| 董泽稼,吴菲.图书馆虚拟数字人服务功能的需求分析与优化策略[J].数字图书馆论坛,2025,21(2):47~54 |
| 图书馆虚拟数字人服务功能的需求分析与优化策略 |
| Demand Analysis and Optimization Strategies of Virtual Digital Human Service Functions in Libraries |
| 投稿时间：2024-09-25 |
| DOI：10.3772/j.issn.1673-2286.2025.02.009 |
| 中文关键词: 图书馆；虚拟数字人；KANO模型；用户需求 |
| 英文关键词: Library; Virtual Digital Human; KANO Model; User Demand |
| 基金项目:本研究得到吉林省社会科学基金项目“吉林省文旅融合数字化创新的机制与路径研究”（编号：2023C45）、吉林省教育厅社会科学基金项目“吉林省数字化文旅消费新场景构建的机制与路径研究”（编号：JJKH20240203SK）资助。 |
| 作者 | 单位 | | 董泽稼 | 吉林财经大学管理科学与信息工程学院 | | 吴菲 | 吉林财经大学管理科学与信息工程学院 |
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| 中文摘要: |
| 从用户需求视角出发探讨图书馆虚拟数字人的服务功能优化策略，对于提高图书馆虚拟数字人的利用率、实现服务供给与用户需求匹配具有重要意义。在梳理现有研究的基础上，总结提炼出图书馆虚拟数字人的19项服务功能，分属虚拟宣讲、智能问答、知识组织、用户培训、阅读推广和人文关怀6个维度。运用KANO模型分析法，结合混合类分析法和Better-Worse满意度系数分析法，识别图书馆虚拟数字人服务功能的需求类别。用户对图书馆虚拟数字人服务功能的需求是分层次的，涵盖7项魅力型需求、1项期望型需求和11项混合型需求。根据用户的分层次需求提出针对性的优化策略，以期推进图书馆虚拟数字人服务应用的高质量发展。 |
| 英文摘要: |
| Discussing the service function optimization strategy of library virtual digital human from the perspective of user demand is of great significance for improving the utilization rate of library virtual digital human and realizing the match between service supply and user demand. On the basis of the existing research on library virtual digital human, 19 service functions are summarized and refined, which are divided into 6 dimensions: virtual presentation, intelligent question and answer, knowledge organization, user training, reading promotion, and humanistic care. The KANO model analysis method, combined with the mixed class analysis method and Better-Worse satisfaction coefficient analysis method, is used to identify the categories to which the library virtual digital human service functions belong. Users’ needs for library virtual digital human service functions are hierarchical, covering 7 attractive types, 1 expected type, and 11 mixed types. In view of the hierarchical needs of users, targeted optimization strategies are proposed with a view to promoting the high-quality development of the application of virtual digital human services in libraries. |
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