国家公共文化云平台用户满意度实证研究

Empirical Research on User Satisfaction of National Public Culture Cloud Platform

[目的/意义]随着国家对公共文化云项目的支持,我国公共文化云平台发展迅速。分析国家公共文化云平台用户使用情况,对推进公共文化云用户满意度评价理论研究和各级公共文化云平台用户满意度的提升具有参考价值。[方法/过程]着眼于公共文化云平台用户满意度,结合国内外用户满意度模型和期望一致理论,构建了国家公共文化云平台用户满意度模型,对国家公共文化云平台资源质量、服务质量、系统质量、界面设计与组织的用户预期和感知进行测评。并通过问卷调查获取用户对国家公共文化云平台的评价,根据调查数据主要进行了差异分析和验证性分析。[结果/结论]国家公共文化云平台各个维度的用户预期与感知之间的正向差异和用户满意度呈负相关关系;用户预期与感知差异的大小和用户满意度呈负相关关系;资源、服务、系统、界面设计与组织的满意程度和整体满意之间呈正相关关系。通过对国家公共文化云平台各因素的重要性-满意度进行IPA分析,提出国家公共文化云平台的改进建议。

[Purpose/significance]With the support of the public culture cloud project,the public culture cloud platform of our country develops rapidly.The analysis of the use of national public culture cloud platform users has a strong reference value for promoting the public culture cloud user satisfaction evaluation theory research and the promotion of public culture cloud platform user satisfaction at all levels.[Method/process]This paper focuses on the user satisfaction of the public culture cloud platform,combines the domestic and foreign user satisfaction model and the expectation consistency theory,constructs the user satisfaction model for national public cultural cloud platform.Evaluate user expectations and perceptions,from the national public culture cloud platform resource quality,service quality,system quality,interface design and organization.And then through the questionnaire survey to obtain the user to the national public culture cloud platform appraisal.According to the survey data mainly carries on the difference analysis and the verification analysis.[Result/conclusion]There is a negative correlation between the positive difference between user expectation and perception and user satisfaction in each dimension of national public cultural cloud platform;There is a negative correlation between user expectation and perceived difference and user satisfaction;There is a positive correlation between resources,services,systems,interface design and organizational satisfaction and overall satisfaction.Based on the IPA analysis of the importance and satisfaction of various factors of the national public cultural cloud platform,the improvement suggestions of the national public cultural cloud platform are put forward.