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Zhou, Y.L., Wang, Y.H. and Wei, W.X. (2014) Evaluation Research on Service Quality of University Libraries Based on LibQUAL + TM-Taking the Library of Hebei University of Technology as an Example. Library Work and Study, No. 2, 109-112.

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• TITLE: User Needs-Driven Service Path Optimization for Beijing Urban Reading Spaces: A Kano Model Perspective

  AUTHORS: Nanying Qiao, Meichen Duan, Shasha Ye

  KEYWORDS: Urban Reading Space, Public Cultural Space, User Requirements, Kano Model

  JOURNAL NAME: Open Journal of Applied Sciences, Vol.16 No.3, March 18, 2026

  ABSTRACT: Purpose: The urban reading spaces in Beijing serve as a pivotal component in transforming public libraries and promoting nationwide literacy, focusing on optimizing service delivery to support the high-quality development of public cultural offerings. Methods: Methodologically, this study employs literature review, online surveys, field observations, and questionnaire techniques to analyze operational characteristics across nearly 170 urban reading centers within Beijing’s 16 districts. Quantitative analysis of over 400 valid questionnaires, based on the Kano model, identifies distinct user demand categories and key issues. Results: The findings reveal a multi-stakeholder framework characterized by government leadership and social participation, yet challenges, such as information dissemination gaps, funding shortages, inconsistent service quality, fragmented management, and cultural deficiencies persist. User needs are classified into attractive, expected, must-be, and indifferent types. Accordingly, strategic recommendations include enhancing promotional mechanisms, diversifying funding channels, improving service quality, establishing a unified management system, and strengthening cultural attributes.