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Data Analysis and Knowledge Discovery  2019, Vol. 3 Issue (8): 41-52    DOI: 10.11925/infotech.2096-3467.2018.1482
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Evaluating Information Services of Online Health Q&A Platform
Chuang Hong(),He Li,Lihui Peng,Yiming Xu
School of Management, Jilin University, Changchun 130022, China
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Abstract  

[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.
Key words： Online Health Q&A Platform      Information Service      Matter-element Model      Extension Assessment     
Received: 29 December 2018      Published: 29 September 2019
ZTFLH:  TP393 G35  
Corresponding Authors: Chuang Hong     E-mail: exybean@126.com
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Chuang Hong
He Li
Lihui Peng
Yiming Xu

Cite this article:

Chuang Hong,He Li,Lihui Peng,Yiming Xu. Evaluating Information Services of Online Health Q&A Platform. Data Analysis and Knowledge Discovery, 2019, 3(8): 41-52.

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https://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/10.11925/infotech.2096-3467.2018.1482     OR     https://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/Y2019/V3/I8/41

一级指标 二级指标 主要测评度 参考来源
有形性(C1) 平台稳定性(C11) 平台运行稳定 Parasuraman[22]等、李宇佳[23]
界面吸引力(C12) 界面设计美观、有吸引力
导航清晰度(C13) 服务功能导航清晰、结构合理
线上线下互联度(C14) 提供在线挂号、医疗机构导航等服务
可靠性(C2) 信息准确性(C21) 平台信息真实准确 钱明辉等[16]、Van Iwaarden等[24]
信息全面性(C22) 平台反馈信息全面
隐私安全性(C23) 平台具有匿名等功能保护用户隐私
广告数量(C24) 平台中含有的广告的数量
广告真实度(C25) 广告内容真实可靠
响应性(C3) 检索便捷性(C31) 平台提供集成检索、分类检索 Van Iwaarden等[24]、李立睿等[25]
反馈时效性(C32) 咨询结果反馈及时
平台易用性(C33) 平台操作方便使用流畅
保证性(C4) 服务权威性(C41) 平台有大量权威专家提供咨询服务 Rezaei等[26]、钱明辉等[16]
信息归因性(C42) 反馈内容信息来源明确、引用标注详尽
平台声誉度(C43) 平台有良好的社会声誉、值得信赖
移情性(C5) 反馈易读性(C51) 反馈内容表达方式合理、易于理解 Roses等[27]、左文明等[28]
服务个性化(C52) 针对用户个性化需要推送服务
情感关怀度(C53) 注重用户情感体验与心理疏导
交互性(C6) 交互氛围(C61) 平台交互氛围和谐 钱明辉等[16]、于俊辉等[29]
交互频率(C62) 平台用户活跃、交互频繁
交互深度(C63) 平台用户讨论深入
评价指标 评价等级 节域 实际值
一级指标 二级指标 N1(差) N2(一般) N3(较好) N4(优秀) Nip Ni
(C1) (C11) [0.10, 0.30) [0.30, 0.50) [0.50, 0.80) [0.80, 1] [0.10, 1] 0.70
(C12) [0, 0.40) [0.40, 0.60) [0.60, 0.85) [0.85, 1] [0, 1] 0.83
(C13) [0.10, 0.35) [0.35, 0.60) [0.60, 0.80) [0.80, 1] [0.10, 1] 0.77
(C14) [0, 0.25) [0.25, 0.50) [0.50, 0.75) [0.75, 1] [0, 1] 0.33
(C2) (C21) [0, 0.40) [0.40, 0.70) [0.70, 0.85) [0.85, 1] [0, 1] 0.47
(C22) [0.20, 0.40) [0.40, 0.60) [0.60, 0.80) [0.80, 1] [0.20, 1] 0.43
(C23) [0, 0.35) [0.35, 0.70) [0.70, 0.90) [0.90, 1] [0, 1] 0.73
(C24) [0.50, 1] [0.30, 0.50) [0.10, 0.30) [0, 0.10) [0, 1] 0.13
(C25) [0.50, 0.60) [0.60, 0.80) [0.80, 0.90) [0.90, 1] [0.50, 1] 0.83
(C3) (C31) [0, 0.35) [0.35, 0.60) [0.60, 0.80) [0.80, 1] [0, 1] 0.87
(C32) [0.10, 0.30) [0.30, 0.50) [0.50, 0.80) [0.80, 1] [0.10, 1] 0.60
(C33) [0.10, 0.40) [0.40, 0.60) [0.60, 0.85) [0.85, 1] [0.10, 1] 0.83
(C4) (C41) [0, 0.40) [0.40, 0.60) [0.60, 0.80) [0.80, 1] [0, 1] 0.53
(C42) [0, 0.30) [0.30, 0.60) [0.60, 0.80) [0.80, 1] [0, 1] 0.27
(C43) [0, 0.30) [0.30, 0.60) [0.60, 0.80) [0.80, 1] [0, 1] 0.63
(C5) (C51) [0.30, 0.40) [0.40, 0.60) [0.60, 0.85) [0.85, 1] [0.30, 1] 0.67
(C52) [0, 0.30) [0.30, 0.65) [0.65, 0.80) [0.80, 1] [0, 1] 0.33
(C53) [0, 0.25) [0.25, 0.60) [0.60, 0.75) [0.75, 1] [0, 1] 0.47
(C6) (C61) [0, 0.30) [0.30, 0.60) [0.60, 0.80) [0.80, 1] [0, 1] 0.70
(C62) [0, 0.30) [0.30, 0.50) [0.50, 0.80) [0.80, 1] [0, 1] 0.67
(C63) [0, 0.40) [0.40, 0.70) [0.70, 0.9) [0.90, 1] [0, 1] 0.80
二级指标 权重值 二级指标 权重值
C11 0.319 C33 0.228
C12 0.222 C41 0.400
C13 0.249 C42 0.141
C14 0.209 C43 0.459
C21 0.162 C51 0.445
C22 0.143 C52 0.223
C23 0.215 C53 0.332
C24 0.215 C61 0.341
C25 0.265 C62 0.318
C31 0.445 C63 0.341
C32 0.327 -- --
一级指标 权重值 一级指标 权重值
C1 0.183 C4 0.099
C2 0.212 C5 0.123
C3 0.178 C6 0.205
二级指标 ${{K}_{1}}({{v}_{ik}})$ ${{K}_{2}}({{v}_{ik}})$ ${{K}_{3}}({{v}_{ik}})$ ${{K}_{4}}({{v}_{ik}})$.
C11 -0.571 -0.400 0.333 -0.250
C12 -0.717 -0.575 0.080 -0.105
C13 -0.646 -0.425 0.150 -0.115
C14 -0.195 0.320 -0.340 -0.560
C21 -0.130 0.233 -0.329 -0.447
C22 -0.115 0.150 -0.425 -0.617
C23 -0.585 -0.100 0.150 -0.386
C24 -0.740 -0.567 0.150 -0.188
C25 -0.575 -0.150 0.300 -0.292
C31 -0.800 -0.675 -0.350 0.350
C32 -0.429 -0.200 0.333 -0.333
C33 -0.717 -0.575 0.080 -0.105
C41 -0.217 0.350 -0.130 -0.365
C42 0.100 -0.100 -0.550 -0.663
C43 -0.471 -0.075 0.150 -0.315
C51 -0.450 -0.175 0.280 -0.353
C52 -0.083 0.086 -0.492 -0.588
C53 -0.319 0.371 -0.217 -0.373
C61 -0.571 -0.250 0.500 -0.250
C62 -0.529 -0.340 0.433 -0.283
C63 -0.667 -0.333 0.500 -0.333
一级
指标		 ${{K}_{1}}({{Q}_{i}})$ ${{K}_{2}}({{Q}_{i}})$ ${{K}_{3}}({{Q}_{i}})$ ${{K}_{4}}({{Q}_{i}})$ ${{j}_{0}}$ ${{j}^{\text{*}}}$
C1 -0.543 -0.294 0.090 -0.249 3 3.038
C2 -0.475 -0.124 0.030 -0.361 3 2.755
C3 -0.659 -0.497 -0.028 0.023 4 3.352
C4 -0.289 0.091 -0.061 -0.384 2 2.255
C5 -0.325 0.064 -0.057 -0.412 2 2.292
C6 -0.590 -0.307 0.479 -0.289 3 3.011
总目标 ${{K}_{1}}(Q)$ ${{K}_{2}}(Q)$ ${{K}_{3}}(Q)$ ${{K}_{4}}(Q)$ ${{j}_{0}}$ ${{j}^{\text{*}}}$
C -0.507 -0.215 0.103 -0.266 3 2.955
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