基于SERVQUAL-QFD模型的智能展柜设计研究  

Design of Intelligent Display Cabinet Based on SERVQUAL-QFD Model

作　　者：范蒙[1,2] 郭子健 王帅 张金珥[1] FAN Meng;GUO Zijian;WANG Shuai;ZHANG Jiner(School of Design,Inner Mongolia Normal University,Hohhot 010000,China;Design and Social Innovation Inner Mongolia University Humanities and Social Sciences Key Research Base,Hohhot 010000,China)

机构地区：[1]内蒙古师范大学设计学院,呼和浩特010000 [2]设计与社会创新内蒙古高校人文社科重点研究基地,呼和浩特010000

出　　处：《包装工程》2025年第6期376-385,395,共11页Packaging Engineering

基　　金：2020年度内蒙古哲学社会科学规划项目基地专项课题(编号:2020ZJD027)。

摘　　要：目的对博物馆用户及管理者行为进行观察及访谈分析,设计满足用户及管理者需求的智能展柜,以提高用户的参观体验及管理效率。方法收集用户与管理者的初步需求与期望;运用SERVQUAL服务质量评估框架,明确用户与管理者的需求特性;依据QFD理论构建“质量屋”(HOQ)模型,将用户与管理者的需求转化为具体的质量特性并量化各特性的相对重要性,以指导博物馆智能展柜设计。结果得到满足用户及管理者行为需求的设计要素并制定智能展柜的设计方案。结论通过整合SERVQUAL与QFD模型,能够精确捕捉用户需求并将其转化为明确的质量特征及其重要性排序,从而为博物馆智能产品的开发提供了实践指导。The work aims to observe and analyze the behavior of museum users and managers through interviews to design intelligent display cabinets that meet the needs of users and managers,in order to improve user experience and management efficiency.Preliminary needs and expectations of users and managers were collected.SERVQUAL service quality assessment framework was adopted to clarify the demand characteristics of users and managers.Based on the QFD theory,a HOQ(House of Quality)model was constructed to transform the needs of users and managers into specific quality characteristics,and quantify the relative importance of each characteristic to guide the design of intelligent display cabinets in museums.The design elements that met the behavioral needs of users and managers were obtained,and a design plan was prepared for intelligent display cabinets.By integrating SERVQUAL and QFD models,user needs can be accurately captured and transformed into clear quality characteristics and their importance rankings,providing practical guidance for the development of intelligent products in museums.

关 键 词：博物馆 智能展柜设计 SERVQUAL QFD 行为分析 

分 类 号：TB472[一般工业技术—工业设计]