The Study Of Users' Needs Of Library Mobile Service In University Based On The QFD-Kano Model

In the current information age,the importance of information resources becomes more and more important,and the way of obtaining information resources has changed.As the disseminator of information,the service way of the library will be changed continuously.The library mobile service is just born in such a background,and as time goes on,is paid more and more attention.With the continuous development of library mobile service,the modes and contents of mobile service is becoming more and more diversified.But no matter what kind of mobile service,good service is only which can bring the users satisfaction.Library provides service must be based on users' needs in order to obtain users' satisfaction.The university library is also the case.Ensuring that mobile service provided meets the needs of teachers and students can enhance users' satisfaction and improve the use of library mobile service.The research subject of this paper is users' needs of mobile service in University Libraries.The questionnaire which included 24 items of mobile library services was designed,and has been investigated through the two ways of online and offline investigation which collected more than 300 valid questionnaires.Based on the results of questionnaire research,this paper deeply analyzed and researched the kind of users'needs and how to satisfy users' needs combined using the Kano model and quality function deployment(QFD)model.Kano model is a common scientific tool used to analysis users' needs.QFD model is an analysis model of technical characteristic which to meet the different Kano types of users' needs.According to the analysis result of the Kano types,there is a must-be requirement,10 attractive requirements,7 one-dimensional requirements and 6 indifference requirements in the 24 mobile services.Different need types have different characteristics.According to different characteristics of different need types,the users' needs can be understand more deeply. Through the Better-Worse index of Kano model,the effect of the degree of meeting users' needs to the users' satisfaction can be further in-depth understand.With the help of QFD Model,the specific users' needs are translated to 10 technical indexes of mobile service design or improvement.Through the specific process of QFD analysis,the relative importance of various technical characteristics will be finally calculated.The technical characteristics of high importance include the system performance,system function,network infrastructure and mobile service technology.The technical characteristics of middle importance include the service ability and the service attitude.The technical characteristics of low importance include the various types of information resources and computer system.Finally,based on the results of the QFD analysis,several suggestions were put forward for the design or improvement of the mobile service of university library,including:improving the system performance,enriching and perfecting the system function,strengthening the construction of network infrastructure,making full use of the mobile service technology,improving the accomplishment of service personal and paying attention to the construction of the information resources.