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论文编号：	15365
作者编号：	2120223803
上传时间：	2025/6/7 17:40:16
中文题目：	老年人感知视角下社区辟谣信息服务满意度及提升策略研究——以上海市为例
英文题目：	Research on Satisfaction and Improvement Strategies of Community Rumor Refutation Information Services from the Perspective of Elderly Perception: A Case Study of Shanghai
指导老师：	肖雪
中文关键字：	老年人；感知价值；社区辟谣信息服务；SEM；fsQCA
英文关键字：	The Elderly; Perceived Value; Community Rumor-Refuting Information Services; SEM; fsQCA
中文摘要：	随着数字技术的普及与老龄化社会的加速演进，老年群体由于认知老化、数字素养局限等原因在信息生态中的脆弱性日益凸显，其身心健康与社会稳定面临严峻威胁。社区作为老年人日常活动的主要场域和政策落地的最后一公里，开展辟谣信息服务具有天然的优势，却鲜有研究从老年人感知视角系统评估其服务效能。本研究基于老年人感知价值视角，探索老年人社区辟谣信息服务的满意度水平及各维度影响因素，同时探究不同维度感知价值对高满意度的组合作用路径，帮助提升社区信息辟谣服务水平。 基于此，本研究主要以感知价值理论、顾客满意度理论及组态理论作为理论支撑，综合运用混合研究方法开展调查研究。首先通过网络调查，从服务形式、服务内容等方面梳理上海市社区辟谣服务开展现状；其次对老年群体开展半结构化深度访谈，了解老年人对社区辟谣信息服务的感知现状，结合编码分析法提炼感知价值维度和哪些服务属性会影响不同感知价值维度的产生；再设计问卷根据问卷数据了解老年人社区辟谣服务各维度感知价值及满意度水平并借助结构方程模型（SEM）验证感知价值影响因素；然后运用fsQCA方法解析高满意度的多变量组合作用路径，最后根据多方法研究结论分析目前上海市辟谣信息服务现存不足和原因，有针对性的提出满意度提升策略建议。 研究结果表明，老年人对社区辟谣服务的感知价值聚焦于感知社会价值、感知功能价值、感知质量价值、感知情感价值和感知成本价值五个维度，其中活动互动性、适老化设计、内容需求匹配度等服务属性会影响不同维度感知价值的产生。SEM分析表明，功能价值、社会价值、质量价值和情感价值显著正向影响满意度且影响系数依次降低，成本价值负向影响满意度；fsQCA研究进一步揭示高满意度有“功能价值为核心”型、“质量+功能”价值主导、“情感＋社会”价值主导型三条组态路径。基于研究结论，本文深度分析目前上海市社区辟谣信息服务的不足之处和原因，并有针对性的提出满意度提升策略，从深挖老年人辟谣信息需求、建立长效化合作机制、丰富互动性服务模式等方面，帮助社区优化资源配置，提升服务效能。图8幅，表22个，参考文献86篇。
英文摘要：	With the widespread adoption of digital technologies and the accelerated progression of aging societies, the vulnerability of elderly populations in information ecosystems has become increasingly prominent due to cognitive aging and limited digital literacy, posing severe threats to their physical/mental health and social stability. As the primary arena for daily activities and the final stage of policy implementation, communities possess inherent advantages in providing rumor-refuting information services for older adults, yet few studies have systematically assessed service effectiveness from the elderly's perceptual perspective. This research explores elderly users' satisfaction levels with community-based rumor-refuting services and their influencing factors from the perceived value perspective, while investigating the configurational pathways through which different dimensions of perceived value combine to achieve high satisfaction, thereby enhancing service quality. Based on this, this study mainly takes the perceived value theory, customer satisfaction theory and configuration theory as the theoretical support, and comprehensively uses mixed research methods to carry out the investigation. Firstly, through network surveys and on - the - spot investigations, it sorts out the current situation of the development of Shanghai community rumor - prevention services from aspects such as service forms and distributions, and service contents. Secondly, semi - structured in - depth interviews are carried out among the elderly group to understand the elderly's perception of community rumor - prevention information services. Combined with coding analysis methods, it refines the dimensions of perceived value and which service attributes will affect the generation of different dimensions of perceived value. Then, a questionnaire is designed. According to the questionnaire data, the satisfaction level of the elderly's community rumor - prevention services is understood, and the structural equation model (SEM) is used to verify the influencing factors of perceived value. Next, the fsQCA method is used to analyze the multi - variable combined action paths of high satisfaction. Finally, based on the result analysis, the deficiencies and reasons are analyzed, and targeted strategies and suggestions for improving satisfaction are put forward. The research results show that the elderly's perceived value of community rumor - prevention services focuses on five dimensions: perceived social value, perceived functional value, perceived quality value, perceived emotional value and perceived cost value. Among them, service attributes such as activity interactivity, aging - friendly design, and content demand matching degree will affect the generation of different dimensions of perceived value. The SEM analysis shows that functional value, social value, quality value and emotional value have a significant positive impact on satisfaction, and the impact coefficients decrease in turn, while cost value has a negative impact on satisfaction. The fsQCA research further reveals that there are three configuration paths for high satisfaction: the "function - value - centered" type, the "quality + function" - dominated type, and the "emotion + society" - dominated type. Based on the research conclusions, this paper deeply analyzes the current deficiencies and reasons of Shanghai community rumor - prevention information services, and puts forward targeted strategies for improving satisfaction, such as deeply exploring the rumor - prevention information needs of the elderly, establishing a long - term cooperation mechanism, and enriching interactive service modes, so as to help the community optimize resource allocation and improve service effectiveness. 8 figures, 22 tables,86 references.
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