Kano模型在连锁咖啡店服务质量中的应用

摘要

This work analyzes factors that influence customer satisfaction of coffee shop chains based on the Kano model.Twenty indexes are chosen concerning service attitude,taste of coffee, feedbacks on suggestions,health,and safety.A total of 104 questionnaires are used in the analy-sis.Based on the results,the quality patterns of service elements are classified using the Kano model.According to the survey results,1 6 indexes can be statistically classified into Kano catego-ries.The results show that the main factors affecting customer satisfaction include free Wi-Fi pro-vision,sales campaign,shop location,comfort of chairs and tables,and the variety of foods served.The 5 factors that need improvements to raise the degree of customer satisfaction are hy-giene status,service quality,price,waiting time,and feedback to customer comments.%基于Kano模型对连锁咖啡店服务质量的要素进行分析，选择员工服务态度、咖啡的味道、咖啡店卫生状况和员工对所提意見的反馈等20个质量因素设计调查问卷，通过网络和走访收集到104份有效问卷，对问卷进行分析，并对质量要素进行了Kano分类分析。研究结果表明，稳定的免费无线网络、优惠活动、咖啡店的位置、咖啡店桌椅的舒适度和其他菜单的丰富程度是提高顾客满意度的关键要素，咖啡店的卫生状况、员工服务态度、咖啡的价格、咖啡店桌椅的舒适度、等待时间和对消费者意见的反馈是消除不满指标的5大重要因素。