| 基于卡诺模型的移动云存储服务质量要素分类研究 |
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| 引用本文： | 万莉,崔紫芳,程慧平.基于卡诺模型的移动云存储服务质量要素分类研究[J].现代情报,2019,39(11):98. |
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| 作者姓名： | 万莉 崔紫芳 程慧平 |
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| 作者单位： | 1. 南昌大学新闻与传播学院, 江西 南昌 330031;2. 杭州电子科技大学经济学院, 浙江 杭州 310018;3. 西北大学公共管理学院, 陕西 西安 710127 |
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| 基金项目： | 江西省自然科学基金青年一般项目"基于用户满意度的移动新闻服务质量测评与控制研究"（项目编号：20171BAA218019）；国家自然科学基金项目"面向个人用户的云存储服务使用行为机理及安全风险控制研究"（项目编号：71603075）。 |
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| 摘 要： | 目的/意义] 构建移动云存储服务质量评价指标体系，对移动云存储服务的不同质量要素进行分类，为促进移动云存储服务质量改进与提高提供参考。方法/过程] 从技术质量、功能质量、交互质量、环境质量4个维度构建移动云存储服务质量评价指标体系，运用Kano模型对移动云存储服务质量要素进行分类，借助SII-DDI象限矩阵将服务质量要素进行决策优先级排序。结果/结论] 研究发现：在20个质量要素中，2个为基本质量要素，8个为期望质量要素，4个为魅力质量要素，6个为无谓质量要素。决策优先级最低的是系统完善性和用户指南，最高的是系统响应性，其次是系统可靠性、安全保障、网络泛在性和设备反应速率。为提高用户满意度，移动云存储服务提供商需不断调查了解并尽可能满足用户的基本质量要素需求，重点提高环境要素中的期望质量要素，积极寻找发掘并提升改进用户的魅力质量要素需求。
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| 关 键 词： | 移动云存储 云服务质量 Kano模型 用户满意度 |
Study on the Classification of Mobile Cloud Storage Service Quality Factors Based on Kano Model |
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| Authors: | Wan Li Cui Zifang Cheng Huiping |
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| Institution: | 1. School of Journalism and Communication, Nanchang University, Nanchang 330031, China;2. College of Economics, Hangzhou Dianzi University, Hangzhou 310018, China;3. School of Public Management, Northwest University, Xi'an 710127, China |
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| Abstract: | Purpose/Significance] Constructing an evaluation indicator system of mobile cloud storage service quality,and categorizing different quality elements of mobile cloud storage service quality can provide reference for promoting mobile cloud storage service quality to improve and enhance.Method/Process] This paper constructs the quality evaluation indicator system of mobile cloud storage service from four dimensions,namely,technical quality,function quality,interaction quality and environmental quality,and applies the Kano model to classify the quality elements of mobile cloud storage service,and ranks the decision priority of service quality elements according to the SII-DDI quadrant matrix.Result/Conclusion] The results show that among the 20 quality factors,two factors are must-be quality elements,eight factors are one-dimensional quality elements,four factors are attractive quality elements,and six factors are indifferent quality elements.The lowest decision priority is system improvement and user guide,the highest is system responsiveness,followed by system reliability,security guarantee,network ubiquity and device reaction rate.To enhance customer satisfaction,the mobile cloud storage service providers need to investigate and meet the demand of user's basic quality as far as possible,focus on increasing the one-dimensional quality factors of environmental elements,actively seek out and improve the user's attractive quality elements. |
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| Keywords: | mobile cloud storage cloud service quality Kano model user satisfactory |
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