Research On Perceived Quality Evaluation Method For Service-Oriented Aging Product Systems

China has gradually entered an aging society,and the silver economy will become the focus of future design research.First,perceived quality is the subjective quality of users on products or services,and it is the leading link in user experience.The improvement of perceived quality will promote the differentiation of products and services,and meet the requirements of the elderly adults for the improvement of product quality.Secondly,with the progress of Internet of Things technology,product development will change from tangible products to intangible services.Integrating service elements into product system is an innovative method to meet the needs of the elderly users,increase the added value of products and improve customer satisfaction.Finally,the rise of digital services expands the dimension of products.However,there is a lack of research on comprehensive quantitative evaluation methods for the perceived quality of service-oriented product systems,so this paper attempts to explore in depth in this research direction.The main contributions and innovations of this dissertation are as follows:(1)The perceived quality model of service-oriented product system was proposed.Based on the cycle service theory and PSS theory,the innovation model of service-oriented product system is formed,and the service-oriented aging product system is divided into three parts:physical product,interpersonal service,and digital service.(2)The pre-construction method of perceived quality factors of service-oriented aging product system is proposed.Focusing on the research of aging market segmentation,high-frequency vocabulary based on network evaluation data is extracted by word frequency analysis method to summarize existing product perceived quality factors.User’s motivation and behavior factors are ranked by FBM model and AHP method,which inspired users to extract potential perceived quality factors and formed a pre-constructed framework of perceived quality factors.(3)The service-oriented perceived quality model of aging product system is constructed and quantified.Through factor analysis,11 perception quality factors and 43 sub-factors are extracted,and the perceived quality model is constructed.The weight coefficient of each factor is calculated by factor load,and the quantitative evaluation model is formed.The expected perceived quality of users is calculated.(4)To investigate the perceptual quality factors and product design elements that are consistent with the perceived satisfaction of elderly users.In this paper,an empirical study is conducted on aging smart fitness bikes as an example,and SD semantic scoring of product and digital service interfaces is conducted by using Kansei engineering approach.The entropy weight method and gray correlation analysis were used to obtain the ranking of perceptual factors that meet the perceived satisfaction of elderly users.The mapping relationship between perceptual factors and product design elements was established using the Quantification Theory Type-I(QTT-I).The results of this study provide a reference for designers and companies to improve the perceived quality of aging products and service systems.(5)A three-level strategy model of perceptual quality was established,and 11 factors were classified into three levels according to the ranking of perceived quality factor weight coefficients:basic level perceived quality,desired level perceived quality,and difference level perceived quality.The perceived quality enhancement strategy is proposed,and the perceptual quality factors constituting each layer are explained in the context of design principles,and a design optimization strategy suitable for the aging population is proposed.(6)The validity of perceived quality models and design strategies was verified through three studies.Study-1 conducted a perceived quality strategy combination study.Study-2 verified the feasibility of the model by evaluating the existing samples with the perceived quality model by aging users based on the cue utilization theory.Study-3 used the perceived quality model to rate the new design sample,and the results showed that the rating value was higher than the expected value,which proved the effectiveness of the perceived quality enhancement strategy in the design.This study belongs to the intersection of three fields of aging groups,service-oriented product system design and perceived quality,and the research results provide a perceived quality evaluation method for the design of aging in combination with service systems.The applications of this study include helping companies to improve the perceived satisfaction of the elderly,comparing the perceived quality of different product-service systems,and developing corresponding design strategies.