网络服务用户体验定量评价方法和实证分析

Quantitative evaluation method and empirical analysis of user experience in Web services

随着服务经济的发展,用户体验成为网络服务能否被接受的关键。当前的用户体验研究主要通过主观问卷调查的方法询问用户的主观感受,存在费时、操作复杂、不准确等问题。针对此不足,提出一种基于用户网络服务日志客观评价用户体验的方法,并结合典型的网络服务e-learning进行了实证分析。结果表明基于该方法的客观评价结果与主观评价的结果显著相关,平均绝对误差在10%以内,表明该方法是有效的。

With the development of service economy, user experience has become one of the key issues whether Web services could be accepted by users. There are some methods typically proposed to evaluate user experience, such as questionnaire, which are qualitative and easy to conduct, but need more time and resources, and which are liable to subjective views. Aiming at the shortage, a quantitative method of evaluating user experience was proposed in the context of e-learning based on users logs in Web services. The empirical analysis experiment shows that the results of the method are significantly correlated with the results of subjective evaluation and the average absolute error is below 10%, indicating that the method proposed in the paper is effective.