| 基于Kano模型的科技查新顾客满意度影响因素分析 |
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| 引用本文： | 吕晓丽,王晓丽,蔚洁.基于Kano模型的科技查新顾客满意度影响因素分析[J].情报探索,2014(10):19-22. |
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| 作者姓名： | 吕晓丽 王晓丽 蔚洁 |
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| 作者单位： | 北京科技大学图书馆 北京 100083 |
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| 摘 要： | 根据科技查新的顾客满意度调查,提出一种基于Kano模型的顾客满意度测评方法。运用该模型对科技查新顾客满意度的影响因素进行实证研究,将影响科技查新顾客满意度的指标进行Kano分类,并根据测评结果提出相应的改进措施,为更好地理解和满足顾客需求、提高科技查新服务质量提供参考。
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| 关 键 词： | Kano模型 顾客满意度 影响因素 科技查新 |
Kano Model-based Analysis of Influence Factors on Customer Satisfaction of Sci-tech Novelty Retrieval |
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| Lyu Xiaoli,Wang Xiaoli,Yu Jie.Kano Model-based Analysis of Influence Factors on Customer Satisfaction of Sci-tech Novelty Retrieval[J].Information Research,2014(10):19-22. |
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| Authors: | Lyu Xiaoli Wang Xiaoli Yu Jie |
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| Institution: | ( Library of University of Science and Technology Beijing, Beijing 100083 ) |
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| Abstract: | According to customer satisfaction survey of sci-tech novelty retrieval,the paper gives a Kano model-based method for measuring and evaluating customer satisfaction.It uses the model to do an empirical research on influence factors on customer satisfaction of sci-tech novelty retrieval and classifies the indexes influencing customer satisfaction.On the basis of evaluation results,it proposes corresponding measures for understanding and meeting customer’s needs and improving service quality of sci-tech novelty retrieval. |
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| Keywords: | Kano model customer satisfaction influence factor sci-tech novelty retrieval |
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