Evaluating Information Services of Online Health Q&A Platform

被引：0
|
作者：
Hong C. [1 ]
Li H. [1 ]
Peng L. [1 ]
Xu Y. [1 ]
机构：
[1] School of Management, Jilin University, Changchun
来源：
Data Analysis and Knowledge Discovery | 2019年 / 3卷 / 08期
关键词：
Extension Assessment; Information Service; Matter-element Model; Online Health Q&A Platform;
D O I：
10.11925/infotech.2096-3467.2018.1482
中图分类号：
学科分类号：
摘要：
[Objective] This paper explores the evaluation methods for information services of online health Q&A platform, aiming to promote its sustainable development. [Methods] We introduced the SERVQUAL framework and established assessment indicators and extension evaluation model. [Results] We examined the proposed model with Dingxiang Doctor, a health Q&A platform in China, to evaluate the quality of its information services. We found its quality grade was 3 and characteristic value of grade variable was 2.955. These results indicated the Dingxiang Doctor maintains good services. However, its reliability, assurance and empathy need to be improved. [Limitations] The sample of this research is small, and the expert scoring method might be subjective. [Conclusions] The matter-element model and extension evaluation method can help us evaluate and improve the service of online health Q&A platform. © 2019 Institute of Biophysics,Chinese Academy of Sciences. All rights reserved.
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页码：41 / 52
页数：11
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