务推介三个方面提出了改进我国移动图书馆服务质量的路径。%Based on existed literature review, and taking the group discussion and expert interviews into ac-count, the article designs the factors affecting library mobile service quality. Then the authors use integrating Kano model and IPA analysis to recognize and determine the attribution strategy and priority of quality elements. Finally, based on the analysis results, the authors give some situations to improve the quality of mobile library service from technical support, resource construction and service promotion .