基于用户满意度的数字博物馆服务设计评价方法研究  

A methodological study of service design and evaluation of digital museums based on user’s satisfaction rate

作　　者：铁铮 蒋超 燕耀[3] 雷桐[3] Tie Zheng;Jiang Chao;Yan Yao;Lei Tong

机构地区：[1]故宫博物院,北京100000 [2]安徽财经大学艺术学院,安徽蚌埠233000 [3]西安工程大学新媒体学院,陕西西安710072

出　　处：《文博》2022年第4期105-112,共8页

基　　金：安徽高校科学研究重点项目“陕西韩城古代建筑壁画的数字保护与虚拟博物馆的设计研究”(项目编号:17YJC760033)成果。

摘　　要：提升用户满意度是数字博物馆服务设计的重要目标。为了提升数字博物馆服务设计质量,对334名数字博物馆真实用户进行需求采集,并利用Kano模型对用户需求进行满意敏感度分析,通过筛选指标和确立权重,构建了包含三个层次、25个细节指标的评价指标体系。通过对多种评价计算方法进行比较,选定层次灰关联计算方法对三款数字博物馆服务设计方案进行评价实践和设计优化。实践结果表明,所提出的基于用户满意度的数字博物馆服务设计评价方法能够有效实现数字博物馆服务设计质量优化,具有较强的可操作性。Improving user satisfaction rate is one of the most important goals of the service design of digital museums.In order to improve the quality of service design of digital museums,this research obtained information of various demands on museum services from 334 digital museum users.The Kano model was used to analyze the satisfaction sensitivity of the digital museum users’demands.Through selecting a number of indicators and determining their weightings,we established an evaluation-index system,including three tiers and 25 specific indicators.After a comparison of multiple evaluation calculation methods,we selected the gray related calculation method to evaluate and optimize the service designs of the three digital museums.These results show that the service designs that were proposed based on user satisfaction rates of the digital museums could effectively optimize the quality of service design of digital museums,with a strong operability.

关 键 词：数字博物馆 服务设计评价 用户满意度 Kano 模型 层次灰关联 

分 类 号：G260.7[历史地理—考古学及博物馆学]