虚拟个人助理服务质量量表研究
首发时间:2020-09-02
摘要:近年来,以虚拟个人助理(VPA)为代表的人工智能产品得到了前所未有的发展,探索影响VPA服务质量的因素,构建服务质量量表,提升服务质量对于VPA和人工智能产品的发展十分重要。本研究基于VPA的产品特点,结合服务质量、技术接受模型(TAM),VPA使用意愿和满意度研究,对VPA的质量特征进行描述和总结,定性设计了初始项目池。通过随机发放的265份有效样本数据,使用SPSS22和AMOS24进行信度分析、效度分析、拟合度检验,结果表明,质量量表具有统计学上的可靠性和有效性。质量量表分为5个维度,18个指标,包括实用质量、移情性、信任质量、控制性和社交存在感,本研究对于VPA服务质量的理论和实践都具有意义。
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Research on the Service Quality Scale of Virtual Personal Assistants
Abstract:In recent years, artificial intelligence products represented byvirtual personal assistants (VPA) have achieved unprecedented development. It is very important for the development of VPA and AI products to explore the factors that affect their service quality, construct service quality scale and improve the service quality of VPA. Based on the characteristics of VPA, this research combined service quality, Technology Acceptance Model, studies on the willingness to use and satisfaction of VPA to describe and summarize the quality characteristics of VPA. The research qualitatively designed an initial item pool and assessed the designed scale with 265 responded survey data. Through SPSS22 and AMOS24, this research performed reliability analysis, validity analysis, and fitting test. Based on the result, the quality scale was statistically reliable and valid. After quantitative analysis, the quality scale was showed with 5 dimensions and 18 items, including utility quality, empathy, trust quality, controlling and social presence. This research elaborated theoretical and practical implications of the VPA's service quality.
Keywords: Service quality Virtual personal assistants Quality scale Structural equation model
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