文章参考中央网信办发布的全民数字素养评价体系设计测评问卷，分析了退役军人数字素养各维度平均值和层次占比，并结合评价体系和用户访谈梳理了退役军人数字素养服务需求要素。设计Kano问卷，通过Kano模型分类、混合类分析、Better-Worse相对满意系数分析等方法对退役军人数字素养服务需求要素进行分类。研究发现，76.57%的退役军人具备初级及以上数字素养水平，49.37%的退役军人数字素养水平低于平均值。数字素养一级指标得分由高到低依次为数字思维（4.151）、数字认知（4.097）和数字技能（3.774）。22个退役军人数字素养服务需求要素被分类为必备要素、一维要素、魅力要素和无差异要素四种类型，由此提出了退役军人数字素养服务的M-O-A-I提升路径框架。

Referring to the national digital literacy evaluation system issued by the Office of the Central Cyberspace Affairs Commission, this paper designed an assessment questionnaire. It analyzed the average values and hierarchical proportions of veterans' digital literacy across various dimensions, and identified the service demand elements for veterans' digital literacy through a combination of the evaluation system and user interviews. Based on a Kano questionnaire, this study categorized these service demand elements using methods such as Kano model classification, hybrid category analysis, and Better-Worse relative satisfaction coefficient analysis. The results show that 76.57% of veterans have achieved a basic or higher level of digital literacy, while 49.37% fall below the average. Among the first-level digital literacy indicators, the scores in descending order are digital thinking (4.151), digital cognition (4.097), and digital skills (3.774). The 22 service demand elements are classified into four types: must-be elements, one-dimensional elements, attractive elements, and indifferent elements. Based on these findings, an M-O-A-I enhancement pathway framework for veterans' digital literacy services is proposed.