Integrating Kano and EMF model to measure e-book user experience service quality

摘要

In order to determine the innovative service attributes of the e-book service model, the study proposed the Kano model with the strategic experiential module (SEM). First, the study identified sixteen attributes that affect the innovative services of e-book through expert panel discussion and key customer interviews. These attributes were then grouped into the five elements of the experience marketing framework (EMF). The Kano model is used to categorize these attributes, interview 292 customers and analyze their satisfaction. All these findings of this research then could be used as a reference for e-book operators. In the future, collaboration learning, cloud-based and social network service may into consideration in e-book designing phase to improve and expand the service satisfaction and scope.