Research On Quality Evaluation Of Whole Process Cost Consulting Service Based On Analytical KANO Model

With the rapid development of the construction industry,the whole process cost consulting has become the main business of the current cost consulting enterprises.The whole process cost consulting is the main auxiliary resource for the commissioner to control the project construction investment.It plays an important role from the project establishment to the implementation and operation,and its service quality affects the investment benefit of the whole project.However,the development mode of cost consulting in China's whole process is not mature,the quality of service is uneven,and there are many problems.Therefore,it is urgent to study the quality of the whole process cost consulting service,and identify the demand attribute and improvement strategy of the key evaluation indicators of service quality.And judgment,helping companies find entry points to improve service quality.Firstly,starting from the research status of service quality evaluation and quality evaluation of cost consulting service,this paper points out the gaps in the research of quality of consulting services in the whole process,puts forward the research content and research methods of the paper,and analyzes the whole process cost consulting.The service content of the stage and the problems of the quality of service.Secondly,based on the status quo of the whole process cost consulting service,the existing process cost consulting other service evaluation indicators and the SQL scale,and drawing on the opinions of real estate and cost consulting related professionals,22 service quality evaluations were finally formed through analysis.The index is improved.The satisfaction threshold of the analytical KANO model is improved.The questionnaire of the analytical KANO model is designed and a classification model suitable for the quality evaluation index of the whole process cost consulting service is constructed.Thirdly,the questionnaires were sent to the entrusted personnel who have experienced the whole process cost consulting service,and the data was processed and analyzed.The model was used to calculate the average satisfaction of the positive and negative problems of each index,and the satisfaction threshold was calculated.The results identify the demand attributes of each evaluation index;further calculate the satisfaction degree,importance degree and index decision value of each evaluation index,and draw the overall sample decision matrix according to the calculation result;Finally,according to the demand attribute of each index and the overall sample decision matrix,the overall improvement suggestions for each decision area indicator in the matrix are proposed,and the evaluation indicators of the “key improvement area” are proposed to improve the service quality one by one according to the decision value.Aiming at the status quo of the whole process cost consulting service,a classification model suitable for the quality evaluation index of the whole process cost consulting service was constructed,and the service quality improvement opinion was put forward according to the classification result.The conclusions obtained pointed out the direction for the cost consulting firm to improve the service quality.