基于Kano模型的政府采购用户满意度调查--以教育图书和设备为例  

Users’Satisfaction on Government Procurement Using Kano Model:Based on Educational Books and Equipment

作　　者：高娟[1] 刘红宇[2] GAO Juan;LIU Hongyu(Institute of Higher Education,Beijing University of Aeronautics and Astronautics,Beijing 100083,China;Chinese Collaborative Innovation Center Guangxi Branch of Finance and Economics Education,Guangxi University of Finance and Economics,Nanning Guangxi 530003,China)

机构地区：[1]北京航空航天大学高等教育研究院,北京100083 [2]广西财经学院中国财经素养教育协同创新中心广西分中心,广西南宁530003

出　　处：《北京航空航天大学学报（社会科学版）》2020年第5期117-124,共8页Journal of Beijing University of Aeronautics and Astronautics：Social Sciences edition Edition

基　　金：国家社会科学基金立项项目(13CJY112)。

摘　　要：政府采购是政府财政支出的重要渠道,政府采购用户满意度反映了使用者对政府购买性支出活动的认可程度。研究以教育图书和教学设备采购为例,采用Kano模型及其方法对其用户(教师和学生)的满意度开展调查和研究,结果显示:最能提升用户满意度的前四项需求分别是:财务公开、实用性较强、完工及时、售后响应快速。因此,研究建议教育图书和教学设备的采购要注重学校教师、学生的财务知情权,充分公开采购信息;关注师生的真实需求,提高图书和设备的实用性;鼓励企业自律,完善管理制度,敦促厂商按时履约完工;优先选择销售和维护一体化的供应商,健全管理机制等。Government procurement is an important channel of national financial expenditure,and users’satisfaction on it is an essential indicator,which reflects their recognition degree to purchasing activities.By using Kano model,this research takes a survey on educational books and equipment,and makes a data analysis among teachers and students,the result shows that the top four items of increasing customer satisfaction are financial openness,practicability,timely completion as well as rapid after-sale response.Therefore,government should first of all,fully publicize relevant financial information.Then,the actual demand need to be concerned in order to improve practicability.Moreover,enterprises can be encouraged to be self-disciplined,and management system should be perfected to urge enterprises to fulfill contracts on time.Finally,government can give priority to suppliers who integrate sales and maintenance,in addition to promoting the formation of sound mechanisms and so on.

关 键 词：KANO模型 政府采购 用户满意度 需求属性 SI-DSI系数 

分 类 号：G46[文化科学—教育学]