基于KANO模型分析法的老年公寓服务改善策略研究  

Research on Service Improvement Strategies of Elderly Apartments on the Strength of KANO Model Analysis

作　　者：黄丽[1] 余娅婷 付丽萍[1] 余娇 张蕾 温燕[1] HUANG Li;YU Ya-ting;FU Li-ping;YU Jiao;ZHANG Lei;WEN Yan(Panzhihua University,Panzhihua 617000,Sichuan;Kunming University of Science and Technology,Kunming 650000,Yunnan)

机构地区：[1]攀枝花学院,四川攀枝花617000 [2]昆明理工大学,云南昆明650000

出　　处：《攀枝花学院学报》2020年第3期58-63,共6页Journal of Panzhihua University

基　　金：攀枝花学院课题项目“基于Kano模型与QFD集成的老年公寓服务策略研究”(035000719);国家级大学生创新创业训练项目“基于KANO模型分析法的“康养+医疗”老年公寓服务策略研究与设计”(025500540)。

摘　　要：人口老龄化是一个日趋严峻的挑战和难题,根据国家和四川省关于加快推进健康与养老服务业的政策,攀枝花市于2014年率先提出创建康养产业发展试验区,构建全方位、多层次的养身、养心、养老基地,打造“中国康养胜地”。文章以老年群体服务需求和老年公寓服务满意度为出发点,基于KANO模型分析法探索老年群体服务需求的满足对老年公寓服务满意度的影响,由此识别出优先改善的服务项目,使服务策略改进措施更加具有针对性和可靠性。在KANO模型最主要的三个质量属性当中,关注魅力需求对于提升满意度的效果最佳,而改善必备需求与期望需求,则更有助于缓解用户的不满。Population aging is an increasingly serious challenge and problem.According to the national policies and local policies in Sichuan Province on accelerating the promotion of health and pension service industry,Panzhihua took the lead in 2014 in establishing a health care industry development pilot area in order to build a comprehensive and multi-level health care,heart care and old-age care center,and build a"China health care resort".On the basis of service demands among the elderly and the service satisfaction of the elderly apartments,this paper explores the impact of different service demands of the elderly on the service satisfaction of the elderly apartments,hence,identifies priorities in improving the service items in order to promote the pertinence and reliability of service strategies.Among the three key quaity attributes of KANO model,focusing on the demands of glamour in promoting satisfaction and improvements in the demands of necessities and expectations are helpful in reducing users’discontents.

关 键 词：康养 老年公寓 服务策略 KANO模型分析法 质量属性 满意度评价 

分 类 号：F719[经济管理—产业经济]