社会化问答社区用户体验影响因素模型研究——基于扎根理论的知乎案例分析

Research on the Model of Influencing Factors of User Experience in Social Q & A Community—A Case Study of Zhihu Based on Grounded Theory

[目的/意义] 研究与实践都表明,用户在线评论正在对消费者的购买行为和企业运营决策产生日益重要的影响,但对社会化问答社区对在线评论展开的研究存在空白。[方法/过程] 以知乎为典型案例,用户在线评论为研究数据,信息系统成功模型为基础,扎根理论为主要研究方法,对影响社会化问答社区用户体验的因素展开提炼分析,通过扎根理论的编码方式得到了影响用户体验的六个核心因素并构建模型。[结果/结论] 在案例的基础上,结合模型,为知乎优化产品与服务提供理论借鉴和建议。

[Purpose/Significance] Research and practice have shown that user online reviews are having an increasingly important impact on consumer purchasing behavior and business operating decisions, but there is a gap in research on online reviews in social Q &A communities. [Method/Process] Taking Zhihu as a typical case, user online reviews as research data, D&M model as the basis, and grounded theory as the main research method, the factors affecting the user experience of the social Q &A community are refined and analyzed, and then according to the coding method of grounded theory, six core factors affecting user experience are obtained and a model is constructed. [Result/Conclusion] Based on the case, combined with the model, it provides theoretical references and suggestions for optimizing products and services.