数字化科教评价平台信息服务质量评价体系构建研究

Research on the Construction of Information Service Quality Evaluation System of Digital Science and Education Evaluation Platform

[目的/意义]构建数字化科教评价平台的信息服务质量评价指标体系,为数字化科教评价平台的信息服务质量建设提供相应的理论参考和评估规范。[方法/过程]参考SERVQUAL、LibQUAL以及E-S-QUAL评价模型指标,结合数字化科教评价平台信息服务的特点,构建了一套较完整的科教评价平台信息服务质量评价指标,应用层次分析法确定指标权重,继而运用模糊综合评价法对国内具有代表性的数字化科教评价平台——中国科教评价网开展实证分析。[结果/结论]数字化科教评价平台的信息服务质量评价指标体系包括平台架构设计、平台界面设计、评价服务功能设计、评价信息内容、个性化评价服务和评价服务效果等6个一级指标,28个二级指标。具有可操作性和应用价值,中国科教评价网信息服务质量总体上处于满意水平,其中信息服务效果评价最高。依据评价结果提出平台的信息服务策略。

[Purpose/significance]This paper aims to construct the information service quality evaluation system of digital sci-ence and education evaluation platform,and provide theory reference and evaluation norms for the information service of the plat-form.[Method/process]By referring to SERVQUAL,LibQUAL and E-S-QUAL models,and combing with the characteristics of information service of digital science and education evaluation platform,we constructed a comprehensive quality evaluation index system of the platform information service.The index weights were determined by analytic hierarchy process.The fuzzy comprehen-sive evaluation method was used to carry out an empirical analysis on a representative platform,network of science and education e-valuation in China.[Result/conclusion]The information service quality evaluation system of the science and education evaluation platform includes 6 primary indexes and 28 secondary indexes.The primary indexes of are platform architecture design,platform in-terface design,evaluation service functions design,evaluation information content,personalized evaluation service and evaluation service effectiveness.The evaluation index system has strong operability and high practical value.The empirical results showed that the information service quality of Network of Science and Education Evaluation in China is generally at a satisfactory level,among which the evaluation of information service effect is the highest.According to the evaluation results,the information service optimi-zing strategy of the platform is put forward.