A New Coordination Service Design Method for Government Website Considering the Kansei Needs and the Fairness of User Groups

The construction of smart government websites plays a vital role in government management. At present, the design of most government websites rarely considers the emotional needs of users and easily ignores the fairness among user groups. Kansei engineering (KE) is a tool that effectively establishes the relationship between design elements and users’ emotional needs. Therefore, based on KE, we propose a new coordination service design method for government website considering the Kansei needs and the fairness of user groups. In order to calculate the weights of the user groups, we depict the internal consistency of the user group through the evaluation of the Kansei attributes. Considering that user groups have different preferences for Kansei attributes, we construct the utility function of Kansei attributes based on the Kano model. By utilizing the user regret behavior, we further calculate the perceived utility of each alternative, which can comprehensively reflect user’s satisfaction. Then, in light of the evaluation differences between user groups and the opinions of the disadvantaged groups, we discuss these two situations and investigate the corresponding algorithm to determine the fairness of user groups. By combining fairness and perceived utility of user groups, we can select the optimal alternative in the design of government websites. Finally, an example is given to illustrate our proposed method and verify its effectiveness.