Research on Research Support Service of the Hospital library Based on the Kano Model

Corresponding author: WANG Xing, wangx689@mail3.sysu.edu.cn

DOI: 10.12201/bmr.202503.00048

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  Abstract: Purpose/Significance To prioritize the research support service items of the hospital library based on user satisfaction, and put forward the optimization strategy of the research support service. Method/Process The study designed a Kano questionnaire and conducted a questionnaire survey in a tertiary hospital, to analyze the Kano attribute classification of every research support service item. The user satisfaction was analysised with Better-Worse coefficient, and the research support service items were prioritized based on the impact intensity of the customers, additionally. Result/Conclusion The 22 research support service items are divided into four levels. The first priority includes 3 research support service items; the second priority includes 7; the third priority includes 7 ; and the fourth priority includes 5 . We suggest the strategies for optimizing the research support service of hospital libraries include emphasizing the training of librarians to enhance their professional competence, strengthening departmental collaboration to promote the construction of research support service jointly, implementing research support service items at different levels in a progressive manner, and establishing a dynamic adjustment mechanism to continuously optimize the construction of research support service.

  Key words: research support；Kano model；service items；hospital library; customer satisfaction

  Submit time: 17 March 2025

  Copyright: The copyright holder for this preprint is the author/funder, who has granted biomedRxiv a license to display the preprint in perpetuity.
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  1	2024-12-23	10.12201/bmr.202503.00048V1	Download

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