图书情报工作 ›› 2019, Vol. 63 ›› Issue (21): 97-104.DOI: 10.13266/j.issn.0252-3116.2019.21.010

• 情报研究 • 上一篇    下一篇

基于模糊层次分析法的微信英语学习平台用户满意度综合评价——以水滴阅读为例

杨少梅1, 王婷1, 李胜利2   

  1. 1. 华北电力大学经济管理学院 保定 071003;
    2. 北京大学信息管理系 北京 100871
  • 收稿日期:2019-03-20 修回日期:2019-04-23 出版日期:2019-11-05 发布日期:2019-11-05
  • 通讯作者: 李胜利(ORCID:0000-0002-0567-0156),副教授,通讯作者,E-mail:lishengli@pku.edu.cn
  • 作者简介:杨少梅(ORCID:0000-0002-0721-7507),副教授;王婷(ORCID:0000-0001-7267-1565),硕士研究生。

Evaluation of Users' Satisfaction on WeChat Learning Platforms Based on the Fuzzy AHP Methodology: The Case of Dida Reading

Yang Shaomei1, Wang Ting1, Li Shengli2   

  1. 1. Department of Economic Management, North China Electric Power University, Baoding 071003;
    2. Department of Information Management, Peking University, Beijing 100871
  • Received:2019-03-20 Revised:2019-04-23 Online:2019-11-05 Published:2019-11-05

摘要: [目的/意义]构建微信英语学习平台用户满意度评价体系,分析平台学习功能与用户需求的适应性,旨在为平台服务建设和运营推广提供评价方法和改进建议。[方法/过程]运用模糊层次分析法,结合微信英语学习平台特点构建用户满意度评价模型。以水滴阅读为例,运用问卷调查法收集数据并进行实证研究。[结果/结论]水滴阅读用户满意度评价指标体系中界面特征的用户满意度评价为很好;系统特征、服务品质、内容质量和交互能力的用户满意度评价为较好;反馈机制的用户满意度评价为一般;用户对平台的综合满意度等级为较好。微信英语学习平台应着重加强反馈机制设计,并提升系统特征、服务品质、内容质量和交互能力指标的建设。

关键词: 微信学习平台, 水滴阅读, 用户满意度, 模糊层次分析法

Abstract: [Purpose/significance] This paper constructs a framework for evaluating users' satisfaction on WeChat learning platforms and analyze the fitness of platform functions with users' demands, aiming to provide guidelines to relevant practitioners on how to evaluate such learning platforms and recommendations on how to improve.[Method/process] Considering unique features of WeChat learning platforms, the paper adopted the Fuzzy AHP method to build the model of users' satisfaction evaluation. Using Dida Reading as an example, the paper collected data by surveys and conducted an empirical research.[Result/conclusion] It is found that users' evaluation on User Interface is "very good"; their evaluations on criterions including System, Service, Content, Interaction are "good"; their evaluation on Feedbacks is "fair"; their overall evaluation of the platform is "good". Such learning platforms are recommended to improve in teaching quality, service quality, user interface design and feedback mechanisms.

Key words: WeChat learning platform, Dida Reading, users' satisfaction, Fuzzy AHP

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