老年信息弱势群体电子公共服务持续使用障碍因素研究  

Study on the Obstacles to the Sustainable Use of E-public Services for the Elderly Users

作　　者：赵菲菲 周庆山[1] 董立峰 Zhao Feifei;Zhou Qingshan;Dong Lifeng(Department of Information Management,Peking University,Beijing 100871,China;Key Laboratory of Complex System Management and Control,Institute of Automation,Chinese Academy of Sciences,Beijing 100190,China)

机构地区：[1]北京大学信息管理系,北京100871 [2]中国科学院自动化研究所复杂系统管理与控制国家重点实验室,北京100190

出　　处：《图书情报研究》2022年第4期19-26,43,共9页Library and Information Studies

基　　金：国家社会科学基金项目“信息弱势群体电子公共服务利用障碍及援助机制研究”(项目编号:20BTQ079)的研究成果之一。

摘　　要：[目的/意义]老年信息弱势群体作为电子公共服务的使用者与被服务对象之一,由于生理、心理、认知等方面的独特性,影响此类群体持续使用电子公共服务的因素也具有特殊性。本文研究老年信息弱势群体持续使用电子公共服务方面存在的障碍,为提升电子公共服务在老年信息弱势群体中的持续使用率提供思路和决策参考。[方法/过程]以期望确认理论和信息系统成功模型为理论基础,抽取持续使用障碍因素,构建老年信息弱势群体持续使用电子公共服务障碍因素模型,通过收集问卷调查数据,利用结构方程建模方法对模型进行实证验证。[结果/结论]研究发现,老年信息弱势群体与一般信息系统用户不同,造成其持续使用电子公共服务的主要障碍因素,不是电子公共服务本身的系统质量或服务质量差,而是老年信息弱势群体的低绩效期望和自身认知力下降。此外,研究还发现年龄因素与持续使用正相关,即年龄越大,持续使用意向越低,而收入和受教育水平与持续使用意向没有相关关系。[Purpose/significance]As one of the users and served objects of E-public services,the elderly information vulnerable groups also have special factors affecting the sustainable use of E-public services due to their uniqueness in physiology,psychology and cognition.This paper finds that the elderly information vulnerable groups have obstacles in the sustainable use of E-public services.The purpose of this paper is to provide ideas and decision-making reference suggestions for improving the sustainable utilization rate of E-public services in the elderly information vulnerable groups.[Method/process]Based on the Expectation Confirmation Theory and the Success Model of Information System,this paper extracts the obstacles to the sustainable use of the elderly information vulnerable groups,constructs the sustainable use obstacle factor model,and empirically verifies the model by collecting questionnaire data and structural equation method.[Result/conclusion]The study finds that the elderly information vulnerable groups are different from the general information system users.The main obstacle to their continuous use of E-public services is not the poor system quality or service quality of E-public services,but the low performance expectation and cognitive decline of the elderly information vulnerable groups.The age factor of demographic attributes is positively correlated with sustainable use,which represents that the older the age is,the lower the sustainable use intention is,while income and education level are not correlated with sustainable use intention.

关 键 词：老年信息弱势群体 电子公共服务 持续使用 障碍因素 

分 类 号：G250.73[文化科学—图书馆学]