医疗类社会化搜索答案质量用户满意度模型及实证研究

Empirical Study on User's Satisfaction Model of Medical Social Search Results

社会化搜索是一种新兴的、基于Web2.0框架的搜索模式,在此模式基础上的医疗类社会化搜索平台目前已成为缓解医疗资源紧张的重要手段之一。本文基于健康信念模型和顾客满意度模型,以用户为中心,结合当前的时代背景,构建医疗类社会化搜索答案质量用户满意度模型,并通过问卷调研修正模型。研究发现:医疗类社会化搜索平台答案的来源质量对健康行为期望和健康威胁感知均有显著影响,是最具影响力的一个质量维度;情感质量对用户的自我效能影响显著;健康行为期望和健康威胁感知对感知价值的影响高于对满意度的影响;而感知价值和自我效能是影响用户满意度的关键指标。

Social search is a search model based on web2. 0,which is newly emerging and attracts people＇s attention rapidly. Medical social search,based on social search model,has been a prevalent way for people to search medical information and ease the tension of medical resources effectively. This paper constructed the user-centered satisfaction model of the search results of medical social search platform based on the health belief model and customer satisfaction theory,and verified and revised conceptual model by survey data. The results showed that： The sources quality was the key quality indexes influencing user＇s health behavior expectation and perceived health threat; the emotion quality predicted user＇s self-efficacy; the user＇s health behavior expectation and perceived health threat had a more significant influence on user＇s perceived value than user＇s satisfaction,while user＇s perceived value and self-efficacy was the key indexes influencing user＇s satisfaction.