A-Kano模型下全过程工程咨询业主需求实证研究

Empirical study on owner's demand of whole process engineering consulting using A-Kano

我国全过程工程咨询实践正处于多种模式并存、咨询内容差异较大的探索性阶段。以业主需求为导向,合理确定咨询服务内容,提升全过程工程咨询企业服务能力,是推进全过程工程咨询健康发展的关键。通过梳理相关文献,识别出12种全过程工程咨询业主需求,进而借助A-Kano模型开展正、负向满意度与重要度问卷调查,并计算出各类需求的优先级。实证分析结果表明:工程监理和造价咨询属于基本型需求;项目管理、设计及勘察属于期望型需求;招标代理、前期策划和BIM咨询为兴奋型需求;后期运营、建筑节能与绿色建筑咨询、工程检测服务以及工程保险咨询为无差异需求。基于上述结果为工程咨询企业提出转型建议,使其更好地满足业主集成化、个性化的咨询需求。

The whole process engineering consulting practice in China's construction industry is in an exploratory stage where multiple modes coexist and the consulting content varies greatly.To promote the healthy development of this enterprise,key measures are to take the owner's demand as the guide,reasonably determine the content of its consulting service,and improve its service ability.Through combining relevant information in literature,this study identifies 12 kinds of owner demands of the whole process engineering consulting,carries out the questionnaires of positive and negative satisfaction and importance with the help of the A-Kano model,and calculates the priority of each kind of the demands.The results of empirical analysis show that engineering supervision and cost consulting belong to the must-be demand;project management,design and survey belong to the one-dimensional demand.And bidding agency,pre-planning and BIM consulting are the attractive demand;the indifferent demand includes post-operation,building energy-saving and green building consulting,engineering inspection services,and engineering insurance consulting.Based on these results,we suggest the engineering consulting enterprises be transformed to better meet the integrated and personalized consulting demands of construction owners.