| 摘要: |
| 目的 为了提高校园APP服务质量，提出一种基于质量功能展开(Quality Function Deployment，QFD)的改进研究方法，其将定性定量方法相结合以保证改进方案的可信性。方法 首先，基于七维度用户需求列表，使用问卷调查用户对校园APP的使用体验及期望，并对校园APP用户满意度进行了数据信度检验与验证性因子分析，以确保调查数据及用户需求模型的正确性;其次，结合用户需求改进率和熵值法构建了QFD中质量屋的规划矩阵;再次，采用文献调查法与专家意见集合法确认技术需求，并构建了质量屋的关系矩阵及技术关联矩阵;最后，计算管理需求中的技术需求重要度，完成从“用户需求—技术需求”的转换。结果 从质量屋的分析中获得了可提高校园APP服务质量的多个改善建议。结论 结合七维度的用户需求模型，采用QFD方法可以指导设计师对校园APP进行更合理的规划设计与改进，以提高校园APP服务质量，同时也为其他类似问题提供了解决思路。 |
| 关键词: 校园APP 服务质量 质量功能展开 质量屋 需求转换 |
| DOI：10.19554/j.cnki.1001-3563.2023.12.022 |
| 分类号:TB472 |
| 基金项目:教育部“春晖计划”合作科研项目(Z2012017);教育部产学合作协同育人项目(202002104002);成都市重大科技创新项目(2021-YF08-00019-GX) |
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| Campus APP Service Quality Improvement Based on QFD |
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JIA Yan, WEN Xing-yuan
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(School of Management, Xihua University, Chengdu 610039, China)
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| Abstract: |
| The work aims to propose an improvement research method based on Quality Function Deployment (QFD) to improve the service quality of campus APP and combine qualitative and quantitative methods to ensure the credibility of the improvement scheme. Firstly, based on the seven-dimensional user demand list, questionnaires were used to investigate users' experience and expectation of using campus APP, and data reliability analysis and confirmatory factor analysis were conducted for user satisfaction of campus APP to ensure the accuracy of survey data and user demand model. Then, the planning matrix of the House of Quality in QFD was constructed by combining the user demand improvement rate and the entropy method. And next, literature survey and expert opinion collection were conducted to confirm the technical requirements, and construct the correlation matrix and technology incidence matrix of the House of Quality. Finally, on this basis, the importance degree of technical demands in the management demand was calculated, and the transformation from "user demand to technical demand" was completed. Several suggestions that can improve the service quality of campus APP were obtained from the analysis of House of Quality. Combined with the seven-dimensional user demand model, the QFD method can guide designers to make more reasonable design and improvement for campus APP, so as to improve the service quality of campus APP and provide solutions to other similar problems. |
| Key words: campus APP service quality quality function deployment house of quality demand transformation |
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