基于Kano模型的移动阅读服务质量影响因素研究

从电子服务质量的角度对移动阅读服务质量的概念进行了界定,借助SERVQUAL模型划分了移动阅读服务质量的影响因素,在此基础上基于Kano模型的需求层次理论对调查问卷进行了数据处理,对必备质量、一元质量和魅力质量进行了属性识别。研究结果表明：移动阅读服务应满足用户认为的必备质量,致力于改善一元质量,更应关注魅力质量。

The Study on the Factors Influencing Mobile Reading Service Quality Based on Kano's Model

This paper defines the concept of mobile reading service quality from the perspective of electronic service quality,divides the influencing factors of mobile reading service quality by using SERVQUAL model,and on that basis,processes the questionnaire data based on Kano's hierarchy of needs,and makes the attribute identification for the essential quality,unitary quality and attractive quality.The research results show that the mobile reading service should satisfy the essential quality,lay stress on improvi...