运用Kano模型分析方法开展科技查新顾客满意度调查

Developing the Customer Satisfaction Investigation of Sci-tech Novelty Retrieval by Using the Kano Model Analysis Method

运用Kano模型分析方法对科技查新工作进行顾客满意度调查,确定了影响科技查新顾客满意度的因素,包括查新报告的内涵需求(查新报告质量、查新结论)、外延需求(服务需求、心理需求、文化需求等)、价格需求(价位、价格弹性)及所涵盖的13个指标,并根据Kano分类提出了改进科技查新服务的措施。

By using the kano model analysis method, this paper carries out the customer satisfaction investigation of sci-tech novelty retrieval,and determines the factors affecting the customer satisfaction, which include the connotation demands for sci-tech novelty retrieval report（report quality and novelty retrieval conclusion）,denotation demands（service needs,psychologicalneeds,andculturalneeds,etc.）,pricedemands（price and price elasticity）and 13 indicators covered by them, and based on the Kano classification,puts forward some measures for improving the quality of sci-tech novelty retrieval service.