基于ACSI 模型的青少年网络 科普频道用户满意度影响因素实证研究 ——以“科学原理一点通”频道为例

An Analysis of Factors Affecting Users’Satisfaction of YouthNetwork Science Popularization Channel Based on ACSI Model——A Case Study of “Enlightenment on Scientific Principle” Channel

中文关键词: ACSI 模型 用户满意度 科普频道 实证研究

英文关键词: ACSI model  users’satisfaction  science popularization channel  empirical study

中文摘要:

      本文基于顾客满意度指数（ACSI）模型，根据网络科普平台的用户特征和需求，构建了青少年 网络科普频道的用户满意度评价指标体系。文章运用问卷调查法和结构方程模型分析法，对典型的青少 年在线网络科普平台——“科学原理一点通”频道进行了实证研究，并对理论模型和研究假设进行了检验。 研究表明网络科普频道用户感知质量和感知价值对用户满意度有正向影响，而用户预期对满意度的正向 影响没有得到验证；用户预期对感知价值的影响不明显；用户满意度与用户抱怨呈负相关，而对用户忠 诚度正向影响显著。文章最后根据研究结论对网络科普频道的建设和改进提出了若干建议。

英文摘要:

      On the basis of the American Customer Satisfaction Index（ACSI）model and users’characteristics and needs of network science popularization platform，the paper constructs an evaluation index system of users’satisfaction of teens network science popularization channel. By adopting methods of SEM model and questionnaire survey，the paper conducts an empirical research on the typical young people online science popularization platform-“Enlightenment on Scientific Principle”channel, and attests to the theoretical model and research hypothesis. Research shows that network science popularization channel users’perceived quality and perceived value have positive impacts on users’satisfaction，whereas， positive impact of users’expectations on satisfaction has not been verified；users’expectations impact on perceived value is not obvious；users’satisfaction is negatively related to users’complaints and has a positive impact on users’loyalty. In a nutshell，a number of suggestions for this channel are put forward based on the conclusions of the study.