基于Kano模型的新老年人餐饮服务系统需求权重研究

目的 运用Kano模型对新老年人在餐饮服务方面进行需求分析,并由此构建面向社区新老年用户群体的新型餐饮服务系统,使其更大程度地符合新老年用户对餐饮服务的多样化口味、个性化功能饮食与体验式活动等方面的多层次需求.方法 通过分析提出新老年人餐饮服务系统需求权重研究模型.首先,通过观察法与访谈法调查无锡地区的社区新老年用户群体的用餐服务需求要素,并用KJ法进行分析归纳.其次,应用Kano模型理论对分析归纳的用户需求项进行量化分类与筛选.最后,运用熵值法计算各级指标权重并进行用户需求重要度排序.结论 通过运用 Kano 模型进行需求分类,并计算新老年人餐饮服务系统的需求权重,得到用户需求重要度排序,由此为新老年人餐饮服务系统设计提供研究重点,提升新老年人群体对餐饮服务系统的满意度以及用户体验,为类似方向的服务系统研究提供理论支撑.

Research on Demand Weight of New-elderly Catering Service System Based on Kano Model

This paper aims to analyze the needs of the new-elderly in catering services by using the Kano model, and build a new catering service system for the new-elderly users that can better meet the diversified needs of the new-elderly users in catering services, such as diversified tastes, personalized functional diet and experiential activities. Through analysis, a new elderly catering service system demand weight research model is put forward. Firstly, the dining service demand elements of the new-elderly user groups are studied by observation and interview, and analyzed and summarized by KJ method. Secondly, Kano model theory is applied to conduct quantitative classification and screening of user demand items analyzed and concluded. Finally, the entropy method is used to calculate the weight of each index and to rank the importance degree of users demands. By characterizing the demand with Kano model, and calculating the demand weight new-elderly catering service system weight, the importance degree of users demands is obtained, and thus research focus of catering service for the new-elderly system is offered, new-elderly satisfaction of food service system and the user experience are promoted, and the theoretical support for the similar research direction of the service system is provided.