基于因子分析法对搜索引擎用户满意度评价研究

Study on Customer Satisfaction of Search Engine Based on Factor Analysis

以目前使用广泛的引擎门户满意度为研究对象,构建搜索引擎的用户满意度指标体系。选取出能充分反映满意度高低的11个指标,通过主因子特征值和特征向量对各搜索引擎进行综合评价,用因子载荷和方差极大正交旋转因子载荷分析了形成满意度各因素之间的关系,并且得出了各个搜索引擎的综合竞争力得分和排序。并有针对性的提出搜索引擎的改进措施和发展方案,以期望提高搜索引擎服务水平,丰富其服务内容,最大限度的满足用户需求。

This paper constructs a customer satisfaction mode and an integrative evaluation index system.Satisfaction of search engine is comprehensively evaluated by the characteristic value and characteristic vector of the principal factors,and the relationships between various factors related to Satisfaction of search engine are analyzed by the loading factor and maximal variance orthogonal rotary loading factor,and the scores of each search engine and each place in the competition are obtained.Finally some countermeasures and development plan are put forward in the hope of improving the service quality of the search engines.