Research On The Service Content Of WeChat Official Account Of University Libraries Based On The Analysis Of User Satisfaction

As an emerging social media,WeChat public platform has the advantages of simple operation,good information transmission rate and strong function expansibility,and has been integrated into the work and life of the public.The university library reader service also pays attention to this new platform,and uses WeChat public platform to expand the traditional library service,enrich online service and innovate the service form.The academic research on library WeChat services has been gradually deepened and refined.In this study,different service contents of public platform of university library WeChat have different effects on user satisfaction,using the method of feedforward control of users' satisfaction in kano model,user satisfaction index and refined kano model,classifying the service content,according to the characteristics of the different types of service content to find the direction of the supply,priority management strategy is put forward,so as to promote t the user satisfaction of WeChat public platform in university library.In this paper,29 items of existing service contents of WeChat public platform of 42"double first class"university libraries were collected and sorted as the questionnaire indexes.Kano questionnaire and significance questionnaire were distributed to five representative"double-top"students from Peking University,renmin university of China,zhejiang university,wuhan university and tianjin university who paid attention to the library WeChat public platform.Among them,the WeChat public platform of university library issued 300 questionnaires and recovered 228 valid questionnaires.The kano questionnaire for public platform of WeChat in university library is issued with 400 copies,and 345 copies of valid questionnaires are recovered.In the end,this study processed and analyzed the survey data,and classified the service contents of WeChat public platform in university library.from the perspective of user satisfaction kano model:of the 29 service contents,6 expected service contents,18 attractive service contents and 5 indifference service contents;Based on the principle of refined kano model,the service contents were further divided into 5 high-expectation service contents,8 high-glamour service contents,10 low-glamour service contents,2 potential service contents and 4 irrelevant service contents according to the survey results.Based on the results of the survey data,supply priority sequence and management strategy analysis were conducted respectively from the perspective of kano model and user satisfaction index.Finally,the conclusions of this study were summarized and implementation Suggestions were proposed.This study can provide references for administrators of WeChat public platform of university library,and finally achieve the goal of improving user satisfaction.