Perceptual Discrepancies in Indoor Environmental Quality (IEQ) Within High-Density Offices: An Integrated AHP-Kano-IPA Comparative Study Based on Experts and Employees

Conventional evaluations of indoor environmental quality (IEQ) in office spaces are typically disproportionately influenced by expert experience, often overlooking the cognitive gap between decision makers (experts) and users (employees). To quantify and explain this discrepancy, this study develops a comprehensive evaluation framework including 20 IEQ indicators, grounded in Maslow’s hierarchy of needs. Using the Shenzhen Science Park as a case study, evaluation data were collected from 13 experts and 432 employees. The Analytic Hierarchy Process (AHP) and the Kano model were applied to calculate expert weights and employees’ nonlinear sensitivities, respectively, followed by the construction of an optimization matrix via Importance–Performance Analysis (IPA). The results reveal a notable cognitive gap: experts prioritize foundational physical elements regarding spatial technology, whereas employees place greater emphasis on factors such as privacy protection and flexible layouts. Both groups concur that “noise interference” and “lack of privacy” are the primary shortcomings of open-plan offices. Prospective assessments indicate that embodied AI-enabled robots currently remain in a “early adoption phase,” with employees showing no functional dependency on them. This study confirms that merely improving building physical performance does not proportionally translate to increased employee satisfaction. Spatial optimization should adopt a human-centric approach, emphasizing acoustic control and the reconfiguration of privacy boundaries to enhance the scientific allocation of resources.