Users' Satisfaction on Government Procurement Using Kano Model: Based on Educational Books and Equipment

Government procurement is an important channel of national financial expenditure, and users' satisfaction on it is an essential indicator, which reflects their recognition degree to purchasing activities. By using Kano model, this research takes a survey on educational books and equipment, and makes a data analysis among teachers and students, the result shows that the top four items of increasing customer satisfaction are financial openness, practicability, timely completion as well as rapid after-sale response. Therefore, government should first of all, fully publicize relevant financial information. Then, the actual demand need to be concerned in order to improve practicability. Moreover, enterprises can be encouraged to be self-disciplined, and management system should be perfected to urge enterprises to fulfill contracts on time. Finally, government can give priority to suppliers who integrate sales and maintenance, in addition to promoting the formation of sound mechanisms and so on.