联系我们

论文查询结果	返回搜索

论文编号：	14462
作者编号：	2120213456
上传时间：	2024/3/4 14:51:04
中文题目：	基于ACSI模型和组合评价法的音频类知识付费平台用户满意度评价研究
英文题目：	User Satisfaction Evaluation of Audio-based Knowledge Payment Platforms Based on the ACSI Model and Composite Evaluation Method
指导老师：	李颖
中文关键字：	用户满意度评价；ACSI模型；层次分析法；熵权法；组合评价法
英文关键字：	User Satisfaction Evaluation；ACSI Model；AHP；EWM；Combined Evaluation Method
中文摘要：	随着知识付费理念的不断普及，知识付费产品不断更新迭代。当今社会下人们的生活工作压力日渐增大，音频类知识付费平台作为一种新兴的阅读模式，利用新媒体技术将文字转化为声音，帮助人们在阅读时解放双手和眼睛，在各种场景下供人们使用而逐渐获得用户的喜爱。喜马拉雅、蜻蜓FM、樊登读书、知乎Live等音频类知识付费平台如雨后春笋般出现。面对激烈的行业竞争，移动音频平台亟需增加用户粘性，提升用户持续使用意愿。 知识付费的蓬勃发展，政府对知识产权、著作权的重视，都有利于知识付费产业的日益提升，而如今知识付费平台市场仍然极具发展潜力，各家平台竞争激烈，构建用户满意度评价体系利于知识付费平台更好的进行满意度评价，将在精准获客，提升客户留存度，提升用户满意度，提升平台竞争力等方面提供帮助。 本研究以音频类知识付费平台为研究对象，主要包括并不限于喜马拉雅FM、得到、樊登读书会（现更名为帆书）、蜻蜓FM、豆瓣时间、知乎Live。并基于ACSI模型的基础上对满意度评价模型进行改善，通过对于相关文献阅读，以及对喜马拉雅FM近一年用户评论文本进行挖掘分析，得出相关评价指标。初步构建用户满意度评价指标体系。并且运用AHP层次分析法结合熵权法对于评价指标进行综合权重确定，最终构建出完整的音频类知识付费平台用户满意评价指标体系。本研究根据权重计算结果，从感知质量，感知价值以及用户体验三个方面出发提出建议与对策。从感知质量上：提升质量，多方合作；丰富界面设置，增强用户体验；降低用户成本，提升会员服务；满足用户需求，解决用户痛点。在感知价值方面：连接用户，强调陪伴；借助网红效应，打造专属品牌。从用户体验来说：从完善评价机制，提升反馈效果；倡导用户自发分享，形成良好传播氛围。并对喜马拉雅平台进行实证分析，提出其提升用户满意度的措施。音频类知识付费平台可以从以上三个方面提升用户满意度的移动音频平台用户持续使用意愿。最后，笔者也提出了此研究中存在的一些不足以及对未来研究的展望。
英文摘要：	With the popularization of the concept of knowledge payment, knowledge payment products are constantly updated and iterated. In today's society, the pressure of people's life and work is increasing day by day. As a new reading mode, the audio knowledge payment platform uses new media technology to transform words into sounds, helping people to free their hands and eyes when reading, and it is used by people in various scenarios and gradually gains users' love. Himalayan, Dragonfly FM, Fan Deng Reading, Knowing Live and other audio knowledge payment platforms have mushroomed. In the face of fierce industry competition, mobile audio platforms need to increase user stickiness and enhance users' willingness to continue to use. The vigorous development of knowledge payment and the government's emphasis on intellectual property rights and copyrights are all conducive to the increasing promotion of the knowledge payment industry. However, the market of knowledge payment platform still has great development potential, and the competition among platforms is fierce. Building a user satisfaction evaluation system is conducive to better satisfaction evaluation of knowledge payment platform, which will help to accurately acquire customers, enhance customer retention, enhance user satisfaction and enhance platform competitiveness. This study takes the audio knowledge payment platform as the research object, mainly including but not limited to Himalayan FM, Get, Fandeng Reading Club (now renamed Fanshu), Dragonfly FM, Douban Time, and Know Live. On the basis of ACSI model, the satisfaction evaluation model is improved. Through reading relevant literature and mining and analyzing the user comments of Himalayan FM in the past year, relevant evaluation indicators are obtained. The evaluation index system of user satisfaction is initially constructed. And use AHP analytic hierarchy process combined with entropy weight method to determine the comprehensive weight of evaluation indicators, and finally build a complete user satisfaction evaluation index system of audio knowledge payment platform. According to the results of weight calculation, this study starts from three aspects: perceived quality, perceived value and user experience. From the perspective of perceived quality, we should improve quality and cooperate in many ways; Enrich the interface settings and enhance the user experience; Reduce user costs and improve member services; Meet the needs of users and solve the pain points of users. In terms of perceived value: connecting users and emphasizing companionship; With the help of online celebrity effect, we can build our own brand. From the user experience: improve the evaluation mechanism and improve the feedback effect; Advocate users to share spontaneously and form a good communication atmosphere. From the above three aspects, users' willingness to continue to use mobile audio platforms can be improved.
查看全文：	预览  下载(下载需要进行登录)