医疗类社会化搜索答案质量用户满意度模型及实证研究
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摘要
社会化搜索是一种新兴的、基于Web2.0框架的搜索模式,在此模式基础上的医疗类社会化搜索平台目前已成为缓解医疗资源紧张的重要手段之一。本文基于健康信念模型和顾客满意度模型,以用户为中心,结合当前的时代背景,构建医疗类社会化搜索答案质量用户满意度模型,并通过问卷调研修正模型。研究发现:医疗类社会化搜索平台答案的来源质量对健康行为期望和健康威胁感知均有显著影响,是最具影响力的一个质量维度;情感质量对用户的自我效能影响显著;健康行为期望和健康威胁感知对感知价值的影响高于对满意度的影响;而感知价值和自我效能是影响用户满意度的关键指标。
Social search is a search model based on web2. 0,which is newly emerging and attracts people's attention rapidly. Medical social search,based on social search model,has been a prevalent way for people to search medical information and ease the tension of medical resources effectively. This paper constructed the user-centered satisfaction model of the search results of medical social search platform based on the health belief model and customer satisfaction theory,and verified and revised conceptual model by survey data. The results showed that: The sources quality was the key quality indexes influencing user's health behavior expectation and perceived health threat; the emotion quality predicted user's self-efficacy; the user's health behavior expectation and perceived health threat had a more significant influence on user's perceived value than user's satisfaction,while user's perceived value and self-efficacy was the key indexes influencing user's satisfaction.
Social search is a search model based on web2. 0,which is newly emerging and attracts people's attention rapidly. Medical social search,based on social search model,has been a prevalent way for people to search medical information and ease the tension of medical resources effectively. This paper constructed the user-centered satisfaction model of the search results of medical social search platform based on the health belief model and customer satisfaction theory,and verified and revised conceptual model by survey data. The results showed that: The sources quality was the key quality indexes influencing user's health behavior expectation and perceived health threat; the emotion quality predicted user's self-efficacy; the user's health behavior expectation and perceived health threat had a more significant influence on user's perceived value than user's satisfaction,while user's perceived value and self-efficacy was the key indexes influencing user's satisfaction.
引文
[1]孙晓宁,朱庆华,赵宇翔,等.社会化搜索研究进展综述[J].图书情报工作,2014,(17):5-13.
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[18]刘高军,马砚忠,段建勇.社区问答系统中“问答对”的质量评价[J].北方工业大学学报,2012,(9):31-35.
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[20]Chua A Y K,Banerjee S.So Fast So Good:An Analysis of Answer Quality and Answer Speed in Community Question-Answering Sites[J].Journal of the American Society for Information Science and Technology,2013,64(10):2058-2068.
[21]吴丹,刘媛,王少成.中英文网络问答社区比较研究与评价实验[J].现代图书情报技术,2011,(1):74-82.
[22]张兴刚,袁毅.基于搜索引擎的中文问答社区比较研究[J].图书馆学研究,2009,(6):66-72.
[23]贾佳,宋恩梅,苏环.社会化问答平台的答案质量评估——以“知乎”、“百度知道”为例[J].信息资源管理学报,2013,(2):19-28.
[24]孙晓宁,赵宇翔,朱庆华.基于SQA系统的社会化搜索答案质量评价指标构建[J].中国图书馆学报,2015,(4):65-82.
[25]Champion VL,Scott CR.Reliability and Validity of Breast Cancer Screening Belief Scales in African American Woman[J].Nurs Res,1997,46(6):331-337.
[26]Jacobs LA.Health Beliefs of Fist-degree Relatives of Individuals with Colorectal Cancer and Participation in Health Maintenance Visits-population-based Survey[J].Cancer Nurs,2002,25(4):251-265.
[27]唐琼,张新鹤.基于用户满意度的图书馆电子资源质量评价模型研究.图书馆杂志,2007,(7):46-53,62.
[28]Podsakoff P M,Mackenzie S B,Lee J Y et al.Common Method Biases in Behavioral Research:A Critical Review of the Literature and Recommended Remedies[J].Journal of Applied Psychology.2003,88(5):879-903.
[29]马彪.科技文献数据库网站信息用户满意研究[D].南京:南京理工大学,2006.
[2]艾媒报告.2016-2017中国移动医疗健康市场研究报告[EB/OL].http://www.iimedia.cn/49397.html,2017.ii Media Research Group.2016-2017 China Mobile Health Market Research Report,2017.Retrieved on http://www.iimedia.cn/49397.html.(In Chinese).
[3]维基百科[EB].https://en.wikipedia.org/wiki/Health_belief_model,2017-04-19.
[4]莫祖英,马费成.数据库信息资源内容质量用户满意度模型及实证研究[J].中国图书馆学报,2013,(2):85-97.
[5]Kim S,Oh J S,Oh S.Best-Answer Selection Criteria in a Social Q&A Site from the User-Oriented Relevance Perspective[C].In:Proceedings of the 70th Annual Meeting of American Society for Information Science and Technology(ASIST),2007:1-15.
[6]Kim S,Oh S.Users'Relevance Criteria for Evaluating Answers in a Social Q&A Site[J].Journal of the American Society for Information Science and Technology,2009,60(4):716-727.
[7]Zhu Z M,Bernhard D,Gurevych I.A Multi-dimensional Model for Assessing the Quality of Answers in Social Q&A[EB/OL].http://tuprints.ulb.tu-darmstadt.de/1940/1/TR_dimension_model.pdf,2014-01-20.
[8]Blooma M J,Goh D H-L,Chua A Y-K.Predictors of Highquality Answers[J].Online Information Review,2012,36(3):383-400.
[9]Oh S,Worrall A.Health Answer Quality Evaluation by Librarians,Nurses,and Users in Social Q&A[J].Library&Information Science Research,2013,35(4):288-298.
[10]Wong N M.Quality Evaluation of Geriatric Health Information on Yahoo!Answers:A Cross-cultural Comparative Study[D].Hong Kong:The University of Hong Kong,2013.
[11]Shah C,Pomerantz J.Evaluating and Predicting Answer Quality in Community QA[C].In:Proceedings of the 33rd International ACM SIGIR Conference on Research and Development in Information Retrieval(SIGIR'10).New York:ACM,2010:411-418.
[12]Oh S,Worrall A,Yi Y J.Quality Evaluation of Health Answers in Yahoo!Answers:A Comparison Between Experts and Users[J].Proceedings of the American Society for Information Science and Technology,2011,48(1):1-3.
[13]Fichman P.A Comparative Assessment of Answer Quality on Four Question Answering Sites[J].Journal of Information Science,2011,37(5):476-486.
[14]Jeon J,Croft W B,Lee J H,et al.A Framework to Predict the Quality of Answers with Non-textual Features[C].In:Proceedings of the 29th Annual International ACM SIGIR Conference on Research and Development in Information Retrieval,Seattle,Washington,USA.ACM,2006:228-235.
[15]Hoang L,Lee J,Song Y,et al.A Model for Evaluating the Quality of User-created Documents[C].In:Proceedings of the4th Asia Information Retrieval Symposium(AIRS'08),Harbin,China.Berlin,Heidelberg:Springer,2008:496-501.
[16]孔维泽,刘奕群,张敏,等.问答社区中回答质量的评价方法研究[J].中文信息学报,2011,25(1):4-6.
[17]李晨,巢文涵,陈小明,等.中文社区问答中问题答案质量评价和预测[J].计算机科学,2011,(6):230-236.
[18]刘高军,马砚忠,段建勇.社区问答系统中“问答对”的质量评价[J].北方工业大学学报,2012,(9):31-35.
[19]Shachaf P.The Paradox of Expertise:Is the Wikipedia Reference Desk as Good as Your Library?[J].Journal of Documentation,2009,65(6):977-996.
[20]Chua A Y K,Banerjee S.So Fast So Good:An Analysis of Answer Quality and Answer Speed in Community Question-Answering Sites[J].Journal of the American Society for Information Science and Technology,2013,64(10):2058-2068.
[21]吴丹,刘媛,王少成.中英文网络问答社区比较研究与评价实验[J].现代图书情报技术,2011,(1):74-82.
[22]张兴刚,袁毅.基于搜索引擎的中文问答社区比较研究[J].图书馆学研究,2009,(6):66-72.
[23]贾佳,宋恩梅,苏环.社会化问答平台的答案质量评估——以“知乎”、“百度知道”为例[J].信息资源管理学报,2013,(2):19-28.
[24]孙晓宁,赵宇翔,朱庆华.基于SQA系统的社会化搜索答案质量评价指标构建[J].中国图书馆学报,2015,(4):65-82.
[25]Champion VL,Scott CR.Reliability and Validity of Breast Cancer Screening Belief Scales in African American Woman[J].Nurs Res,1997,46(6):331-337.
[26]Jacobs LA.Health Beliefs of Fist-degree Relatives of Individuals with Colorectal Cancer and Participation in Health Maintenance Visits-population-based Survey[J].Cancer Nurs,2002,25(4):251-265.
[27]唐琼,张新鹤.基于用户满意度的图书馆电子资源质量评价模型研究.图书馆杂志,2007,(7):46-53,62.
[28]Podsakoff P M,Mackenzie S B,Lee J Y et al.Common Method Biases in Behavioral Research:A Critical Review of the Literature and Recommended Remedies[J].Journal of Applied Psychology.2003,88(5):879-903.
[29]马彪.科技文献数据库网站信息用户满意研究[D].南京:南京理工大学,2006.