Research on Service Point Optimization of Cultural and Creative Characteristic Towns Based on Kano AHP-QFD Model—Taking China Xuan Paper Town in Anhui Province as an Example

This article aims to optimize the service touchpoints of China Xuan Paper Town in Anhui Province through the Kano AHP-QFD integrated model, in order to enhance customer satisfaction and competitiveness of the characteristic town. One is to use the Kano model to collect and classify customer needs; The second is to use AHP to evaluate the importance of each service touchpoint; The third is to transform customer needs into specific characteristics of service design based on the QFD method; The fourth is to develop targeted optimization strategies for service touchpoints. Identified the main service touchpoints of Xuanzhi Town and analyzed its existing problems; Customer needs were classified using the Kano model and their importance was evaluated; The weights of each service touchpoint were calculated using AHP; The key characteristics of service design were determined based on the QFD method and prioritized. Specific service touchpoint optimization strategies have been proposed, including strengthening service facility construction, improving service quality, highlighting cultural characteristics, etc., to enhance tourist satisfaction and promote the sustainable development of the town.