| 摘要: |
| 【目的】面对日益增加的夏季电力气象服务用户需求和激烈的市场竞争，必须明确用户需求的优先顺序，为有序改善产品提供参考。【方法】利用Kano模型，通过问卷调查的方式收集了受试者对各项需求点的反馈，并计算B系数和W系数，绘制B-W象限图，得到17个需求点的需求类型和优先级排序。【结果】17个需求点可分为基本型（6个，35%）、期望型（4个，24%）、魅力型（4个，24%）和无差异型（3个，18%）4种类型。基本型最多，无差异型最少，各类型间界限较清晰。各需求点优先级顺序较明确，即用户首先要求产品应准时、内容完整和节点透明，其次要求产品应具备较高的准确率和个性化水平，最后要求产品的美观模块化程度便于高效地抽取使用并及时得到专家支持，而产品是否处于商用化阶段和是否有特色的优先级最差。但值得关注的是D16特色产品的需求点被视为魅力型需求的票数高达20票（共50票），接近归类于魅力型需求（21票）。【结论】应以智能化业务系统建设和提升专家支持服务水平为工作核心来满足用户需求。 |
| 关键词: 电力气象；用户需求；Kano模型 |
| DOI： |
| 投稿时间：2023-03-08 |
| 基金项目:重庆市气象局软科学研究项目（2021CQZZHUXM02）；重庆市气象局软科学研究项目（2022一般项目04） |
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| Requirement Analysis of Summer Electricity Meteorological Customers in Chongqing |
| XIA Baicheng,WANG Yuanmou,MIN Fanhua,WANG Kaijia,TANG Jiaping |
| (Chongqing Meteorological Service Center, Yubei 401147 , China;Chongqing Meteorological Observatory, Yubei 401147 , China) |
| Abstract: |
| In face of increasing demand of electricity meteorology customers in summer and fierce market competition, it is necessary to categorize and prioritize customer requirements in order to provide references for orderly improvement of products. Using the Kano model, the feedback of subjects on the customers’ requirement points is collected by means of filling questionnaire, the B-W coefficients are calculated, and the B-W quadrant chart is drawn. Then, the customer requirement types and priorities of 17 requirement points are obtained. All the 17 demand points can be divided into four categories: basic type (6, taking up 35%), expectation type (4, 24%), charm type (4, 24%), and indifference type (3, 18%). Most of customer requirements points go to the basic type and the least to the indifference type. The priority order of each requirement point is clear, that is, customers first require that the products should be delivered on time, the product contents should be complete and the delivering process should be transparent. Secondly, the products should have a high level of accuracy and personalization. Finally, the degree of aesthetic and modularity of products should be high enough to be conveniently and efficiently extracted, and customers can timely get the support of professionals. By contrast, whether the product is in commercial stage and whether it is of a unique style has the lowest priority. It is also worth noting that the customer requirement points of the D16 featured products are regarded as attractive demand by 20 votes (a total of 50 votes), so they are classified into the charm type (21 votes). Thus, the construction of intelligent operation systems and the improvement of expert support service should be the core of work to meet the needs of customers. |
| Key words: electricity meteorology； customer requirements； Kano model |
