基于服务感知模型的用户反馈

User feedback based on a service perception model

在服务质量的监控和优化研究领域,用户反馈反映了用户对服务的满意程度,对于服务提供商改进服务质量和优化服务内容具有重要的指导作用。当前对服务反馈的研究主要集中在定性分析方面,缺少定量分析和因素关联的挖掘。该文首先通过分析服务交互元模型及模型元素定义,提出服务感知模型,模型揭示了用户反馈的来源以及基于反馈的服务质量闭环改进过程;在此基础上建立用户反馈模型,并分析反馈结果与其影响因素间的关系;最后,通过此模型建立用户反馈研究框架及后续研究方案,证明了用户反馈模型的研究意义。

Research on service quality and optimization relies on user feedback of their satisfaction with services, which is important for service providers to improve service quality and optimize service content. Current research has focused on qualitative analyses with few quantitative analyses or analyses of elements relationships. This paper describes a service perception model developed through analysis of the service interaction meta-model to reveal the sources of feedback and service quality loop improvements. User feedback is modeled with analyses of the relations between key factors and feedback results. Finally, the model is used to develop a research framework and plan that verify the significance of this user feedback model.