基于KANO模型的突发公共卫生事件信息公开的公众需求研究

Research on Public’s Demands for Information Disclosure of Public Health Emergencies Based on KANO Model

[目的/意义]在突发公共卫生事件应对中,社会公众主动申请公开信息的需求与政府信息公开服务的精准供给的匹配度不足,而当前学界从公众关注视角对突发公共卫生事件信息公开的关键要素及策略的探讨也较少,难以提高突发公共卫生事件信息公开的公众满意度。[方法/过程]文章以新型冠状病毒肺炎疫情(COVID-19)事件为例,梳理了关于我国突发公共卫生事件信息公开内容与方式的文献与网页资料,运用问卷调查、KANO模型,从公众需求视角对突发公共卫生事件信息公开的内容与方式进行了实证研究。[结果/结论]将突发公共卫生事件信息公开的公众需求类型划分为基本型需求、期望型需求、魅力型需求、无差异型需求,并基于满意度系数(SI)-不满意度系数(DSI)象限图,分析各类信息公开内容与方式对公众需求满意度的影响特征,并提出突发公共卫生事件信息公开治理策略,为政府部门提升突发公共卫生事件信息公开质效提供决策支撑。

[Purpose/significance]In the response to public health emergencies,the matching degree between the demand of the public to actively apply for public information and the precise supply of government information disclosure services is insufficient.At the present,scholars have little discussion on the key elements and strategies of information disclosure of public health emergencies from the perspective of public concern,which is difficult to improve the public’s satisfaction with the information disclosure of public health emergencies.[Method/process]Taking the COVID-19 epidemic as an example,the authors sort out the literature and web pages about the information disclosure of public health emergencies in China.By using questionnaires and KANO models,it makes an empirical study on the contents and ways of information disclosure of public health emergencies from the perspective of public demand.[Result/conclusion]The authors divide the public demand classification of information disclosure of public health emergencies into basic demand,expectation demand,charm demand,irrelevant demand.According to the two-dimensional quadrant of satisfaction coefficient(SI)-dissatisfaction coefficient(DSI),we analyze the influence characteristics of various information disclosure contents and methods on the satisfaction of public demand,and put forward the information disclosure governance strategies of public health emergencies,which provide strong decision support for government departments to improve the quality and efficiency of information disclosure in public health emergencies.