视频服务满意度与使用意愿实证研究被引量：4

An Empirical Study on Customer Satisfaction and Users' Intention for the Streaming Video Services

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摘要基于流媒体技术支持的视频信息服务逐渐在社会经济生活中占据着越来越重要的地位,视频服务是现代服务业的重要组成部分之一。构建的研究模型中,影响满意度的变量包括网站质量、信息质量和服务质量。基于SEM方法对样本数据实证分析表明,网站质量、信息质量对视频用户满意度的影响具有显著性,服务质量中的可靠性、响应性、保证性三个因素在PCA因子分析中整合成服务水平成分因子。路径分析表明服务水平和服务关怀性对满意度的影响较为显著,用户满意度能显著影响用户的再次使用意愿,并且两者间的路径系数较大。 As an important part of the service industry,video information services is becoming more and more important in social and economic life.In the construction model,the impact variables of customer satisfaction includes website quality,information quality and service quality.From the empirical analysis solution to the sample data based on SEM,website quality,information quality value significantly affect the customer satisfaction.The dimensions include reliability,responsiveness and assurance of service quality can be integrated into a service level component factor in principal component analysis.Path analysis showed that the service level factor and empathy dimension can also affect customer satisfaction degree significantly.Customer satisfaction has the significant influences on the users＇ intention,and the path coefficient between them is larger.

作者侯德林蔡淑琴夏火松张星

机构地区华中科技大学管理学院武汉纺织大学管理学院

出处《工业工程与管理》北大核心 2011年第3期62-67,74,共7页 Industrial Engineering and Management

基金教育部人文社会科学研究青年基金资助项目(10YJC870010) 武汉市社会科学基金资助项目(09052) 湖北省教育厅人文社会科学项目(2009b257)

关键词流媒体视频服务网站质量信息质量用户满意度使用意愿 SEM streaming media video services website quality information quality customer satisfaction users＇ intention structural equation model

分类号 F287 [经济管理—国民经济]

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参考文献19

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