The Study Of The Classification Of Elements Of Library Electronic Service Quality In University Based On The Kano Model

In recent years, the library plays an increasingly important role in the economic society, and with the continuous development of the information technology, as well as the needs of diverse users, electronic services have also been widely used in the library, but different quality of electronic service factors has the different influence on user satisfaction. In order to improve user satisfaction of the electronic services in library, using two-dimensional view of the properties and quality attributes recognition method of the kano model, the paper classifies the service elements in the electronic library service. Then according to the characteristics of different quality attributes in the kano model, the paper also analyzed the different types of service elementsTaking University Library as an example, the author conducted field investigations. In order to accomplish the purpose of this study, and to improve the accuracy of survey data, through literature research and other methods, the author collected and sorted the index evaluation system consisting of five dimensions and 22 indicators. Considering about the existing related researches, the author made two questionnaires taking the library users in Shanxi University as empirical study object, which were given out in multiple locations for data collection. The 200 questionnaires about the importance of electronic library service quality were given out, among which 168 valid questionnaires were taken back; The 300 questionnaires about the kano were given out, among which 258 valid questionnaires were taken back.Finally, from the perspective of the kano model, the paper classifies the dimensions and elements of electronic services index through sorting the obtained data. The results showed that in five dimensions, interactive quality dimension, personalized dimension and the information resources dimension belong to indifference requirement, while the dimension of ease of use and implementation dimension belong to attractive requirement. In the 22 index elements, there are nine attractive requirements, seven one-dimensional requirements and six indifference requirements; and combining with the finding of the importance, the paper precisely analyzed the various kinds of dimensions and index factors, giving the appropriate countermeasures. In addition, in order to make a further study and increase the reliability of the results, the paper precisely analyzed the dimensions and the index factors by multi-angles, through the introduction of new categories and the use of satisfaction index. The results of the study and the corresponding strategy can provide a reference for library management, and ultimately achieve the purpose of improving the library user satisfaction.