智慧会展服务平台运营的IPA分析及优化策略  

Importance-Performance Analysis of Smart MICE Platform Operation

作　　者：刘枭 许林洁[3] 杨晓华 LIU Xiao;XU Linjie;YANG Xiaohua(School of Cultural Industries & Tourism,Xiamen University of Technology,Xiamen 361024,China;XMUT Cultural Industries Research Center,Fujian Social Science Research Base,Xiamen 361024,China;Reelitek (Xiamen) Technology,Xiamen 361001,China)

机构地区：[1]厦门理工学院文化产业与旅游学院,福建厦门361024 [2]福建省社会科学研究基地厦门理工学院文化产业研究中心,福建厦门361024 [3]瑞利科(厦门)科技有限公司,福建厦门361001

出　　处：《厦门理工学院学报》2021年第2期52-58,共7页Journal of Xiamen University of Technology

基　　金：国家社会科学基金项目(16CGL021)。

摘　　要：基于技术支持、用户交互和系统性能3个维度11个指标的评价指标体系,采用IPA法进行的智慧会展服务平台运营现状的分析表明,用户对“应用兼容性”“信息更新及时性”“入场注册登记便捷”和“导航定位精准性”等指标均较重视且满意度较高,对“界面布局清晰合理”满意度较高但重视程度相对不高,对“多语言服务”“交流互动响应性”“周边推荐可靠性”和“Wi-Fi使用通畅性”的重要性和满意度均较低,对“个人隐私保密性”和“交易服务便利性”重要性感知较高但满意度较低。智慧会展服务平台的进一步优化,应在保持应用兼容、信息更新、注册登记、导航定位方面已取得的优势的同时,重点加强用户隐私保护、提供便捷专业服务,并兼顾界面布局、多语言服务、交流互动、周边推荐及Wi-Fi使用等方面的改进与完善。An IPA analysis of the operation of Smart MICE platform is conducted based on 11 indicators from dimensions of technological support,user interaction and system function in the evaluation index system of Smart MICE service platform.The results show that users attach importance to and have fairly high satisfaction with the indicators of Application Compatibility,Information Updating,Sign-in Convenience,and Navigation&Positioning Accuracy.Layout Clarity&Efficiency is the only one indicator evaluated with fairly high satisfaction yet comparatively low importance,Multi-language Service,Communication Responsiveness,Recommendation Reliability and Wi-Fi Connection are all rated with comparatively low satisfaction and importance,and Personal Privacy Security and Transaction Service Convenience have lower satisfaction but higher importance evaluation.Therefore,MICE platform should strive to keep the dominant position in application compatibility,information updating,registration,and navigation,and devote greater efforts to achieve better personal privacy and more efficient transaction service while improving functions in layout,multi-language service,communication,information recommendation and Wi-fi usage.

关 键 词：智慧会展 服务平台 IPA分析法 满意度 重要性 运营优化 

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