【摘要】 顾客需求分析是服务优化的前提。传统研究在分析乘客需求时大多采用Kano模型。但使用Kano模型对乘客需求进行分析,虽可初步界定关键服务要素,但也存在着定量化程度不足等问题。为克服单一分析方法的局限性,尝试将Kano模型和Matzler、Hinterhuber提出的量化分析工具相结合,通过计算降低顾客不满意系数(DDI)和增加顾客满意系数(SII),进而构建DDI-SII矩阵,以更加准确地界定关键服务要素并确定服务优化的策略优先级。更多还原

【Abstract】 Analysis of customer requirement is the premise to the service improvement. Kano model is a useful tool in analyzing the customer’requirement and defining the key elements,but it’s still obviously insufficient. This paper proposes to integrate the Kano model and the indices of SII,DDI which are built by Matzler & Hinterhuber,so a new analytical approach is formed to find the key service elements and to define the strategy priority of service improvement more accurately as well as take the advantages of the traditional Kano Model itself.更多还原