BBS站点服务质量满意度和不满意度测度因素研究

本研究采用关键事件法探索高校BBS站点用户满意度和不满意度决定因素。通过收集用户使用校内BBS站点的满意和不满意经历,选择符合本研究要求的事件,在此基础上对关键事件进行深入挖掘,并对用户的描述进行科学的概括和分类,最终得到满意度和不满意度的测度因素,观察满意和不满意的决定因素是否存在区别,并讨论这种区别对于未来信息技术研究领域的意义和实际网站运营和管理方面具有的启示。

Satisfaction and Dissatisfaction of BBS Service Quality

Focused on the issues associated with BBS service quality,the research explores and reveals the main sources of users’ satisfaction and dissatisfaction from users’ view.The paper is based on users’ recalled satisfactory and dissatisfactory experience of using BBS and their evaluation of BBS service quality.The targeted incidents are selected and content analyzed using the critical incidents technique.The satisfiers and dissatisfiers of BBS service quality are derived and differences between the two are analyzed.The research results provide useful information for the design,the advancement of BBS service and also implications for the future research of related field.