信息生态视角下有声读物平台用户满意度影响因素研究

Research on the Influencing Factors of User Satisfaction for Audiobook Platform from the Perspective of Information Ecology

[目的/意义]研究有声读物平台用户满意度影响因素,有助于平台运营商针对影响用户满意度的核心问题做出改善,提升平台服务质量,增强用户对平台的满意度,促进有声读物平台的良性、可持续发展。[方法/过程]从信息生态视角出发对有声读物平台用户满意度影响因素进行维度划分,以已有相关文献为理论基础提炼出用户满意度影响因素,并结合KANO模型设计问卷来判断各影响因素的重要度属性,同时对提炼出的影响因素进行验证。[结果/结论]有声读物平台用户满意度影响因素主要包括信息、信息人、信息技术、信息环境4个维度。提炼出的25个用户满意度影响因素中,魅力属性因素5个,期望属性因素8个,必备属性因素1个,无差异属性因素10个,反向属性因素1个。建议可以从对用户满意度影响较大的期望属性、魅力属性和必备属性3类影响因素层面来提升用户满意度。

[Purpose/Significance]Studying the influencing factors of user satisfaction on audiobook platform will help platform operators to improve the core issues affecting user satisfaction,improve the service quality of the platform,enhance user satisfaction with the platform,and promote the sound and sustainable development of audiobook platform.[Method/Process]From the perspective of information ecology,the influencing factors of user satisfaction of audiobook platform were divided into dimensions.Based on the existing relevant literature,the influencing factors of user satisfaction were extracted,and the questionnaire was designed with KANO model to judge the importance attributes of each influencing factor.[Result/Conclusion]The influencing factors of user satisfaction of audiobook platform mainly include four dimensions:information,information user,information technology and information environment.Among the 25 influencing factors of user satisfaction,there are 5 attractive factors,8 expected factors,1 essential factor,10 indifference factors and 1 reverse factor.It is suggested that user satisfaction can be improved from the expected attribute factors that have the greatest impact on satisfaction,such as platform design,auditory perception,standardized management and information quality.