基于KANO-QFD集成方法的健康网站信息服务质量优化研究  

Research on Optimization of Health Website Information Service Quality Based on KANO-QFD Integration Method

作　　者：熊回香[1] 詹晓敏 郑晓威 Xiong Huixiang;Zhan Xiaomin;Zheng Xiaowei(School of Information Management,Central China Normal University,Hubei Wuhan 430079;Jiang’an District Office,Wuhan Tax Service,State Administration of Taxation,Hubei Wuhan 430010)

机构地区：[1]华中师范大学信息管理学院,湖北武汉430079 [2]国家税务总局武汉市江岸区税务局,湖北武汉430010

出　　处：《情报理论与实践》2024年第8期160-170,179,共12页Information Studies:Theory & Application

基　　金：国家社会科学基金重点项目“数智驱动的在线健康资源挖掘与智慧服务研究”(项目编号:22ATQ004);2022年度华中师范大学基本科研业务费(人文社科类)交叉科学研究项目“基于量化自我技术的个体健康管理研究”(项目编号:CCNU22JC033)的成果。

摘　　要：[目的/意义]健康网站作为新兴的健康信息服务方式,是用户获取健康信息和服务的重要平台。优化健康网站信息服务质量不仅可以保护用户的健康安全,还可以促进在线医疗行业的发展。[方法/过程]文章构建了基于KANO-QFD集成方法的健康网站信息服务质量优化模型,并以好大夫在线为例进行了实证研究。主要运用E-SERVQUAL和KANO模型设计调查问卷对健康网站进行用户需求获取与分析,采用Better-Worse系数分析法进行用户需求关键信息服务质量要素提取,最后使用QFD模型构建信息服务质量屋实现优化策略重要度排序。[结果/结论]可以为健康网站信息服务质量优化提供针对性对策与建议,细化分析用户需求和明确健康网站信息服务质量的重点改进方向。[Purpose/significance]As an emerging health information service approach,health website is an important platform for users to obtain health information and services.Optimizing the health website information service quality not only protects users’health and safety,but also promotes the development of online medical industry.[Method/process]This paper constructed a health website information service quality optimization model based on KANO-QFD integration method,and conducted an empirical study using Good Doctor Online as an example.It mainly used E-SERVQUAL and KANO model to design questionnaires to acquire and analyze user requirements for health websites,adopted the Better-Worse coefficient analysis method to extract the key information service quality elements of the user requirements,and finally used the Quality Function Deployment(QFD)model to construct the information service quality house to achieve an optimization strategy importance ranking.[Result/conclusion]This paper can provide targeted countermeasures and suggestions for the optimization of health website information service quality,refine the analysis of user requirements and clarify the key improvement direction of health website information service quality.

关 键 词：健康网站 信息服务质量 QFD模型 KANO模型 用户需求 

分 类 号：R-05[医药卫生] G252[文化科学—图书馆学]