移动阅读应用服务质量的可拓评价研究  

The Extension Assessment on Service Quality of Mobile Reading Application

作　　者：李立睿 王博雅 邓仲华[1] 

机构地区：[1]武汉大学信息管理学院,武汉430072

出　　处：《情报杂志》2016年第7期201-206,F0003,共7页Journal of Intelligence

基　　金：国家自然科学基金资助项目"大数据环境下面向科学研究第四范式的信息资源云研究"(编号:71373191);国家自然科学基金资助项目"云计算环境下图书馆的信息服务等级协议研究"(编号:71173163)的研究成果之一

摘　　要：[目的/意义]通过定性与定量方法相结合,建立了移动阅读应用的服务质量评价指标体系及其可拓评价模型,以期反映移动阅读应用服务质量在不同维度的优势和差异。[方法/过程]结合移动阅读应用的服务特征,研究设计移动阅读应用服务质量的多层次影响因素体系,并以QQ阅读应用为例,利用可拓综合评价方法对其服务质量进行全面分析和评估。[结果/结论]QQ阅读应用整体服务质量等级为较好,其中环境质量、资源质量、交互质量和个性化质量的评价等级为较好,平台质量和安全质量的评价等级为一般。[Purpose/Significance] Through quantitative and qualitative analysis method, this study establishes evaluation system on serv- ice quality of mobile reading application and makes the extension assessment of service quality, so as to reflect the advantages and differ- ences of service quality from the different perspective. [ Method/Process] This study proposes the influential factors system with multi-hi- erarchy of service quality on mobile reading application based on the typical characteristics of mobile reading. On this basis, it evaluates systematically the service quality of QQ Yuedu by employing the extension integration assessment. [ Result/Conclusion] The results show that the overall service quality of QQ Yuedu is good. More specifically, environment quality, resource quality, interaction quality and per- sonality quality are good, but the platform quality and security quality are fair.

关 键 词：移动阅读 服务质量 可拓评价 关联度 

分 类 号：G237[文化科学]