基于SEM的网络接入服务质量优化研究

Service Quality Model of Network Access Based on SEM

信息通信技术的快速发展加剧了网络接入市场的竞争,接入终端和接入方式的多样化使得用户需求愈发复杂,对网络接入服务质量的要求也越来越高。因此,以服务质量测度相关理论为切入点对网络接入服务质量进行研究,针对"互联网+"背景下网络接入服务用户的需求特征,从服务期望、服务感知以及服务质量三个维度梳理影响网络运营企业接入业务服务质量的关键因素。在此基础上,运用结构方程模型(Structural Equation Modeling,SEM)对相关因素进行评价和实证验证,从而建立适合网络运营企业的接入服务质量评价体系,并提出相关建议,优化网络接入服务。

The development of information and communication technology accelerates competition in the service market of network access.Diversification of access terminal and access mode brings more complex user requirements,which then puts forward higher requirements for the quality of network access services.Thus,based on service quality theories,this paper focuses on the service quality of network access under the background of Internet Plus.By designing questionnaire and collecting data,the hypothesis of structural equation model(SEM)is put forward for the quality service of network access from three aspects:service expectation,service perception and service quality,and the model is studied in depth with correlation analysis.Through hypothesis testing and empirical research,the key factors affecting the service quality of network access are obtained and based on which,special evaluation system suitable for network operators is constructed.At last,suggestions are put forward in order to optimize the network access service.