基于客户满意度的邮轮移动服务质量属性识别

Quality attributes identification of the cruise-ship mobile services based on the consumer satisfaction perspective

从客户满意角度出发,对影响邮轮移动服务的5类质量元素(信息质量、系统质量、服务质量、导航、安全与隐私)进行质量属性识别。分析基于KANO模型,使用调节回归分析法对244份问卷数据进行属性判别。结果表明,信息质量元素"准确的产品交付信息"属于基本质量属性,服务质量元素"24h服务"被归类为魅力质量属性,其余7个元素都是期望质量属性。证实影响移动服务质量的元素所属质量属性不同,会对客户满意度产生差异性作用。

From the perspective of customer satisfaction, the quality attributes identification re- search is conducted upon the five main quality influencing factors （information quality, system qual- ity, service quality, navigation, security and privacy） of the general cruise-ship mobile services. According to the KANO model, the moderated regression analysis is adopted on the valid 244 sur- vey data. It is found that the ＂accurate delivery of information＂ is the basic quality factor, ＂24 hours service＂ belongs to an attractive quality factor, and all other seven factors are performance quality factors. The findings validate the fact that the diversified quality influencing factors of mo- bile services which belong to the varied quality attributes can affect customer satisfaction different- ly. Thus, the cruise-ship mobile service platform runners should guarantee the basic quality attrib- ute, strengthen the performance attribute, and effectively improve the attractive attribute. Mean- while, it is also important to conduct dynamic quality attributes identification, and adjust the corre- sponding quality influencing factors.