摘要
[目的/意义]云服务产业蓬勃发展,个人用户接触到的云服务产品也越来越多,而在使用过程中,由于技术和服务等多方面的因素,导致个人云服务用户粘度不足,个人云服务质量急需改进。从用户的视角探讨个人云服务质量,对个人云服务质量的评价提供科学依据。[方法/过程]采用多维度多层次方法构建了个人云服务质量评价指标体系,引入IPA分析法对该指标体系进一步分类,利用SPSS 190进行探索性因子分析,并绘制出IPA矩阵图,进一步划分出横向重要性与纵向满意度的指标。[结果/结论]构建了基于IPA矩阵分析的个人云服务质量评价指标体系,横向重要性指标体系由管理层、用户层和技术层3个维度构成,纵向满意度指标体系由保障层和提升层两个维度构成。
[Purpose/significance]Cloud service industry is booming,the increasing number of cloud services products is accessible to individual users. However,in the course of use,due to technology,service and other factors,resulting in the user visibility of personal cloud services is insufficient. The quality of personal cloud service is in urgent need of improvement. To explore the quality of personal cloud service from the users perspective,and to provide a scientific basis for the evaluation of the quality of personal cloud service.[Method/process]The multi-dimensional and multilevel method was used to construct the index system of the evaluation of personal cloud service quality. The paper introduces Importance-Performance Analysis（IPA）method to carry out empirical study on the index system,uses SPSS 19 0 for exploratory factor analysis,then draws the IPA matrix diagram,and further divides the indicators of horizontal importance and vertical satisfaction.[Result/conclusion]The paper constructs the index system of personal cloud service quality evaluation based on the IPA matrix analysis. The horizontal importance index system consists of three dimensions：the management layer,the user layer and the technical layer. The vertical satisfaction index system consists of two dimensions：the guarantee layer and the lifting layer.
出处
《现代情报》
CSSCI
北大核心
2017年第10期28-35,共8页
Journal of Modern Information
基金
国家自然科学基金青年项目"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)
关键词
个人云服务质量
服务质量评价
IPA
探索性因子分析
personal cloud service quality
quality of service evaluation
IPA
exploratory factor analysis
