摘要
社交网络可以说是继门户网站、搜索引擎之后互联网发展的第三次浪潮。随着社交网络技术的日益成熟,人们把生活、工作、娱乐都搬到社交网络的新世界中,每个人都成为了数字移民。该文针对移动社交网络服务的代表——微信展开重点研究,研究首先通过分析爬取的6300条用户评论数据,获取微信社交网络评论中用户关注的服务质量因素;其次,与问卷调查数据结合,建立了微信社交网络顾客感知服务质量评价指标体系;最后提出微信社交网络顾客感知服务质量提升的对策和建议。
Social network can be said to be the third wave of Internet development after network and search engines.Countless examples can be found to prove the influence of social networks on our life.With the advancement of social networking technologies,we have moved our life,work,and entertainment into a new world of social networks,where each of us is a digital immigrant.This paper focuses on the research of WeChat,a representative of the popular mobile social network industry in recent years.Firstly,the paper constructs the initial measurement system for SNS quality by crawling and analyzing 6300 pieces of data from 3 main websites of comments on Weichat.Secondly,combined with a questionnaire survey,the WeChat social network customer perceived service quality evaluation index system is established..Finally,some strategies and suggestions for improving the service quality on WeChat are put forward.
作者
刘嘉唯
高慧颖
崔立新
朱珈印
吴奕萱
LIU Jia-wei;GAO Hui-ying;CUI Li-xin;ZHU Jia-yin;WU Yi-xuan(School of Management and Economics,Beijing Institute of Technology,Beijing 100081,China)
出处
《信息与管理研究》
2019年第4期58-69,共12页
Journal of Information and Management
基金
国家重点研发计划项目(2016YFF0204100)
北京市自然科学基金项目(9192018).
关键词
服务质量
微信
指标体系
LDA
service quality
WeChat
evaluation index system
LDA
