摘要
目的KANO模型作为需求质量和满意度分析工具,在分析满意度影响时存在不足。拟将KANO模型与潜在顾客满意度改善指数(PCSI指数)进行混合式使用,来填补KANO模型的局限性。方法通过阐明KANO模型、顾客满意度系数、PCSI指数之间的关系,探究三种工具在服务设计中的混合式使用模式,为调查分析服务中顾客的需求质量和满意度影响提供流程化分工,并针对大学生心理健康服务实施案例实证研究。结论KANO模型与PCSI指数的混合式使用能更深入、全面地解析顾客的需求分布、满意度水平及两者的相互影响关系。经调查,大学生心理健康服务在满足学生需求和提升满意度上存在较大改善空间。为其纳入匿名咨询服务具有潜在的满意度改善作用,能推动服务组织转变为以关怀学生为中心。
As a demand quality and satisfaction analysis tool,the KANO model has deficiencies in analyzing the impact of satisfaction.The work aims to use the KANO model and the potential customer satisfaction improvement index(PCSI index)in a mixed way to fill the limitations of the KANO model.Through clarifying the relationship among the KANO model,customer satisfaction coefficient,and PCSI index,the mixed use mode of three tools in service design was explored to provide a process division of labor for investigating and analyzing the impact of customer demand quality and satisfaction in service and make an empirical study on the implementation of college students'mental health service.The mixed use of the KANO model and PCSI index can more deeply and comprehensively analyze the customer demand distribution,satisfaction level,and the influence relationship between them.According to the investigation,there is a large room for improvement in meeting students'needs and improving satisfaction.The research believes that the inclusion of anonymous counseling services has a potential effect on improving satisfaction,and can promote the transformation of service organizations to caring for students.
作者
王样
胡雨含
周楚雯
刘思瑜
WANG Yang;HU Yu-han;ZHOU Chu-wen;LIU Si-yu(College of Fine Arts,Guangdong Polytechnic Normal University,Guangzhou 510665,China)
出处
《包装工程》
CAS
北大核心
2023年第6期84-93,共10页
Packaging Engineering
基金
广东技术师范大学人才引进项目(2021SDKYB021)。
