Studying on Enhancing Readers' Satisfaction Model of Electronic Service Quality in Library Based on LibQUAL+ and Kano

Nowadays, more and more electronic products have been applied to library, at the same time, there are many new factors influencing the service quality of library. However, there isn't a better measurement to identity them. This paper studies and presents the library electronic resources based on LibQUAL+ and Kano to discern the influence factors, and Zhengzhou University library is an example. Firstly, LibQUAL+ and Kano including 7 dimensions, which are interactive quality, usability, personality, E-resources, affect of library, traditional service information, are put forward a new model to find the potential problems that impact the library electronic service quality. Secondly, we design the library electronic service quality questionnaire and distribute them to students random in Zhengzhou University library, and process the data using statistical method. Finally, extra service, a communication platform and latest information should provide to readers. Besides, TRIZ principles #1, #14, #19 are given to improve the service quality according the TRIZ techniques. Result shows that the model we built is feasible through the empirical analysis.