CAJ | 학술논문

运用Kano模型分析方法对科技查新工作进行顾客满意度调查，确定了影响科技查新顾客满意度的因素，包括查新报告的内涵需求（查新报告质量、查新结论）、外延需求（服务需求、心理需求、文化需求等）、价格需求（价位、价格弹性）及所涵盖的13个指标，并根据Kano分类提出了改进科技查新服务的措施。
운용Kano모형분석방법대과기사신공작진행고객만의도조사，학정료영향과기사신고객만의도적인소，포괄사신보고적내함수구（사신보고질량、사신결론）、외연수구（복무수구、심리수구、문화수구등）、개격수구（개위、개격탄성）급소함개적13개지표，병근거Kano분류제출료개진과기사신복무적조시。
By using the kano model analysis method, this paper carries out the customer satisfaction investigation of sci-tech novelty retrieval,and determines the factors affecting the customer satisfaction, which include the connotation demands for sci-tech novelty retrieval report (report quality and novelty retrieval conclusion), denotation demands (service needs, psychological needs,and cultural needs, etc.),price demands(price and price elasticity)and 13 indicators covered by them, and based on the Kano classification,puts forward some measures for improving the quality of sci-tech novelty retrieval service.