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论文编号：	12651
作者编号：	2120192913
上传时间：	2021/6/18 14:54:10
中文题目：	知识服务平台关键成功因素研究
英文题目：	Research on the Critical Success Factors of Knowledge Service Platform
指导老师：	李颖
中文关键字：	知识服务，D&M信息系统成功模型，影响因素，结构方程模型，KANO模型，用户需求
英文关键字：	Knowledge service, D&M model of information systems success, Influencing factors, SEM, KANO model, User’s demand.
中文摘要：	互联网技术的快速发展和广泛应用，使得数字图书馆得到了快速发展，渐渐被人们所熟知。同时，数字图书馆的用户在使用过程中，其知识需求不断增长，对数字图书馆提出了更高的要求。一些数字图书馆在发展和创新的过程中，突破了原有传统的信息服务，开始关注到用户的知识需求，发展成为新型的知识服务平台。知识服务平台以用户需求为导向，以解决用户问题为出发点，对现有的信息进行整合，使得普通民众能够更便捷、有效地接受到知识资源。但是，知识服务平台的研究并未与实际发展同步，现有关于知识服务平台的研究缺乏，这就导致了知识服务市场发展不一，缺少统一的标准和认识。所以，对知识服务平台的评价和研究成为了亟待解决的问题。 本研究选取了以数字图书馆为框架发展而来的知识服务平台作为研究的对象，根据D&M信息系统成功模型，选取适用于知识服务平台的相关变量，将每个变量进行细化并做出合理的解释，构建出知识服务平台关键成功因素研究模型，在已有研究的基础上提出假设，探究各个变量对知识服务平台用户采纳和系统产出的影响程度。 本研究在实证数据收集阶段，采用问卷调查的方法；在数据分析阶段，使用了软件SPSS和AMOS，对提出的研究假设进行了检验和分析。最终得出结论：知识服务平台的系统质量、信息质量、服务质量直接正向影响用户使用意愿；服务质量直接正向影响用户满意度，系统质量和信息质量并未直接对用户满意度产生显著影响；用户的使用意愿和满意程度直接正向影响知识服务平台的绩效产出。 在结构方程模型研究的基础上，本研究借助KANO模型，将用户在使用知识服务平台时接触到的系统质量、信息质量、服务质量进行内容上的细分，按照用户需求将其分为必备型需求、期望型需求和魅力型需求。根据不同的用户需求类型对前文假设的验证结果进行解释，探讨不同用户需求类型的影响因素对于知识服务平台建设有何异同。 最后，以所建立的知识服务平台关键影响因素研究模型为理论指导，本研究提出知识服务平台未来完善和发展的策略：做好对知识服务平台操作系统的保障，提供精准匹配的知识资源和服务，增强知识产品的专业性，打造个性化服务产品，革新服务方式，塑造独特的知识服务平台形象。
英文摘要：	With the rapid development and wide application of Internet technology, digital libraries have been gradually known by people. At the same time, in the process of using the digital library, the users' demand for knowledge is growing, which puts forward higher requirements for the digital library. In the process of development and innovation, some digital libraries break through the original traditional information services, begin to pay attention to the knowledge needs of users, and develop into a new knowledge service platform. The knowledge service platform takes the user's needs as the guidance, takes solving the user's problems as the starting point, integrates the existing information, so that the ordinary people can receive the knowledge resources more conveniently and effectively. However, the research of knowledge service platform is not synchronized with the actual development, and the existing research on knowledge service platform is lack, which leads to the different development of knowledge service market and the lack of unified standards and understanding. Therefore, the evaluation and research of knowledge service platform has become an urgent problem. This study selects the knowledge service platform developed from the framework of digital library as the research object, according to the success model of D&M information system, selects the relevant variables suitable for the knowledge service platform, refines each variable and makes a reasonable explanation, constructs the research model of the key success factors of the knowledge service platform, and puts forward the hypothesis on the basis of the existing research The influence of each variable on user adoption and system output of knowledge service platform is studied. In the stage of empirical data collection, questionnaire survey is used; in the stage of data analysis, SPSS and Amos are used to test and analyze the research hypotheses. The final conclusion is: the system quality, information quality and service quality of knowledge service platform have a direct positive impact on users' willingness to use; the service quality has a direct positive impact on users' satisfaction, while the system quality and information quality have no direct significant impact on users' satisfaction; users' willingness to use and satisfaction have a direct positive impact on the performance output of knowledge service platform. Based on the structural equation model, this study uses the Kano model to subdivide the system quality, information quality and service quality that users are exposed to when using the knowledge service platform in terms of content, and divides them into necessary demand, desired demand and charming demand according to user’s demand. The verification results of the above hypothesis are explained according to different user demand types, and the similarities and differences between the influencing factors of different user demand types for the construction of knowledge service platform are discussed. Finally, taking the critical factors affecting the knowledge service platform as the theoretical guidance, this study put forward the strategies for the improvement of knowledge service platform in the future: improve the operating system security of knowledge service platform, provide precise matching of knowledge resources and services, enhance the professional knowledge products, create personalized service products, innovate service mode, shape the unique image of knowledge service platform.
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