【作者】 陈悦；

【导师】 郭路生； 邹慧；

【作者基本信息】 南昌大学 ， 图书情报硕士（专业学位）， 2024， 硕士

【摘要】 随着社会需求的推动和技术发展的支持,生殖健康传播服务也逐渐实现了数字化、定向化和智能化。定向的生殖健康信息服务可以有效满足公众对于生殖健康信息的需求,对于促进公众生殖健康状况和我国健康服务事业发展具有重要意义。因此,本文通过建模和实证分析开展基于客户感知的移动数字化定向生殖健康服务满意度调查。在ASCI模型的基础上,通过访谈法识别出影响客户满意度的关键因素包括客户期望、感知质量、感知价值和感知障碍,构建了移动数字化定向生殖健康服务客户满意度模型,并提出相关假设。利用SPSS和Smart PLS对收集数据进行分析。研究结果显示:感知质量和感知价值对客户满意度有显著的正向影响。感知质量对于客户满意度的影响程度大于感知价值。客户期望对感知价值和感知质量有显著的正向影响,而对客户满意度没有显著的正向影响。感知障碍对感知质量有显著的正向影响,会通过感知质量的中介作用对客户满意度产生正向影响作用。感知质量对感知价值有显著的正向影响,且影响程度较大。不同人群中存在部分差异,已婚人群比未婚人群接受到更多移动数字化定向生殖健康服务;男性比女性接受更多服务、期望频率更高、感知障碍更大;专业技术人员和政府工作者感知服务质量更高;城镇居民比农村居民期望更高,但农村接受服务要比城镇多。最后,本文基于客户对移动数字化生殖健康信息服务感知体验相关数据分析结果,就如何提升移动数字化定向生殖健康服务提出优化建议,为我国生殖健康服务事业提供一定借鉴,也希望能够为其他学者研究相关话题提供一定的参考和借鉴价值。更多还原

【Abstract】 With the promotion of social demand and the support of technological development,reproductive health communication services have gradually achieved digitization,targeting,and intelligence.Targeted reproductive health information services can effectively meet the public’s demand for reproductive health information,and are of great significance for promoting the public’s reproductive health status and the development of Chinese health service industry.Therefore,this article conducts a satisfaction survey on mobile digital targeted reproductive health services based on customer perception through modeling and empirical analysis.Based on the ASCI model,key factors affecting customer satisfaction were identified through interview methods,including customer expectations,perceived quality,perceived value,and perceived barriers.A mobile digital targeted reproductive health service customer satisfaction model was constructed,and relevant hypotheses were proposed.Analyze the collected data using SPSS and Smart PLS.The research results show that perceived quality and perceived value have a significant positive impact on customer satisfaction.The impact of perceived quality on customer satisfaction is greater than perceived value.Customer expectations have a significant positive impact on perceived value and perceived quality,but have no significant positive impact on customer satisfaction.Perceived barriers have a significant positive impact on perceived quality,and can have a positive impact on customer satisfaction through the mediating effect of perceived quality.Perceived quality has a significant positive impact on perceived value,and the impact is significant.There are some differences among different populations,with married individuals receiving more mobile digital targeted reproductive health services than unmarried individuals;Men receive more services,have higher frequency of expectations,and have greater perceptual barriers than women;Professional technicians and government workers perceive higher service quality;Urban residents have higher expectations than rural residents,but rural areas receive more services than urban areas.Finally,based on the analysis of customer perception and experience of mobile digital reproductive health information services,this article proposes optimization suggestions on how to improve mobile digital targeted reproductive health services,providing some reference for Chinese reproductive health service industry,and also hoping to provide some reference and value for other scholars to study related topics.更多还原