The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective

Vendors of mobile communication applications/services (apps) aim at improve their designs to attract and retain users, and thus achieve the critical mass needed to ensure the success of their services. Despite the significant number of prior mobile service studies, few works have examined the effects of inertia and satisfaction on the users’ continuance intention with regard to specific mobile communication apps from a mobile-service-quality perspective. By integrating the mobile service quality framework, inertia, and user satisfaction, this study develops a model for interpreting the development of the continuance intention of users of mobile communication apps. Data collected from 238 users of such apps provided support for the model. The results indicated that interaction quality, environment quality, inertia, and user satisfaction are key determinants of continuance intention, while outcome quality is not. The theoretical and practical implications of this work are discussed.     

基于用户满意度指数的图书馆用户调查问卷的设计

提出将顾客满意度指数评测方法用于图书馆用户满意度评价工作的思路;初步提出图书馆用户满意度指数逻辑模型及其结构变量与观测变量的映射、图书馆用户满意度评测指标以及基于图书馆用户满意度指数的用户调查问卷的设计方法.     

社区信息化评价：模型构建及分析——以安徽省合肥市为例

文章构建了社区信息化系统用户满意度概念模型,并以安徽省舍肥市300户居户为样本对模型进行验证性研究。结果表明：所有观测变量均较好地解释上层结构变量;公众预期对电子公共服务系统的差异感知和满意度是否适配没有显著影响,差异感知对公众满意度没有显著影响;电子公共服务质量感知的维度划分与差异感知观测变量的设置都是合理的;电子公共服务公众满意度对政府形象的影响显著。     

User-satisfaction based bandwidth allocation for transmission of multiple sources of human perceptual data

In recent years, more and more point-to-point communication systems involve simultaneous transmission of multiple sources of human perceptual data over a single communication medium. For example, in a teleoperation system or a telerobotic system, streams of video, audio, and haptic data need to be sent from a field place to a remote human operator. Each type of data demands a certain range of transmission rate. This creates conflicts among these data when the available bandwidth is limited.In this paper we study the bandwidth allocation for multiple sources of human perceptual data transmitted over a rate-limited communication channel. We aim to maximize the overall user satisfaction in the data transmission, and formulate an optimization problem for the bandwidth allocation. Using either the logarithmic or exponential form of human perceptual satisfaction function, we are able to derive closed-form solutions for the optimization problem. We show that the optimal bandwidth allocation for each type of data is piecewise linear with respect to the total available bandwidth.     

中国企业ERP系统用户满意度影响因素研究

通过大量的文献回顾,在TOE理论的基础上构建了一个ERP系统用户满意度影响因素模型。该模型将ERP系统用户满意度影响因素分为四类:技术因素(系统质量、信息质量和服务质量),组织因素(高层管理者支持、项目管理、用户参与度),环境因素(外部专业支持)和用户特征。研究结果发现:用户参与度、外部专业支持、系统质量是影响中国企业ERP系统用户满意度的最重要因素,服务质量和高层管理者支持次之;ERP用户的角色差异导致其满意度的不同;ERP系统用户满意度模型对国有企业有更好的解释能力;采用不同类型ERP系统的企业,在ERP系统用户满意度指标上没有显著的差别。     

A machine learning approach to primacy-peak-recency effect-based satisfaction prediction

Data retrieval systems supporting the discovery and reuse of open data are emerging as important tools in the open data ecosystem. However, user satisfaction with them is relatively low. This study proposes the primacy-peak-recency effect to investigate the cognitive mechanisms underlying data searchers’ overall satisfaction. To test the primacy-peak-recency effect, primacy-peak-recency cubes consisting of eye movement indicators at primacy, peak, and recency moments and their combinations are constructed as the theoretical model. A user experiment was conducted to collect eye movement data and satisfaction scores generated during 48 doctoral students’ interactions with data retrieval systems. An ensemble machine learning framework was then applied to analyze eye movement data to assess the theoretical model. The results indicate that the primacy-peak-recency cubes are salient predictors of data searchers’ satisfaction (the prediction accuracy=0.682 and regression R2=0.749). This finding suggests that data searchers’ complex cognitive processes at primacy, peak, and recency moments measured by uni-, bi-, and three-dimensional eye movement indicators are predictors of overall satisfaction, confirming the primacy-peak-recency effect. In addition, combinations of varying types of influential moments and multidimensional eye movement events are the best predictors of overall satisfaction. This suggests that influential moments and cognitive processes have additive effects on overall satisfaction. Combining theory-driven and data-driven approaches, this study sheds light on the potential of machine learning approaches for analyzing neuropsychological data for heuristics examination. With these insights, practical strategies to predict data searchers’ satisfaction and optimize the user-experience design of data retrieval systems are proposed.     

中国科学技术馆观众满意度研究

在综述国内外相关研究的基础上,基于4…062份有效样本数据,通过模型构建、变量定义、数据采集与分析,并结合开放性问题的语义分析等,对中国科技馆观众满意度进行研究。主要从用户期望、服务感知、用户信任和用户抱怨等4个维度构建科技馆观众满意度模型;通过对观测变量进行探索性因子分析,提取服务内容、展品状况以及参观效果3个公因子,按照方差贡献率大小赋予每个因子不同的权重,深入分析观众需求。通过对样本数据分析,以及对开放性问题的文本分析和语义理解,为中国科学技术馆更好地提高观众满意度,有针对性地对其建设和管理提出建议及改进方向。     

Will coolness factors predict user satisfaction and loyalty? Evidence from an artificial neural network–structural equation model approach

Our research attempts to track the role of coolness factors (i.e., attractiveness, subculture, and uniqueness) on user satisfaction and loyalty with respect to technological products. For this purpose, we construct a model for a particular technological product on the basis of coolness and satisfaction–loyalty theories. We then gather survey-based data from 454 Koreans for measuring the coolness factors, satisfaction, and loyalty variables. Subsequently, we employ an artificial neural network–structural equation model for testing the proposed model. Based on the outcomes, (1) we find that attractiveness and uniqueness have notable and positive effects on satisfaction, (2) whereas, subculture does not have a considerable impact on satisfaction. (3) In addition, a positive association between satisfaction and loyalty is identified. (4) Interestingly, there are no significant moderating influences of age and gender on the associations of coolness elements. Overall, the outcomes of our research contribute to the expansion of the literature regarding coolness theory and user experience of technologies.     

移动数字阅读用户体验动态行为模型及实证研究

随着移动互联网的发展与普及，用户体验成为移动数字阅读领域备受关注的因素。本文从用户体验的动态阶段出发，从体验维度、认知和情感以及持续采纳行为等角度构建移动数字阅读领域用户体验动态行为的理论模型以及研究假设。通过收集434份有效问卷，利用Lisrel8.70对理论模型进行了检验和修正。结果表明：1）在用户体验决策阶段，期望确认程度和满意度是影响持续采纳意向的重要变量；2）在用户体验交互阶段，期望确认程度对于感知易用性和感知愉悦存在显著影响；3）在用户体验期望阶段，用户体验三层维度对于用户的持续采纳意向都具有显著影响，其中反思层体验的影响最大，其次是认知层体验，最后是感官层体验。     

知识管理系统的用户满意度测评

知识管理系统是组织实施知识管理的重要工具和技术，如何测评知识管理系统的用户满意度具有重要意义。本文在已有研究成果的基础上，介绍和分析了知识管理系统用户满意度的概念及其测评指标体系，并给出了相应的知识管理系统用户满意度的测评方法。同时，借助“雷达图”这样一种分析工具来清晰直观的反映组织知识管理系统用户满意度的状况，以便组织采取针对性措施来改进其知识管理系统。     

用户特征对个人云存储使用的影响

个人云存储拥有广泛用户群体,为揭示用户特征对其使用个人云存储感知和意愿的影响,本文通过问卷调查收集数据,采用单因素方差分析方法,将用户特征视为控制变量,将用户使用感知和意愿作为因变量,分析用户特征对个人云存储使用的影响。结果显示：对使用感知和意愿影响较多的因素依次是个人云存储使用频次、个人云存储使用年限、个人云存储使用情境和用户是否具有计算机专业背景,其中个人云存储使用频次对所有因变量都有显著影响;而人口统计学特征总体来说影响不大,其中年龄和职业对所有的因变量影响都不显著。在因变量中,受个体特征影响最大的变量是感知易用性,分别受到性别、是否具有计算机专业背景、个人云存储使用年限、频次和情景的影响,其次受用户特征影响的因变量是感知有用性、感知信任和使用意愿。     

组织沟通方式对沟通满意度的影响:沟通认知与沟通倾向的调节作用

随着知识经济时代的到来和推进,增进员工的沟通满意度成为提高组织人力资源管理水平的重要途径。以沟通认知和沟通倾向作为调节变量构建沟通方式对沟通满意度的影响模型。在对来自黑龙江23家企业373位员工调查数据研究的基础上,采用相关分析、回归分析等统计方法对影响模型进行检验。结果显示:在组织的纵向沟通中,正式沟通和非正式沟通方式都能够对沟通满意度产生正向效应,而正式沟通方式的效果更为明显;在这种正向关系中,沟通倾向表现出比沟通认知更显著的调节作用,且非正式沟通比正式沟通方式受到的调节作用更强烈。     

Library-user interface: A simulation of the circulation subsystem

The loan policy of a university library can have a significant effect on the ability of library users to find the particular books that they are seeking. This paper focuses on the library-user interface by relating two measures of user satisfaction, book availability and the delay associated with recalls, to the loan policy of the library. This relation is established by computer simulation techniques. This paper synthesizes the results of two studies conducted at the Sears Library at Case Western Reserve University. The results of these studies confirm that the model can accurately predict two measures of user satisfaction as a function of the load policy of a library. Thus this technique can be used to evaluate alternative loan policies in terms of their impact on user satisfaction.     

基于DEMATEL方法的微信用户满意度影响因素分析

[目的/意义]微信的广泛应用使得研究和分析如何提升用户的满意度具有重要的意义。[方法/过程]本文以期望确认理论为基础,附以技术接受模型以及补充要素理论构建微信用户满意度影响因素模型,应用DEMATEL方法对影响满意度的原因因素和结果因素进行了辨别分析。[结果/结论]微信用户满意度的主要影响因素包括：感知内容、感知有用性、感知易用性和感知审美等,而使用成本是驱动因素,起到了最关键的作用,并据此提出了提升微信满意度的具体措施。     

付费有声书知识服务满意度研究——以“樊登读书”为例

【目的/意义】知识付费带动了付费有声书的兴起与发展,有声书知识服务成为一种新的知识服务模式。对有声书知识服务用户满意度的研究有助于有声书平台提升用户服务,促进有声书市场的健康发展。【方法/过程】本文以有声书平台——“樊登读书”为研究对象,基于用户评论、用户访谈与文献调研构建了评价付费有声书知识服务用户满意度的指标体系,并结合问卷调查与访谈对“樊登读书”当前的用户满意度展开具体分析。【结果/结论】丰富了付费有声书领域的学术研究,从满意度评价角度入手,给出改进当前付费有声书平台知识服务的建议。内容与知识效用是付费有声书平台的核心竞争优势与用户吸引点,服务与价格是制约用户满意度的重要维度。付费有声书知识服务可以从赋能用户、优化功能、促进社交、丰富内容与灵活定价等方面提高用户满意度。     

Investigating the role of in-situ user expectations in Web search

Pre-adoption expectations often serve as an implicit reference point in users’ evaluation of information systems and are closely associated with their goals of interactions, behaviors, and overall satisfaction. Despite the empirically confirmed impacts, users’ search expectations and their connections to tasks, users, search experiences, and behaviors have been scarcely studied in the context of online information search. To address the gap, we collected 116 sessions from 60 participants in a controlled-lab Web search study and gathered direct feedback on their in-situ expected information gains (e.g., number of useful pages) and expected search efforts (e.g., clicks and dwell time) under each query during search sessions. Our study aims to examine (1) how users’ pre-search experience, task characteristics, and in-session experience affect their current expectations and (2) how user expectations are correlated with search behaviors and satisfaction. Our results with both quantitative and qualitative evidence demonstrate that: (1) user expectation is significantly affected by task characteristics, previous and in-situ search experience; (2) user expectation is closely associated with users’ browsing behaviors and search satisfaction. The knowledge learned about user expectation advances our understanding of users’ search behavioral patterns and their evaluations of interaction experience and will also facilitate the design, implementation, and evaluation of expectation-aware user models, metrics, and information retrieval (IR) systems.     

社会化阅读视角下阅读推广用户满意度影响因素研究

本研究利用质性研究方法,从原始访谈资料中概括总结社会化阅读视角下阅读推广用户满意度的影响因素,得出阅读效率、阅读社交性、阅读注定性3个范畴,并以之为变量构建公共图书馆阅读推广用户满意度影响因素模型;利用实证研究方法,运用结构方程分析了阅读效率、阅读社交性、阅读注定性对用户满意度的影响效果。通过定性与定量方法结合的研究过程及结果,对公共图书馆阅读推广工作的发展提出了建设性意见。     

Determinants of mHealth success: An empirical investigation of the user perspective

Mobile health (mHealth) applications have become an important tool to support public health, especially in times of increased health awareness in the midst of the COVID-19 pandemic. However, there is still uncertainty about what factors determine successful mHealth services from the users’ perspective. Based on the results of a systematic literature review, a qualitative content analysis of available apps and semi-structured user and expert interviews, we derive a structural model with antecedents on user attitudes towards mHealth and user satisfaction with the mHealth application. These variables determine users’ intention to continue using the application and their intention to recommend it to others. For verification, we tested the model with a sample of 249 German mHealth users from the “MyFitnessPal” community using structural equation modelling and found that all derived path relations have significant coefficients.     

微信用户沟通与市场增长的关系研究

通过文献回顾和实证研究,结合微信以满足用户需求为目的的功能设计,探讨微信市场增长是否与微信满足用户沟通需求相关。从微信不同功能满足人们不同层次沟通需求的角度,将沟通分为浅层沟通和深层沟通,同时将浅层沟通和深层沟通作为两个自变量,微信市场增长作为因变量进行分析研究,提出微信浅层沟通对微信的市场增长并无显著的影响和微信深层沟通对微信的市场增长有显著的影响两个假设。研究中采用了实证研究中问卷调查法,获得有效问卷140份。数据分析结果表明,微信浅层沟通对微信市场增长并无显著的影响,微信深层沟通对微信市场增长有显著的影响,所提出的两个假设验证都得到通过。这个研究结论不仅是对微信市场增长原因的探析,也是对人们需求的一个解读,有利于学者展开对微信进一步研究,也有利于微信团队研究出更多的满足用户需求的功能,使微信在激烈的竞争环境中保持领先。     

客户参与对Scrum团队信息系统开发成功率的影响

基于Scrum软件开发模型,增加用户参与1个内生变量和交流、有用性感知、便易性感知、趣味性感知4个外生变量构建Scrum团队客户参与概念模型。采用专家询问和问卷调查的方法对模型进行检验,结果表明:客户参与对信息系统开发成功率有显著影响,其中有效交流、有用性感知、趣味性感知是3个关键因素且为正相关关系。研究结果有利于提高信息系统开发成功率,对基于Scrum团队客户参与模型在其他领域的应用也有一定的实践参考价值。