基于顾客让渡价值的工业设计服务平台用户满意度实证研究

Empirical Study on User Satisfaction of Industrial Design Service Platform Based on Customer Delivered Value

通过研究国内中小型工业设计服务平台的用户满意度与用户参与情况,帮助中小型工业设计服务平台突破发展瓶颈。因此,基于顾客让渡价值理论,梳理工业设计服务平台中的用户价值关系,分析工业设计服务平台中的用户价值要素;针对工业设计服务平台的实际情况,在已有的顾客让渡价值量表的基础上提出产品价值、服务价值、人员形象价值和成本优势四个影响用户满意度和用户参与的价值要素下的18个观测变量和2个验证变量。通过实证调查与分析,验证了产品价值、服务价值、人员形象价值和成本优势对用户满意度的影响以及产品价值、服务价值、人员形象价值对用户参与的影响,并根据分析结果对中小型工业设计服务平台的发展和建设工作提出了建议。

By studying the user satisfaction and user participation of the domestic medium and small industrial design service platform,we can help the medium and small industrial design service platform break through the development bottleneck.Therefore,based on the theory of customer delivered value,the user value relationship in the industrial design service platform is sorted out,and the user value elements in the industrial design service platform are analyzed;according to the actual situation of the industrial design service platform,on the basis of the existing customer delivered value scale,18 observation variables and 2 verification variables are proposed under the four value elements of product value,service value,personnel image value and cost advantage that affect user satisfaction and user participation.Through empirical investigation and analysis,the impact of product value,service value,personnel image value and cost advantage on user satisfaction and the impact of product value,service value and personnel image value on user participation are verified,and suggestions are put forward for the development and construction of small and medium-sized industrial design service platform based on the analysis results.