基于KANO模型与PCSI指数的预制菜消费心理需求与满意度研究
Research on Consumer Psychological Needs and Satisfaction of Prepared Dishes Based on KANO Model and PCSI Index

近年来，随着生活节奏的加快以及经济结构的转变，预制菜市场需求不断扩张，其操作快捷性适应了消费者的需要，但仍存在质量参差不齐、信息不透明等诸多问题。本文从用户需求视角出发，优化服务体系，降低消费者的风险感知，从而提高消费者对预制菜的接受度与满意度。本文运用KANO模型将消费者对预制菜服务体系的17项需求指标划分为四种属性——必备属性、期望属性、魅力属性和无差异属性，再根据PCSI指数结果确定改进优先级。本文研究结果以期为预制菜产业的发展与规划提供参考和启发，从而提升其服务系统质量。
In recent years, with the acceleration of the pace of life and the transformation of the economic structure, the market demand for prepared dishes has been expanding, and its quick operation has adapted to the needs of consumers. However, there are still many problems to be solved, such as uneven quality and opaque information. From the perspective of user demand, this paper optimizes the service system and reduces consumers’ risk perception, so as to improve consumers’ acceptance and satisfaction with prepared dishes. In this paper, the KANO model is used to divide the 17 demand indicators of consumers for the prepared dishes service system into four attributes—must-be attributes, one-dimensional attributes, attractive attributes and indifferent attributes, and then the improvement priority is determined according to the potential customer satisfaction improvement index (PCSI index) results. The research results of this paper are expected to provide reference and inspiration for the development and planning of the prepared dishes industry, so as to improve the quality of its service system.