结合KANO模型应用的微信商城功能可供性对用户满意度影响研究——以A微商城为例  

Research on the Impact of the Availability of the WeChat Mall Function Combined with the Application of the KANO Model on Users’Satisfaction--Taking A WeChat Mall as an Example

作　　者：吴婷婷 冯艳[1] WU Tingting;FENG Yan(NingboTech University,Ningbo,Zhejiang 315000)

机构地区：[1]浙大宁波理工学院,浙江宁波315000

出　　处：《中国商论》2022年第22期96-99,共4页China Journal of Commerce

摘　　要：随着电子商务的蓬勃发展,微信商城这一新兴社会化商务平台应运而生,为消费者提供了更好的消费途径。众所周知,电商平台的运转离不开技术功能的支持,因此功能成为影响客户满意度与服务质量的关键性因素,必须加强平台功能管理,以提高微信商城服务品质及市场竞争力。本文以A微商城为例,结合KANO模型,探讨用户满意度及平台功能可供性的影响作用,研究结果对A微商城优化该系统功能、提高用户满意度有借鉴意义。With the vigorous development of e-commerce,WeChat Mall,an emerging social business platform,has emerged to provide consumers with a better way to consume.As we all know,the operation of e-commerce platforms cannot be without the support of technical functions,so the functions become a key factor affecting customers’satisfaction and service quality,and the platform function management must be strengthened to improve the service quality and market competitiveness of WeChat Mall.In this paper,we take A WeChat Mall as an example and combine the KANO model to explore the influence of users’satisfaction and the availability of platform function,and the research results have implications for A WeChat Mall to optimize the system’s functions and improve users’satisfaction.

关 键 词：KANO模型 用户满意度指数 功能可供性 微商城 四象限图 

分 类 号：F724.6[经济管理—产业经济]