基于Kano模型的公共档案馆网络信息服务要素分类研究

doi:10.16065/j.cnki.issn1002-1620.2018.05.021

档案学研究

2018, Vol. 32

Issue (5): 112-118 DOI: 10.16065/j.cnki.issn1002-1620.2018.05.021

档案信息化

本期目录 | 过刊浏览

基于Kano模型的公共档案馆网络信息服务要素分类研究

雷晓庆, 刘荣芳, 景娴

山西大学经济与管理学院太原 030006

The Study of the Classification of Elements of Network Information Service in Public Archives Based on the Kano Model

Xiaoqing LEI, Rongfang LIU, Xian JING

School of Economics and Management,Shanxi University,Taiyuan 030006

全文:

HTML

PDF(1095 KB)
输出: BibTeX | EndNote (RIS)

摘要:

在当前,公共档案馆服务质量和满意度的研究已经成为档案学界关注的重点。本文首先通过文献研究并结合专家咨询,构建了影响公共档案馆网络信息服务质量的要素,并设计和发放了Kano调查问卷和重要度调查问卷;其次,根据回收的数据进行Kano模型分析、混合类分析、基于Better-Worse指数的分析和重要度分析;最后,对Kano模型分析、混合类分析和重要度分析所确定的Kano类别进行分析,为公共档案馆网络信息服务提供管理策略,并根据Better-Worse 指数,结合象限分析法,识别出改善某项服务要素时对提高用户满意度和防止用户不满意程度的影响,以期改善公共档案馆的服务质量,并使用户满意。

Abstract：

At present, the research on the quality of service of public archives and the customer satisfaction has become the focus of archivists.Firstly, this article constructes the elements that influence the quality of information service of public archives through literature research and expert consultation, the Kano survey questionnaire and the importance degree questionnaire are also designed and distributed.Secondly, the Kano model analysis, mixed class analysis, Better-Worse index analysis and importance analysis are carried out according to the recovered data. Finally, it analyzes the Kano categories determined by Kano model analysis, mixed class analysis and importance analysis, and provides management strategies for public archives network information service. And it identifies the impact of improving user satisfaction and preventing user dissatisfaction when improving a service element according to the Better-Worse index and the quadrant analysis method, in order to improve the service quality of the public archives and make the customers satisfied.

出版日期: 2019-01-09

	服务

	把本文推荐给朋友
	加入引用管理器
	E-mail Alert
	RSS
	作者相关文章

引用本文:

雷晓庆, 刘荣芳, 景娴. 基于Kano模型的公共档案馆网络信息服务要素分类研究[J]. 档案学研究, 2018, 32(5): 112-118.
Xiaoqing LEI, Rongfang LIU, Xian JING. The Study of the Classification of Elements of Network Information Service in Public Archives Based on the Kano Model. Archives Science Study, 2018, 32(5): 112-118.

链接本文:

http://journal12.magtechjournal.com/Jwk_dax/CN/10.16065/j.cnki.issn1002-1620.2018.05.021 或 http://journal12.magtechjournal.com/Jwk_dax/CN/Y2018/V32/I5/112

[1]	Kano N,Seraku N,Takahashi F,et al.Attractive Quality and Must-Be Quality[J]. Journal of the Japanese Society for Quality Control,1984,4(2):147-156.
[2]	Huiskonen J,Pirttil& #xE4;T. Sharpening Logistics Customer Service Strategy Planning by Applying Kano’s Quality Element Classification[J]. International Journal of Production Economics,1998,56-57(1):253-260.
[3]	Chen C C,Chuang M C.Integrating the Kano Model into a Robust Design Approach to Enhance Eustomer Satisfaction with product design[J]. International Journal of Production Economics,2008,114(2):667-681.
[4]	Llinares C,Page A F.Kano’s Model in Kansei Engineering to Evaluate Subjective Real Estate Consumer Preferences[J]. International Journal of Industrial Ergonomics,2011,41(3):233-246.
[5]	Florez-Lopez R.Managing logistics customer service under uncertainty: An integrative fuzzy Kano framework[J]. Information Sciences, 2012, 202(10):41-57.
[6]	Garibay C, Gutiérrez H, Figueroa A. Evaluation of a Digital Library by Means of Quality Function Deployment (QFD) and the Kano Model[J].Journal of Academic Librarianship,2010,36(2):125-132.
[7]	韦景竹,曹树金,陈忆金.基于读者需求的城市公共图书馆服务质量评价模型研究—— 以广州图书馆为例[J]. 图书情报知识, 2015(6):36-47.
[8]	Berger C,Blauth R,Boger Dal. Kano’s Methods for Understanding Customer-defined Quality[J]. Center for Quality Management Journal,1993(4):3-36.
[9]	Lee M C,Newcomb J F.Applying the Kano Methodology to Meet Customer Requirements:NASA’s Microgravity Science Program[J],1997.
[10]	Berger C,Blauth R,Boger D,etal. Kano’s Methods for Understanding Customer-defined Quality[J]. Center for Quality Management Journal,1993(4):3-36.
[11]	Kano N,Life Cycle and Creation of Attractive Quality [A]. The 4th International Quality Management and Organizational Development Conference,2001.

No related articles found!

Viewed

Full text

Abstract

Cited

Shared

Discussed