[目的/意義]大數據時代下,移動圖書館對用戶閱讀方式和獲取知識具有重要作用。在用戶感知移動圖書館服務質量需求由分散轉向關聯,服務質量評價過程由精確轉向模糊多元的情形下,文章提出了一種模糊Kano模型與猶豫模糊Taguchi方法為核心的綜合評價方法。[方法/過程]首先,根據用戶與決策者的偏好信息以模糊Kano修正指標重要度,分析用戶的直接需求。其次,根據評價過程中的不確定性及指標的關聯沖突,提出一種猶豫模糊Kano-Taguchi方法,該方法通過對主客觀綜合重要度的分析體現了用戶與決策者對移動圖書館的偏好程度。最后,以五所云南高校為例進行算例分析,且通過對比分析驗證本研究方法的科學性與合理性。[結果/結論]研究表明,文章提出的方法不僅簡便明了,而且客觀充足。

[Purpose/significance] Under the era of big data,mobile library plays an important role in user’s reading mode and knowledge acquisition.In the case that users perceive the service quality requirements of mobile library from decentralization to relevance,and the service quality evaluation process from precision to fuzzy pluralism,this paper proposes a comprehensive evaluation method based on fuzzy Kano model and hesitant fuzzy Taguchi method.[Method/process] Firstly,according to the preference information of users and decision makers,the importance of Kano correction index is fuzzed,and the direct needs of users are analyzed.Secondly,according to the uncertainty in the evaluation process and the correlation conflict of indicators,this paper proposes a hesitant fuzzy Kano Taguchi method,which reflects the user and decision-maker’s preference for mobile library through the analysis of the subjective and objective comprehensive importance.Finally,five universities in Yunnan Province are taken as examples to analyze,and the scientificity and rationality of this research method are verified by comparative analysis.[Result/conclusion] The research shows that the method proposed in this paper is not only simple and clear,but also objective and sufficient.