基于KANO模型的社交平台个人信息保护要素研究

Research on Personal Information Protection Elements of Social Media Based on KANO Model

在对6名社交平台管理者与使用者深度访谈的基础上,提炼出社交平台个人信息保护的16个指标要素。据此设计Kano正反向问卷,展开Kano调查。通过对204个有效样本的调查,对16个指标要素进行归类,在引入混合类之后,最终得到基于Kano模型的社交平台个人信息保护要素的归类结果:2个一维要素,6个混合类要素和8个无差异要素。在此基础上,结合四象限分析法,识别出要改善用户对社交平台个人信息保护的满意度应着重改善的要素。最后,针对Kano分析的结果,从法律、行业和用户三个方面提出了改进社交平台个人信息保护满意度的建议。

Based on the in-depth interviews with 6 social platform managers and users, 16 indicators of personal information protection on social platform are extracted. Accordingly, Kano positive and negative questionnaires were designed and Kano surveys were conducted. Through the investigation of 204 effective samples, the 16 index elements are classified. After introducing the mixed class, the classification results of the personal information protection elements of the social platform based on the Kano model are finally ob-tained： 2 one-dimensional elements, 6 mixed elements and 8 indifference elements. And combining the four-quadrant analysis method, the factors which can improve user satisfaction with their personal information protection can be identified. Finally, some suggestions to improve the satisfaction of personal information protection on social platform are put forward from three aspects of law, industry and user.