Research On Digital Resource Quality Modeling And Control Oriented By User Satisfaction Experience

The development of information technology has changed the role and status of the user, the changes reflected in two aspects, one is user-centered service; the other is from passively receiving service to actively participating in and experiencing the service quality. This paper built the model based on digital resource quality oriented by user satisfaction experience, via data analysis and model study to propose the control scheme of digital resource in optimizing the user experience satisfaction.Primarily, this paper analyzed that the digital resources quality has positive effects on user satisfaction experience. Optimization of digital resources quality can effectively enhance the user experience satisfaction; customer satisfaction experience can bring the feedback control for the digital resources, have the ability to continuously improve the quality of digital resources. In addition, the paper used the critical incident technique, it is a method that acquires the user’s perceived experience, analyzes the contextualized data, then extracts the valuable critical factors and identifies the solutions of the issues. This paper collected the user’s perceived experience with the method of Critical incident technique, then the digital resource factors which influence user satisfaction experience were extracted based on the content interpretation, collaborative classification and data verifying, moreover we clustered the factors to dimensions. Meanwhile, we analyzed the cause, the results and the method of the critical incident as a whole, attribute to the satisfaction and dissatisfaction incidents; we analyzed the factors of user satisfaction experience and clustered the corresponding dimensions.Then, this article used the structural equation modeling approach, analyzed the effects of digital resources quality experience on customer satisfaction from the dimension perspective. Via data collection, data analysis, goodness of fit test, hypothesis testing and parameter estimation, we drew the conclusion of impact mechanism, influential factors, and effect degree of digital resources quality and user satisfaction experience.Moreover, this paper built digital resources quality model based on user satisfaction experience from the factors perspective with the method of quantitative Kano model. The author acquired the data from the perspective of users, computed the Kano index, built factors distribution chart, and built the quantitative quality model, in order to explore the perceived importance of the factors and the extent of enhancing effect to user satisfaction experience on the fulfillment of the factors. Lastly, summary the above results, we built the digital resource quality control model oriented by user satisfaction experience.In the end, on the basis of a comprehensive analysis of the study, we proposed the recommendations and programs of controlling the digital resource quality in optimizing the user experience satisfaction. Based on the quality control theory, quality model and the critical incident, the author proposed the recommendations on the aspect of the comprehensive and suitable content quality of digital resource, the digital resource organization based on the tiny and clustered knowledge unit, multiple resource search modes supported by semantic information retrieval, knowledge reference service oriented by applied demand and extracted value, the improvement of system quality and mobile service model.