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论文编号：	11582
作者编号：	2120172986
上传时间：	2020/4/21 21:27:25
中文题目：	网约车平台信息服务质量评价指标体系构建研究
英文题目：	Research on the Evaluation Index System of Information Service Quality of Network Appointment Vehicle Platform
指导老师：	王芳
中文关键字：	网约车平台；用户体验；信息服务评价；信息服务质量
英文关键字：	Online Car Appointment Platform; User Experience; Information Service Evaluation; Information Service quality
中文摘要：	近几年来我国一直处于城镇化飞速发展的进程中，随着科学技术和经济水 平的进步，城镇人口的不断增长，人们出行的选择也日渐多样化，网约车行业 作为传统服务企业和互联网电子商务模式融合的新生事物代表，极大程度上缓 解了因为信息不对称、沟通成本大等问题造成的“打车难”这一困境，因此， 网约车行业的出现很快获得了广大消费者和司机的认可。与此同时，网约车行 业暴露出的一些安全问题也引人深思。 本文首先通过对传统服务模型展开理论回顾，对网络信息服务评价指标的 研究内容进行归纳总结。接下来，根据理论基础，初步选取了信息服务全面性、 信息服务易用性等 11 个评价维度，并以此设计访谈大纲对 8 位使用网约车平台 年限超过 1 年以上的乘客进行深度访谈，并从有价值的访谈内容中提炼出三级 指标的详细内容。 同时,以初步得出三级评价指标为基础，结合网约车平台业务特色，从核心 功能和辅助功能两个模块出发设计调查问卷，依靠“问卷星”发放和回收问卷。 根据 192 位网约车乘客对信息服务指标重要程度的理解，采用统计分析软件 SPSS25.0 进行因子分析，通过降维处理，删除了重要程度不高的指标，共保留 了 8 个二级指标和对应的 49 个三级指标，并且确定了每个指标的权重，最终形 成了完整的网约车信息服务质量评价体系。 最后,从乘客体验的角度出发，将此评价体系应用于滴滴出行网约车平台进 行评分，根据滴滴乘客的打分情况，针对性地提出提升网约车平台信息服务质 量的策略，即滴滴平台要转换思路通过挖掘深层次的乘客信息需求，结合滴滴 自身业务发展为乘客提供各类信息服务，从而充分发挥信息资源在经济发展和 社会和谐方面的重要价值。 本研究共分为六个部分，分别是绪论、理论回顾与研究综述、信息服务质 量评价指标初步选取、评价体系的构建与应用研究、总结与展望。
英文摘要：	In recent years, China has been in the process of rapid development of urbanization. With the progress of science and technology and economic level, the continuous growth of urban population, people's travel choices are increasingly diversified. As a representative of the integration of traditional service enterprises and Internet e-commerce model, the online car industry has greatly alleviated the problems of asymmetric information and high communication costs. The problem of "taxi difficulty" caused by this dilemma, therefore, the emergence of the online car industry soon won the recognition of consumers and drivers. At the same time, some safety problems exposed in the online car registration industry are thought-provoking. Domestic scholars mostly focus on the study of service mode and user satisfaction of online car-booking platform. In the field of Library and information, few articles evaluate online car-booking platform from the perspective of information service. Firstly, this paper reviews the traditional service model SERVPERF, and then summarizes the research contents of evaluation index of network information service based on the traditional service model. Next, according to the theoretical basis, we design the interview outline and conduct in-depth interviews with 8 users who have used the online car-appointment platform for more than one year, and summarize the valuable interview content. On the premise of enhancing user experience, we initially select 11 evaluation dimensions of the information service quality of the online car-appointment platform, and define the corresponding 59 indicators. At the same time, based on the preliminary 59 evaluation indexes of the service quality of online car-appointment platform, combined with the business characteristics of online car-appointment platform, the questionnaire was designed from the core function and auxiliary function modules. At the same time, the users of online car-appointment platform were extensively investigated, and the questionnaire was distributed and recycled by the "questionnaire star". According to 192 users'understanding of the importance of information service indicators, factor analysis and dimensionality reduction are carried out by using statistical analysis software SPSS25.0, which deletes the indicators of low importance and determines the validity of the indicators. Finally, nine evaluation dimensions are obtained, and a total of 49 evaluation indicators are decomposed and refined in detail. Finally, from the point of view of optimizing user experience and improving user satisfaction, through the construction of evaluation system of information service quality and empirical research score of drip-drip travel online car-booking platform, as well as the recovery of questionnaire data and information, this paper puts forward strategies to improve the quality of information service of the online car-booking platform, that is, drip-drip platform should change its thinking by mining deep-seated user information needs, so as to improve the quality of information service. Converted into different forms and levels of information products, combined with their own business development to provide users with a variety of information services, so as to give full play to the economic development of information resources and the important value of social harmony. This study is divided into six parts, namely introduction, theoretical review and research review, the preliminary selection of information service quality evaluation indicators, the construction of evaluation system and empirical research, summary and outlook.
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