Construction Of The Customer Satisfaction Model Based On The Scientific Literature Database Site

Although the researches on customer satisfaction are well studied, the study oninformation user satisfaction for academic database website is only developing in thebeginning. As a result, it is necessary for management to build up a set of scientificevaluation system to measure the quality and efficiency of the academic database website.This paper develops an integrated framework for building the measurement model foracademic database website information user satisfaction index (ADWIUSI) based onextensive literature review, the analysis of the characteristics for information users and theformer research.Then, this paper designs the experimental theories to confirm the framework. Firstly,factors which influence information user satisfaction of academic database website areanalysed by literature research and open questionnaire investigate. Secondly, ExploratoryFactor Analysis (EFA) and expert analysis are adapted to identify the main factorsinfluencing the perceived quality of academic database website users, and the informationuser satisfaction measurement theory is built. Thirdly, several hypotheses proposed basedon the framework are tested by Confirmatory Factor Analysis (CFA). After comparing thetwo methods of structural equation models (SEM)—Partial Least Square (PLS) and LinearStructural RELationships (LISREL), more attention is given to the building of SEM byusing PLS Method and hypotheses testing on the basis of the samples. As a result, the keyconstruct perceived quality and other factors influence user satisfaction are examined, andthe particularity of information users' satisfaction formation is discovered. The results ofthe study provide reliable theories and instruments for operationalizing the next study inthese two areas.