移动阅读服务质量测评——基于ANP-模糊综合评价法  

Research on the Quality Measurement for Mobile Reading Service——Based on ANP-Fuzzy Comprehensive Evaluation Method

作　　者：王博雅 邓仲华[2] WANG Boya;DENG Zhonghua

机构地区：[1]西北农林科技大学图书馆 [2]武汉大学信息管理学院

出　　处：《图书馆论坛》2018年第2期71-80,共10页Library Tribune

摘　　要：为探索移动阅读服务质量要素的优势和差异,引导移动阅读市场有针对性地提升服务水平,构建移动阅读服务质量多维度评价体系,文章采用网络分析法(ANP)对评价体系重要性进行评估,然后以掌阅iReader和QQ阅读为例对其服务质量进行分层次的模糊综合评价。研究发现:信息质量是最重要的准则维度,子维度中人书交互、资源丰富性和准确性为关键因素;掌阅iReader用户满意度高于QQ阅读,基于ANP-模糊综合评价法所构建的移动阅读服务质量评价权重体系具有良好的普适性。In order to explore the advantages and differences of the quality factors of mobile reading service,thus improving the service quality in mobile reading market,this study uses Analytic Network Process(ANP)to determine the importance of the quality measurement system for mobile reading service.An empirical study is conducted through questionnaires by the method of hierarchical fuzzy comprehensive evaluation on mobile reading applications,taking iReader and QQ Yuedu as example.The result shows that information quality is the most important criterion;the interaction between user and application,the abundance and accuracy of resources are the key factors.Compared to QQ Yuedu,users are more satisfied with the services of iReader.It also turns out that the application of ANP-Fuzzy Comprehensive Evaluation is effective for establishing the service quality model and determining the weights of the model.

关 键 词：移动阅读 服务质量测评 网络分析法 模糊综合评价法 

分 类 号：G252[文化科学—图书馆学]