基于“重点改善”区域相关指标的社会问答平台答案质量研究.docVIP

基于“重点改善”区域相关指标的社会问答平台答案质量研究 　　摘 要：社会问答平台答案质量绩效感知与重要性期望感知的差异性，运用重要性―绩效性分析（Importance Performance Analysis，IPA）方法可以分为四个象限，即“继续保持”区域、“重点改善”区域、“毋需优先”区域和“过度表现”区域。文章运用顾客满意度模型理论，构建基于“重点改善”区域相关指标的用户答案质量满意度概念模型，并通过调研来修正和检验概念模型。通过研究发现，用户的期望感知质量、绩效感知质量和感知价值，对用户的总体满意度产生直接显著的影响，并且总体满意度对用户的持续使用产生强正相关影响，表明提高“重点改善”区域质量的相关指标能够有效地增加用户的满意度，增强用户持续使用社会问答平台资源的意愿，并为社会问答平台答案质量的提升提供相关建议。 中国论文网 /7/view-7254712.htm 　　关键词：社会问答平台；答案质量；用户满意度模型 　　中图分类号： G203 文献标识码： A DOI：10.11968/tsyqb.1003-6938.2016018 　　Quality Research of Answers in Social QA Platforms Based on Indexes of the“Concentrate Here”Region 　　Abstract Answers on social QA platforms show differences between quality performance perception and importance expectation perception. According to the method of IPA（Importance Performance Analysis）， the differences can be divided into four regions：“Continue to Maintain”region，“Key to Improve”region，“No Need for Priory”region and “Over Expression”region. Based on pilot studies， this paper uses customer satisfaction model theory to structure the conceptual model of customer satisfaction to the quality of answers on social QA platforms with indexes of the“Key to Improve”region， and then corrects and tests it through user surveys. This paper finds that users expectation perception quality， performance perception quality and perception value have direct and great influences on users general satisfaction degrees， which has a strong positive correlation influences on users continuance. This paper also finds that improving the four quality indexes of “Key to Improve” region can effectively enhance users? satisfaction and the willingness to use social QA platforms continuously. This paper also gives suggestions on bettering the quality of answers on social QA platforms. 　　Key words social QA platform； answer quality； user satisfaction model 　　1 引言 　　社会问答平台（Social QA Platform，SQA）又被称为社会问答社区或者问答平台等，目前对其还没有一个统一的标准定义。 Shah[1]从用户服务的角度将其定义为一种提供用户使用自然语言表达信息需求的方式；一个提供参与者满足用户需求的平台和一个构建包含鼓励参与的社区。同时，Shah也从用户