机场导航类服务机器人的需求分析及提升策略研究——基于KANO模型及顾客满意度的需求优先级分析  

Demand Analysis and Enhancement Strategy for Airport Navigation Service Robots:A Demand Priority Analysis Based on KANO Model and Customer Satisfaction

作　　者：周超 朱旺 ZHOU Chao;ZHU Wang(College of Design,Hanyang University,Seoul 04763,Korea;College of Art and Design,Anhui University of Technology,Maanshan 243000,Anhui,China)

机构地区：[1]汉阳大学设计学院,韩国首尔04763 [2]安徽工业大学艺术与设计学院,安徽马鞍山243000

出　　处：《徐州工程学院学报（社会科学版）》2024年第2期68-76,共9页Journal of Xuzhou Institute of Technology：Social Sciences Edition

基　　金：安徽工业大学校级项目“阿尔茨海默症医疗辅助类产品设计方法研究”(RZ2100003437)。

摘　　要：目前机场智能设备使用率较低,有必要掌握机场乘客对机场智能设备的使用需求。研究旨在通过调查用户对机场导航类机器人的服务需求,明确进一步服务改善方向。研究采用了焦点小组访谈、KANO模型问卷及Better-Worse系数对用户需求进行了提炼及分类。结果表明:用户对导航类机器人的需求类别被划分为3个必备型需求、5个期望型需求、7个魅力型需求、5个无差异型需求。其中自助值机、机场各项设施介绍、登机口引导为必备型需求;食品配送服务、转机流程查询、搬运行李、语言识别功能、航班信息查询为期望型需求;餐饮推荐及预订、机场餐饮就餐人数提醒、多语言系统、纪念品商店引导、机场餐饮价格标注及导航、机场咖啡店引导、智能聊天功能为魅力型需求。研究结果有助于向机场导航类机器人的研发部门提供服务改善策略的新见解。It is necessary to realize the passengers'needs for the use of smart devices in airports due to their low usage rate.The objective of this study is to identify the direction of future service improvement by investigating users'service needs for airport navigation robots.To refine and categorize such user needs,focus group interviews,KANO model questionnaires and Better-Worse coefficients are employed.The results show that the user needs for navigation robots can be classified into three essential needs,five desired needs,seven glamour needs,and five undifferentiated needs.Self-check-in,introduction of airport facilities,and gate guidance are identified as essential needs;food delivery service,transfer process enquiry,baggage handling,language recognition,and flight information enquiry are desirable needs;catering recommendation and booking,reminder of the number of people who have eaten at the airport catering,multi-language system,guidance of souvenir shops,airport catering price indication and navigation,guidance of the airport café,and intelligent chatting are attractive needs.Features are identified as glamour-based needs.The findings of the study offer new insights into service improvement strategies for the research and development departments of airport navigation robots.

关 键 词：KANO模型 顾客满意度系数 机场服务机器人 功能需求 用户体验 

分 类 号：TP242[自动化与计算机技术—检测技术与自动化装置]