移动新闻用户满意度的影响因素研究——基于上海五所高校学生的调查

The Influencing Factors of User Satisfaction with Mobile News: Based on Survey of Students in Five Colleges of Shanghai

本文以期望确认理论为基础,综合技术接受模型、补充要素模型建构移动新闻用户满意度模型,旨在了解移动新闻用户满意度的影响因素及其作用机制。通过对上海五所高校学生进行抽样调查和实证研究发现,用户期望与感知内容、感知易用、感知审美显著正相关;感知内容、感知审美与期望确认显著相关,而感知易用、用户期望对期望确认的影响不显著;感知内容、感知易用、感知审美、期望确认对用户满意度产生显著积极影响,其中期望确认与感知易用的贡献度最大,其次为感知审美,最后为感知内容。研究还发现,期望确认对感知内容、感知审美与用户满意度有部分中介作用;期望确认对用户期望与用户满意度有完全中介作用;期望确认对感知易用与用户满意度的中介作用不显著。

Based on the theory of expectation confirmation, the models of comprehensive technology acceptance and supplementary factor were used to construct the model of users' satisfaction in mobile news. It aimed at understanding the influencing factors and the functional mechanism of the mobile news user satisfaction. Through sampling survey and empirical researches for students in five colleges of Shanghai, it was found that user expectation was significantly correlated with perceived content, perceived ease of use and perceived aesthetic. Perceived content and perceived aesthetic were significantly related to confirmation. However, perceived ease of use and user expectation were not. Perceived content, perceived ease of use, perceived aesthetic,confirmation have remarkable and positive impact in user satisfaction. Confirmation and perceived ease of use contributes the most to the user satisfaction, then is the perceived aesthetic, the last is perceived content. The study also found that confirmation had some mediating role of the perceived content, perceived aesthetic and user satisfaction. Confirmation had a complete mediating role of user expectation and user satisfaction. But it was not significant for confirmation to have an intermediary role of perceived ease of use and user satisfaction.