Research On The Construction Of Service Quality Evaluation System Of Socialized Q&A Platform From The Perspective Of User Perception

As a new knowledge service community,social q&A platform has been favored by more and more users.Users can not only obtain knowledge services through the social Q&A platform,but also interact and communicate with each other on the platform,which further promotes the dissemination and exchange of knowledge and alleviates the knowledge anxiety caused by the explosion of information in the Internet era.With the rapid development of information technology,social question answering platform develops rapidly,and some problems also appear.This paper first sorts out the current research status in the field of social question-and-answer by means of literature research,and finds the research "blind spot" and determines the research topic.Taking the evaluation of the service quality of the social question answering platform as the starting point of the study,this paper explores the establishment of the service quality evaluation index system of the social question answering platform.The evaluation system is constructed by selecting the evaluation indexes in the theoretical research part,and then the weights of each index are determined by the analytic hierarchy process(AHP),and the weight results are analyzed.Zhihu,baidu knows in empirical research part and three wukong q&a platform as an object of case analysis in the perspective of the user perception,using the method of questionnaire to understand users use question and answer platform true feelings and to obtain the score of each indicator data,using SPSS statistical analysis software after the test reliability and validity of the questionnaire to the user's score data statistical analysis,based on the index weight calculation platform of three indicators at various levels of user ratings and weighted score,the final score results separately analysis and comparative analysis,respectively.According to the analysis results,the following problems are found in the service quality of the current social Q&A platform: the interface design is gradually complex,and the function modules are gradually complex;The efficiency of knowledge retrieval is not high and the stability of theplatform needs to be improved.Can not accurately identify users,content knowledge is not high;Community cultural atmosphere is not good,platform entertainment information generalization.In view of the above problems,countermeasures and Suggestions are put forward to improve the service quality of the social Q&A platform: optimize the interface design of the platform,simplify the platform function modules;Optimize knowledge retrieval technology to improve platform stability;Accurately identify user needs to improve the knowledge of the platform content;Create a good cultural atmosphere,screen inferior entertainment information.From the practical sense,as the homogeneity of q&a platforms have emerged,build social Q&A platform service quality evaluation index system on the one hand,able to provide a reference for users to choose social q&a platform standard,on the other hand platform operations managers can around the evaluation index system to further improve the platform of information service function,improve the quality of platform services.In a theoretical sense,the exploration of the construction of the service quality evaluation index system of the social Q&A platform in this paper enriches the research on the evaluation theory of the social Q&A platform.