农村信息化服务质量的影响因素研究

Study on Influencing Factors of rural information service quality

摘要:

以“益村”平台为研究对象，从服务技术、服务内容、服务效果三个维度设计33个服务质量评价的影响因素，先后进行传统KANO分析、混合类分析以及Better-Worse指数分析，结果表明：期望因素为应用界面设计美观等7个，必备因素为平台访问快速性等12个，无差异因素为支付异常冻结账户等5个，魅力因素为界面信息简洁直观等9个。根据每个因素的分类情况与重要程度，提出以村民体验、需求与反馈为基础，加快平台服务技术升级、服务内容优化、服务效果提升等对策建议，以促进新时代农村信息化服务平台高质量发展，增强乡村全面振兴的信息化动能。

Abstract:

Taking "Yicun" platform as the research object, 33 influencing factors of service quality evaluation are designed from the three dimensions of service technology, service content and service effect. Traditional KANO analysis, mixed category analysis and better worse index analysis are carried out successively. The results show that: There are 7 expected factors such as beautiful application interface design, 12 necessary factors such as fast platform access, 5 non difference factors such as abnormal payment and frozen account, and 9 charm factors such as concise and intuitive interface information. According to the classification and importance of each factor, this paper puts forward countermeasures and suggestions to accelerate the upgrading of platform service technology, optimization of service content and improvement of service effect based on Villagers' experience, demand and feedback, so as to promote the high-quality development of rural information service platform in the new era and enhance the information kinetic energy of rural comprehensive revitalization.