基于Kano模型的社区老年食堂服务系统需求研究

李萌; 吴潼; 周海珠

doi:10.19554/j.cnki.1001-3563.2025.20.014

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包装工程（设计栏目） ›› 2025, Vol. 46 ›› Issue (20) : 146-156. DOI: 10.19554/j.cnki.1001-3563.2025.20.014

工业设计

基于Kano模型的社区老年食堂服务系统需求研究

李萌^1,*, 吴潼¹, 周海珠²

作者信息 +

Demands Research for Community Senior Canteen Service System Based on the Kano Model

LI Meng^1,*, WU Tong¹, ZHOU Haizhu²

Author information +

文章历史 +

摘要

目的为了优化社区老年食堂服务系统并提升老年人的服务满意度,从年龄、性别、地区、慢性病状况探究了老年用户在社区老年食堂服务中的需求,重点呈现了不同年龄阶段和慢性病状况的用户需求层次差异并据此提出针对性的服务系统设计建议。方法对在北京、上海、广州等5个城市的22个社区老年食堂进行了实地考察并通过深度访谈收集了来自39位用户与行业专家的需求。运用KJ法整理并构建了社区老年食堂服务需求清单。通过Kano模型、Better-Worse四象限法和结合敏感度系数对197份有效问卷进行分析,对用户需求进行属性归类和定量的优先级排序。结果在所有用户群体中,餐品质量与尊重需求均被认为是影响满意度最关键的因素,但不同年龄段及患有不同数量慢性病的老年用户群体在服务需求优先级上呈现出差异性。结论总结出了不同用户群体在社区老年食堂服务中的需求属性和定量的优先级排序,对构建高质量、个性化的社区老年食堂服务系统具有重要意义。

Abstract

To optimize the community senior canteen service system and enhance the service satisfaction of the elderly, the work aims to explore the demands of elderly users in the community senior canteen service from the perspectives of age, gender, region, and chronic disease status, with a focus on demonstrating the hierarchical differences in user demands across various age groups and chronic disease conditions, and accordingly propose targeted service system design recommendations. A field investigation was conducted to 22 community senior canteens in five cities, including Beijing, Shanghai, and Guangzhou. Through in-depth interviews with 39 users and industry experts, the service demands were collected. The KJ method was used to construct a list of service demands for community senior canteens. With the Kano model, the Better-Worse quadrant method, and sensitivity coefficient analysis, 197 valid questionnaires were analyzed to categorize user demands and quantitatively prioritize the demands. Across all user groups, the meal quality and the demand for respect were considered the most critical factors influencing satisfaction. However, there is a differential prioritization of service needs among elderly user groups of different age brackets and those with varying numbers of chronic diseases. The research has identified the demand attributes and quantitative priority ranking for different user groups in community senior canteens, which holds significant importance for the construction of a high-quality, personalized community senior canteen service system.

导出引用1

李萌, 吴潼, 周海珠. 基于Kano模型的社区老年食堂服务系统需求研究[J]. 包装工程. 2025, 46(20): 146-156 https://doi.org/10.19554/j.cnki.1001-3563.2025.20.014

LI Meng, WU Tong, ZHOU Haizhu. Demands Research for Community Senior Canteen Service System Based on the Kano Model[J]. Packaging Engineering. 2025, 46(20): 146-156 https://doi.org/10.19554/j.cnki.1001-3563.2025.20.014

中图分类号： TB472

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