Research On Information Quality Management Of Social Q&A Sites Based On Total Quality Management Theory

Social Q&A site is one of the most important ways for users to access information resources nowadays.Its accessibility of resources,comprehensiveness of user participant and interactivity among user groups have attracted a large number of participants contributing to the solid foundation of content richness.However,quality problems of Social Q&A sites remained Criticism.Answers provided by users are rather spotty,as user backgrounds varies,including knowledge acquisition,expression,and thinking standpoints.Therefore,enormous challenge arises on how to accurately target information that satisfy users' need among massive resources.Meanwhile,determined by the openness of social Q&A sites,platform managers can not rigidly supervise quality of information resources,instead,they choose to guide information quality with incentives.Compared to traditional quality management methods,it is critical for managers to manage the relationship of quality and quantity,and find an effective balance point.Also,as a critical information acquiring approach,social Q&A sites have taken much heavier social responsibility recently.A quick reflection on the case of Wiei Zexi has offered us a lesson that it is urgent to increase online information resource quality,especially in the field of medical science which easily affects users' life and health.In recent years,information quality researches at home and abroad mostly focus on quality evaluation,and researches of digital information quality management mainly concentrate on effective management and control of structured data,in other word,to solve quality problems by meta-data and so on.Few have found concerning quality management of unstructured data.In terms of information quality researches of social Q&A sites,there are two specific characteristics:first,much attention are drawn to evaluation of answer quality,but less to question quality,comment quality and website quality,resulting in lacking a full scope of quality evaluating concept;second,researches of quality management on social Q&A sites mostly focused on suggestions from appraisal perspectives,but ignore the significant feature of social Q&A sites,namely the important role played by its users.Based on total quality management theory in traditional product quality management,the paper construct the total information quality management model of social Q&A sites.Meanwhile,by adding features of social Q&A sites,the modelit emphasizes users' significant effect on information quality management.Moreover,it Juran's Quality Management Trilogy and PDCA Model were adopted for better control and improve the information quality on social Q&A sites..The paper is divided into introduction and main body,and of totally 7 chapters.Chapter 1 comprehensively analyzesd the research background and implications,including,systematically introducing current researches on information quality and social Q&A sites,pointing out existing research shortcoming,and discussinges research purpose,design,methods and its innovation.Chapter 2 mainly introduceds some related theories and conceptions,including three parts:social Q&A sites,information quality management and total quality management.The first part discusses the development and connotation,as well as its characteristics in the perspectives of operating pattern,participant type and content production,which forms the foundation of information quality management model from the aspects of social Q&A sites' features.The second part explains related information quality theories and current understandings of information quality,and points out that the information quality in this paper focuses on products and services.Then information quality management researches were introduced,such as features of existing information quality management models,which act as the reference for the model constructed in this paper.The third part introduces the development,connotation and characteristics of total quality management theory,as well as three methods of total quality management,namely PDCA Model,Juran's Quality Management Trilogy and Deming's 14 Points on Quality Management.Chapter 3 mainly constructed the model of information quality management on social Q&A sites.,Three research questions are essential in designing this model.The first question is about the significance of information quality management on social Q&A sites.Structural equation model was adopted,.By using survey data,influences of potential variables about user satisfactory and user behaviors were tested,and the significance of information quality management on social Q&A sites was proved.The second research goal is to develop the understanding of information quality management on social Q&A sites,including characteristics of information quality problems on social Q&A sites,features of information quality management and differences between traditional and current information quality management.Thirdly,model of information quality management on social Q&A sites was constructed and,analyzed based on feasibility of total information quality management,which form foundation for comprehensive analysis in the next chapters.Chapter 4 mainly focused the first stage of total information quality management on social Q&A sites:user quality needs.This chapter analyzed different information quality needs from different participating groups.Besides,it summarized user quality needs into concrete indexes based to user interview,literature review and so forth.In addition,Kano Model was adopted to assort users' information quality needs,which acts as the basic for information quality evaluation and quality management in following chapters.Chapter 5 discussed the second stage of total information quality management on social Q&A sites:website quality evaluation.Based on the information quality index system built in the former chapter,this chapter analyzes the information quality of our country's first generation social Q&A sites,using the method of IPA.On the basis of user perception,importance quality metrics were selected based on differences between performance perception and expectation perception of information quality on social Q&A sites,providing solid evidences for chapter 6.The third and fourth stages of total information quality management on social Q&A sites were discussed in Chapter 6.The third stage is about quality management.Based on Juran's Quality Management Trilogy,the paper proposeds the strategies of improving information quality management on social Q&A sites for quality control in the perspectives of both manager and use,and further used PDCA Model to improve quality managing ability of social Q&A sites.In the fourth stage,environment of totalinformation quality management on social Q&A sites were constructed.According to Deming's 14 Points on Quality Management,sustainable quality management environment can guarantee the implement of total information quality management.Chapter 7 restated the total information quality management model of social Q&A sites,summarized this research,and discussed the limitation and future research directions.