电子服务质量对社会化阅读服务用户持续使用的影响研究——以移动新闻APP为例  

Research on the Influence of E-service Quality on the Continuance Intention of Social Reading APPs

作　　者：朱多刚[1,2] Zhu Duogang(School of Journalism and New Media,Xi'an Jiaotong University,Xi'an 710072,China;Research Center of New Media and Social Governance of Shaanxi Province,Xi'an 710049,China)

机构地区：[1]西安交通大学新闻与新媒体学院,陕西西安710072 [2]陕西省新型智库-新媒体与社会治理研究中心,陕西西安710049

出　　处：《现代情报》2019年第4期76-85,共10页Journal of Modern Information

基　　金：教育部人文社会科学青年基金项目"移动新闻服务的用户初始采纳与持续使用行为研究"(项目编号:18XJC860002);第62批中国博士后科学基金面上资助项目"移动新闻服务的用户采纳模型及推进策略研究"(项目编号:2017M623143)

摘　　要：[目的/意义]本研究以期望—确认理论(ECT)和技术接受模型(TAM)为理论基础,同时引入IT自我效能和电子服务质量因素,提出一个整合的模型用以解释和预测用户对社会化阅读服务的持续使用行为。[方法/过程]采用问卷方式共收到有效样本589份,使用结构方程模型(SEM)对理论模型中的变量关系进行假设检验。[结果/结论]结果发现:1)整合的模型能够分别解释用户满意度和持续使用意向52%和45%的方差变异量。2)感知有用性、感知易用性和满意度是用户持续使用意向的决定性因素。3)IT自我效能通过感知易用性对用户持续使用意向产生间接影响。4)此外,电子服务质量中的效率、信息质量和隐私安全等外生因素分别对用户的确认程度产生显著正向影响,进而影响用户满意度。[Purpose/Significance]This study developed an integrated model designed to explain and predict users'continued use of mobile library based on the expectation confirmation model and by incorporating the concepts of computer self-efficacy and social reading service quality.[Method/Process]Questionnaires were employed in the survey and structural equation modeling was adopted to test the hypothesis concerning the relationship between different variables.[Results/Conclusions]The results suggested that:(1)the integrated model could explain and predict users'satisfaction and continued use of mobile library services to a large extent,accounting for 52%and 45%of the variance in satisfaction and users'intention;(2)users'behavioral intention towards continued use of social reading services was mainly determined by their satisfaction,perceived usefulness and perceived ease of use;(3)IT self-efficacy exerted positive effect indirectly on users'continued intention towards social reading services through perceived ease of use;(4)besides,efficiency,information quality and privacy security of the quality of social reading services exerted positive influences on confirmation respectively,which in turn determined user satisfaction.

关 键 词：用户 社会化阅读 移动新闻APP 持续使用意愿 期望确认理论 

分 类 号：G250.73[文化科学—图书馆学] G252.0