摘要
【目的/意义】服务质量是用户选择使用个人云存储服务的重要依据,构建个人云存储服务质量评价模型、设计相应的测量量表是研究个人云存储服务质量的重要前提。【方法/过程】针对个人云存储服务评价的复杂性和多维属性,提出多维度多层次的个人云存储服务质量评价模型,将个人云存储服务质量分为服务环境质量、服务过程质量、服务结果质量和服务补救质量4个主维度。【结果/结论】服务环境质量分为界面设计、可访问性、弹性、网络外部性4个子维度,服务过程质量分为易用性、有用性、安全性、友好关系、系统有效性5个子维度,服务结果质量分为保证性、可靠性、履约性、满足需求、共享性、泛在性6个子维度,服务补救质量分为反应性、补偿性和接触性3个子维度,共确定了77个题项来测度模型中的维度。
【Purpose/significance】Service quality is a significant evidence for users to adopt personal cloud storage service.Constructing personal cloud storage service quality evaluation model and designing corresponding measurement scale are important prerequisites for the research of personal cloud storage service quality.【Method/process】The paper puts forward a multidimensional and multilevel evaluation index system of personal cloud storage service quality based on complexity and multidimensional attributes of personal cloud storage service. The paper divides personal cloud storage service quality into four primary dimensions including service environment quality, service process quality, service outcome quality, service recovery quality.【Result/conclusion】Service environment quality includes four criteria, which are interface design,accessibility, flexibility, network externality. Service process quality consists of five criteria, which are ease of use, usability, safety,rapport, system validity. Service outcome quality is composed of six criteria,which are assurance, reliability, fulfillment,needs satisfaction,sharing,ubiquity. Service recovery quality includes three criteria, which are responsiveness, compensation, contact. The paper determines 77 items to measure the four primary dimensions of that model.
出处
《情报科学》
CSSCI
北大核心
2017年第11期66-71,共6页
Information Science
基金
国家自然科学基金项目(71603075
71663009)
关键词
个人云存储
云存储服务
测量量表
多维度多层次
personal cloud storage
cloud storage service
measurement scale
multidimensional and multilevel
