房地产网站用户满意度研究-管理科学与工程专业论文.docxVIP

Classified Index：F293.3 U.D.C：332.7 Dissertation for the Master Degree in Management USER SATISFACTION RESEARCH OF REAL ESTATE WEBSITE Candidate: Qi Yan Supervisor: Prof. Xi Bao Academic Degree Applied for: Master of Management Specialty: Management Science and Engineering Affiliation: School of Management Date of Defence: July, 2007 Degree-Conferring-Institution: Harbin Institute of Technology 摘 要 随着信息时代的迅速发展，以互联网为代表的全球信息化浪潮正以迅猛 的态势冲击着各行各业。全球房地产业也开始了一场深刻变革，一方面是智 能化住宅走入普通人的生活，另一方面房地产经营方式开始步入信息时代。 中国互联网房地产服务用户规模在 2006 年已达到 6400 万人。 随着房地产网站的快速发展，盈利模式逐渐成熟。以广告、增值业务和 中介作为盈利模式网站必须以聚集大量的人气为基础。如何保持并吸引用户 成为房地产网站生存和发展的基础。因此房地产网站的用户满意度研究将会 成为未来房地产网站运营商的一个关注点。 本文以信息系统成功模式为理论基础，构造房地产网站用户满意度的理 论模型，并提出三点假设。通过访谈和问卷调查，收集样本数据。用结构方 程模型（AMOS 4.0） 处理数据，验证假设。 研究结果表明，房地产网站的信息质量、系统质量和服务质量均对网站 的使用者满意度都产生正向影响。其中房地产网站的信息质量对网站使用者 满意度的影响最大。 基于研究结果，本文对房地产网站提升用户满意度提出了几点建议，包 括提高信息的准确性、完备性和指导性；建立清晰简洁，分类明确的网站结 构，以及切实回应和处理顾客提出的请求。 关键词： 房地产网站；用户满意度；信息系统成功模型 Abstract With the rapid development of information technology, the world industry had been strongly impacted by the global information trend, through which the world wide internet has played an important role. The Real Estate industry has also experienced profound change. On the one hand, intelligent housing has been stepping into our common life, on the other side; the business mode for dealing real estate has entered into a new era of information. The number of users for Chinese real estate websites has reached a number of 64 million. The business model of real estate websites has becoming mature through its growth. The business models such as advertisement, value-added service and real estate agent are based on the hot click on the website. How to maintain and extract more users is crucial for the survival and development of real estate websites. For this reason, user satisfaction on real estate website would be a focus for real estate website operators. Based on the information success model, this research constructed a customer satisfac