|
|
|
| Information Service Quality of Online Health Platform Based on User Participation |
| Qian Minghui1,2,3, Xu Zhixuan1, Wang Shan1 |
1. School of Information Resource Management, Renmin University of China, Beijing 100872
2. Smart City Research Center, Renmin University of China, Beijing 100872
3. Modern Enterprise Management Research Center, Guilin University of Technology, Guilin 541004 |
|
|
|
|
Abstract Based on the SERQUAL and E-SERQUAL evaluation models, this study investigates the uneven distribution of the information service quality of online health platforms in China, constructing an evaluation index system for the information service quality of China's online health platforms from the six dimensions of information service efficiency, ease of use of the information service, protection of private information, comprehensiveness of the information service, contact, and responsiveness; then, the research builds a model between information service quality and user participation and further explores the relationship between information service quality and user participation through an empirical study, which provides a reference for the standardization of information service quality and promotion of user participation in China's online health platform.
|
|
Received: 24 May 2018
|
|
|
|
[1] 宋立荣, 齐娜, 张群. 网络健康信息传播的信息质量问题思考[J]. 医学信息学杂志, 2014, 35(10): 8-12.
[2] 彭润华, 阳震青. 旅游移动电子商务服务质量评价指标体系构建[J]. 旅游经济, 2011(5): 160-162.
[3] Zeithaml V A. Service excellence in electronic channels[J]. Journal of Service Theory & Practice, 2002, 12(3): 135-139.
[4] Hsu T H, Hung L C, Tang J W. The multiple criteria and sub-criteria for electronic service quality evaluation: An interdependence perspective[J]. Online Information Review, 2012, 36(2): 241-260.
[5] Yoo B, Donthu N. Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL)[J]. Quarterly Journal of Electronic Commerce, 2001, 2(1): 31-47.
[6] Barnes S J, Vidgen R T. An integrative approach to the assessment of e-commerce quality[J]. Journal of Electronic Commerce Research, 2002, 3: 114-127.
[7] Parasuraman A, Zeithaml V A, Malhotra A. E-S-QUAL: A multiple-item scale for assessing electronic service quality[J]. Journal of Service Research, 2005, 7(3): 213-233.
[8] Sabiote C M, Frías D M, Casta?eda J A. E-service quality as antecedent to e-satisfaction: The moderating effect of culture[J]. Online Information Review, 2012, 36 (2): 157-174.
[9] Barrera B R, Navarro G A,?Peris O M. Evaluation?of?quality?in different?electronic?services: a multigroup analysis[J]. International Journal of Management Science & Technology Information, 2015, 15: 5-27.
[10] Barrera R B, Carrión G C. Simultaneous measurement of quality in different online services[J]. The Service Industries Journal, 2014, 34(2): 123-144.
[11] 鞠蓓, 陈维亚. 基于用户感知的铁路客运网站服务质量评价[J]. 铁道科学与工程学报, 2017, 14(1): 184-189.
[12] 张益民, 孙林, 盛国军. 基于文献计量的商务网站服务质量评价体系研究[J]. 价值工程, 2018, 37(4): 37-40.
[13] 钱明辉, 徐志轩, 连漪. 在线健康咨询平台信息质量评价及其品牌化启示[J]. 情报资料工作, 2018, 39(3): 57-63.
[14] 邓胜利, 赵海平. 用户视角下网络健康信息质量评价标准框架构建研究[J]. 图书情报工作, 2017, 61(21): 30-39.
[15] 邵双, 刘芬, 袁玉婷, 等. 我国在线医疗信息服务平台现状分析——以39健康网、寻医问药网和好大夫在线为例[J]. 现代商贸工业, 2014, 26(7): 162-164.
[16] 吴江, 周露莎. 网络健康信息服务用户购买决策的影响因素研究[J]. 情报学报, 2017, 36(10): 1058-1065.
[17] Cheng P F, Xue W X. Corporate image, customer participation and service quality: From social identity theory perspective[C]// Proceedings of the 11th International Conference on Service Systems and Service Management, 2014: 1-5.
[18] 王佳欣. 游客参与对旅行社服务质量及游客满意度的影响——以京津冀地区为例[J]. 地域研究与开发, 2012, 31(2): 117-123.
[19] Thomas F. The effect of customer participation on e-service quality and satisfaction[C]// Proceedings of the Global Marketing Conference, 2018: 1245-1247.
[20] 陆敬筠, 仲伟俊, 梅姝娥. 电子公共服务公众参与度的实证分析[J]. 情报科学, 2008, 26(2): 224-228.
[21] 郭芳. 顾客参与、感知控制、感知风险与服务质量的关系研究——以网上银行为例[J]. 金融理论与实践, 2014(6): 29-35.
[22] 杨梦晴, 李凤春, 相甍甍. 基于扎根理论的移动图书馆社群化服务用户参与影响因素研究[J]. 图书情报工作, 2018, 62(6): 85-92.
[23] 江彦, 李进华. 老年网站信息服务质量评价研究[J]. 现代情报, 2017, 37(6): 43-47.
[24] 剧晓红, 王文韬. 国外移动电子健康信息服务研究动态述评[J]. 情报理论与实践, 2018, 41(2): 149-154.
[25] Barrutia J M, Gilsanz A. Electronic service quality and value: Do consumer knowledge-related resources matter?[J]. Journal of Service Research, 2012, 16(2): 231-246.
[26] Sheng T, Liu C. An empirical study on the effect of e-service quality on online customer satisfaction and loyalty[J]. Nankai Business Review International, 2010, 1(3): 273-283.
[27] 肖琨. 基于SaaS模式的电子服务质量决定因素实证研究[J]. 科技创业月刊, 2010(10): 76-68.
[28] Rolland S, Freeman I. A new measure of e-service quality in France[J]. International Journal of Retail and Distribution Management, 2010, 38(7): 497-517.
[29] 刘骥. 从ALEXA网站链接检索医学检验网络数字资源[J]. 临床检验杂志, 2007, 25(4): 305-307.
[30] 王知津, 郑红军. 网站评价中的样本选取及链接测度[J]. 图书与情报, 2006(3): 53-58.
[31] Blazquez D, Domenech J. Big Data sources and methods for social and economic analyses[J]. Technological Forecasting and Social Change, 2018, 130: 99-113.
|
|
|
|
