基于用户参与的在线健康平台信息服务质量研究
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摘要
本文在E-SERQUAL评价模型的基础上,针对我国在线健康平台信息服务质量的主要特点,从信息服务效率、信息服务易用性、隐私信息保护性、信息服务全面性、平台可接触性和平台响应性六个维度构建起了针对我国在线健康平台信息服务质量的评价指标体系,搭建起了信息服务质量与用户参与度之间的关系模型并对其进行了验证。研究结果发现平台的信息服务质量对用户参与度有一定影响,其中信息服务的隐私保护性、全面性、可接触性和平台响应性均对提升用户参与度有显著的积极作用。
Based on the SERQUAL and E-SERQUAL evaluation models, this study investigates the uneven distribution of the information service quality of online health platforms in China, constructing an evaluation index system for the infor‐mation service quality of China's online health platforms from the six dimensions of information service efficiency, ease of use of the information service, protection of private information, comprehensiveness of the information service, contact,and responsiveness; then, the research builds a model between information service quality and user participation and fur‐ther explores the relationship between information service quality and user participation through an empirical study, which provides a reference for the standardization of information service quality and promotion of user participation in China's online health platform.
Based on the SERQUAL and E-SERQUAL evaluation models, this study investigates the uneven distribution of the information service quality of online health platforms in China, constructing an evaluation index system for the infor‐mation service quality of China's online health platforms from the six dimensions of information service efficiency, ease of use of the information service, protection of private information, comprehensiveness of the information service, contact,and responsiveness; then, the research builds a model between information service quality and user participation and fur‐ther explores the relationship between information service quality and user participation through an empirical study, which provides a reference for the standardization of information service quality and promotion of user participation in China's online health platform.
引文
[1]宋立荣,齐娜,张群.网络健康信息传播的信息质量问题思考[J].医学信息学杂志,2014,35(10):8-12.
[2]彭润华,阳震青.旅游移动电子商务服务质量评价指标体系构建[J].旅游经济,2011(5):160-162.
[3]Zeithaml V A.Service excellence in electronic channels[J].Jour‐nal of Service Theory&Practice,2002,12(3):135-139.
[4]Hsu T H,Hung L C,Tang J W.The multiple criteria and sub-crite‐ria for electronic service quality evaluation:An interdependence perspective[J].Online Information Review,2012,36(2):241-260.
[5]Yoo B,Donthu N.Developing a scale to measure the perceived quality of an Internet shopping site(SITEQUAL)[J].Quarterly Journal of Electronic Commerce,2001,2(1):31-47.
[6]Barnes S J,Vidgen R T.An integrative approach to the assess‐ment of e-commerce quality[J].Journal of Electronic Commerce Research,2002,3:114-127.
[7]Parasuraman A,Zeithaml V A,Malhotra A.E-S-QUAL:A multi‐ple-item scale for assessing electronic service quality[J].Journal of Service Research,2005,7(3):213-233.
[8]Sabiote C M,Frías D M,Casta?eda J A.E-service quality as ante‐cedent to e-satisfaction:The moderating effect of culture[J].On‐line Information Review,2012,36(2):157-174.
[9]Barrera B R,Navarro G A,Peris O M.Evaluation of quality in different electronic services:a multigroup analysis[J].Interna‐tional Journal of Management Science&Technology Informa‐tion,2015,15:5-27.
[10]Barrera R B,Carrión G C.Simultaneous measurement of quality in different online services[J].The Service Industries Journal,2014,34(2):123-144.
[11]鞠蓓,陈维亚.基于用户感知的铁路客运网站服务质量评价[J].铁道科学与工程学报,2017,14(1):184-189.
[12]张益民,孙林,盛国军.基于文献计量的商务网站服务质量评价体系研究[J].价值工程,2018,37(4):37-40.
[13]钱明辉,徐志轩,连漪.在线健康咨询平台信息质量评价及其品牌化启示[J].情报资料工作,2018,39(3):57-63.
[14]邓胜利,赵海平.用户视角下网络健康信息质量评价标准框架构建研究[J].图书情报工作,2017,61(21):30-39.
[15]邵双,刘芬,袁玉婷,等.我国在线医疗信息服务平台现状分析--以39健康网、寻医问药网和好大夫在线为例[J].现代商贸工业,2014,26(7):162-164.
[16]吴江,周露莎.网络健康信息服务用户购买决策的影响因素研究[J].情报学报,2017,36(10):1058-1065.
[17]Cheng P F,Xue W X.Corporate image,customer participation and service quality:From social identity theory perspective[C]//Proceedings of the 11th International Conference on Service Sys‐tems and Service Management,2014:1-5.
[18]王佳欣.游客参与对旅行社服务质量及游客满意度的影响--以京津冀地区为例[J].地域研究与开发,2012,31(2):117-123.
[19]Thomas F.The effect of customer participation on e-service quali‐ty and satisfaction[C]//Proceedings of the Global Marketing Con‐ference,2018:1245-1247.
[20]陆敬筠,仲伟俊,梅姝娥.电子公共服务公众参与度的实证分析[J].情报科学,2008,26(2):224-228.
[21]郭芳.顾客参与、感知控制、感知风险与服务质量的关系研究--以网上银行为例[J].金融理论与实践,2014(6):29-35.
[22]杨梦晴,李凤春,相甍甍.基于扎根理论的移动图书馆社群化服务用户参与影响因素研究[J].图书情报工作,2018,62(6):85-92.
[23]江彦,李进华.老年网站信息服务质量评价研究[J].现代情报,2017,37(6):43-47.
[24]剧晓红,王文韬.国外移动电子健康信息服务研究动态述评[J].情报理论与实践,2018,41(2):149-154.
[25]Barrutia J M,Gilsanz A.Electronic service quality and value:Do consumer knowledge-related resources matter?[J].Journal of Ser‐vice Research,2012,16(2):231-246.
[26]Sheng T,Liu C.An empirical study on the effect of e-service quality on online customer satisfaction and loyalty[J].Nankai Business Review International,2010,1(3):273-283.
[27]肖琨.基于SaaS模式的电子服务质量决定因素实证研究[J].科技创业月刊,2010(10):76-68.
[28]Rolland S,Freeman I.A new measure of e-service quality in France[J].International Journal of Retail and Distribution Man‐agement,2010,38(7):497-517.
[29]刘骥.从ALEXA网站链接检索医学检验网络数字资源[J].临床检验杂志,2007,25(4):305-307.
[30]王知津,郑红军.网站评价中的样本选取及链接测度[J].图书与情报,2006(3):53-58.
[31]Blazquez D,Domenech J.Big Data sources and methods for so‐cial and economic analyses[J].Technological Forecasting and So‐cial Change,2018,130:99-113.
(1)数据来源:艾瑞咨询,在线医疗市场规模报告,2017-01-11,http://www.100ec.cn/detail--6379919.html。
(1)Alexa作为亚马逊旗下的子公司,是全球最权威的网站排名发布平台之一[29-30],通过搜索引擎收集全球数十亿网站的日常信息并公开发布,包括每个网站日均流量和网页平均响应时间等指标,是重要的网络数据获取来源[31]。
[2]彭润华,阳震青.旅游移动电子商务服务质量评价指标体系构建[J].旅游经济,2011(5):160-162.
[3]Zeithaml V A.Service excellence in electronic channels[J].Jour‐nal of Service Theory&Practice,2002,12(3):135-139.
[4]Hsu T H,Hung L C,Tang J W.The multiple criteria and sub-crite‐ria for electronic service quality evaluation:An interdependence perspective[J].Online Information Review,2012,36(2):241-260.
[5]Yoo B,Donthu N.Developing a scale to measure the perceived quality of an Internet shopping site(SITEQUAL)[J].Quarterly Journal of Electronic Commerce,2001,2(1):31-47.
[6]Barnes S J,Vidgen R T.An integrative approach to the assess‐ment of e-commerce quality[J].Journal of Electronic Commerce Research,2002,3:114-127.
[7]Parasuraman A,Zeithaml V A,Malhotra A.E-S-QUAL:A multi‐ple-item scale for assessing electronic service quality[J].Journal of Service Research,2005,7(3):213-233.
[8]Sabiote C M,Frías D M,Casta?eda J A.E-service quality as ante‐cedent to e-satisfaction:The moderating effect of culture[J].On‐line Information Review,2012,36(2):157-174.
[9]Barrera B R,Navarro G A,Peris O M.Evaluation of quality in different electronic services:a multigroup analysis[J].Interna‐tional Journal of Management Science&Technology Informa‐tion,2015,15:5-27.
[10]Barrera R B,Carrión G C.Simultaneous measurement of quality in different online services[J].The Service Industries Journal,2014,34(2):123-144.
[11]鞠蓓,陈维亚.基于用户感知的铁路客运网站服务质量评价[J].铁道科学与工程学报,2017,14(1):184-189.
[12]张益民,孙林,盛国军.基于文献计量的商务网站服务质量评价体系研究[J].价值工程,2018,37(4):37-40.
[13]钱明辉,徐志轩,连漪.在线健康咨询平台信息质量评价及其品牌化启示[J].情报资料工作,2018,39(3):57-63.
[14]邓胜利,赵海平.用户视角下网络健康信息质量评价标准框架构建研究[J].图书情报工作,2017,61(21):30-39.
[15]邵双,刘芬,袁玉婷,等.我国在线医疗信息服务平台现状分析--以39健康网、寻医问药网和好大夫在线为例[J].现代商贸工业,2014,26(7):162-164.
[16]吴江,周露莎.网络健康信息服务用户购买决策的影响因素研究[J].情报学报,2017,36(10):1058-1065.
[17]Cheng P F,Xue W X.Corporate image,customer participation and service quality:From social identity theory perspective[C]//Proceedings of the 11th International Conference on Service Sys‐tems and Service Management,2014:1-5.
[18]王佳欣.游客参与对旅行社服务质量及游客满意度的影响--以京津冀地区为例[J].地域研究与开发,2012,31(2):117-123.
[19]Thomas F.The effect of customer participation on e-service quali‐ty and satisfaction[C]//Proceedings of the Global Marketing Con‐ference,2018:1245-1247.
[20]陆敬筠,仲伟俊,梅姝娥.电子公共服务公众参与度的实证分析[J].情报科学,2008,26(2):224-228.
[21]郭芳.顾客参与、感知控制、感知风险与服务质量的关系研究--以网上银行为例[J].金融理论与实践,2014(6):29-35.
[22]杨梦晴,李凤春,相甍甍.基于扎根理论的移动图书馆社群化服务用户参与影响因素研究[J].图书情报工作,2018,62(6):85-92.
[23]江彦,李进华.老年网站信息服务质量评价研究[J].现代情报,2017,37(6):43-47.
[24]剧晓红,王文韬.国外移动电子健康信息服务研究动态述评[J].情报理论与实践,2018,41(2):149-154.
[25]Barrutia J M,Gilsanz A.Electronic service quality and value:Do consumer knowledge-related resources matter?[J].Journal of Ser‐vice Research,2012,16(2):231-246.
[26]Sheng T,Liu C.An empirical study on the effect of e-service quality on online customer satisfaction and loyalty[J].Nankai Business Review International,2010,1(3):273-283.
[27]肖琨.基于SaaS模式的电子服务质量决定因素实证研究[J].科技创业月刊,2010(10):76-68.
[28]Rolland S,Freeman I.A new measure of e-service quality in France[J].International Journal of Retail and Distribution Man‐agement,2010,38(7):497-517.
[29]刘骥.从ALEXA网站链接检索医学检验网络数字资源[J].临床检验杂志,2007,25(4):305-307.
[30]王知津,郑红军.网站评价中的样本选取及链接测度[J].图书与情报,2006(3):53-58.
[31]Blazquez D,Domenech J.Big Data sources and methods for so‐cial and economic analyses[J].Technological Forecasting and So‐cial Change,2018,130:99-113.
(1)数据来源:艾瑞咨询,在线医疗市场规模报告,2017-01-11,http://www.100ec.cn/detail--6379919.html。
(1)Alexa作为亚马逊旗下的子公司,是全球最权威的网站排名发布平台之一[29-30],通过搜索引擎收集全球数十亿网站的日常信息并公开发布,包括每个网站日均流量和网页平均响应时间等指标,是重要的网络数据获取来源[31]。