Research On The Evaluation Index System Of The Service Quality Of The Epidemic Information Release Of Social Platforms

With the continuous improvement of the overall social economic level and people’s living standard,the public is increasingly concerned about their own health information.The epidemic of infectious diseases has a great impact on people’s daily life,work and study because of its sudden occurrence and high risk.Therefore,how to deal with the epidemic of infectious diseases has become a hot health issue for the public in recent years,and the relevant epidemic information has gradually become the object of increasing concern.The outbreak of COVID-19 in early 2020 has posed a great threat to people’s lives and property safety.In order to respond to the epidemic,get out of the dilemma and learn about the latest progress in vaccine research and development,the media of various countries based on their own positioning and the nature of their platforms have released timely information and news reports on the epidemic.For example,We Chat and Weibo give full play to their platform advantages,actively undertake social responsibilities,update relevant epidemic information in real time every day,and provide a lot of epidemic services and professional knowledge for epidemic prevention,epidemic notification and epidemic management during the epidemic period.During the epidemic period,social platforms with a broad mass base and in line with the usage habits of the masses have become the main tools and effective means for the public to understand the latest epidemic information.Although all of these platforms have released information about COVID-19,different platforms release different forms of information about COVID-19,as well as different levels and quality of service.Therefore,the content released by these platforms needs to be managed more scientifically.This study begins with a brief introduction to the research background of the COVID-19 epidemic.Under the guidance of the principles of science and objectivity,operability and practicability,innovation and extensibility,the evaluation index system of social service quality is preliminarily constructed.The system has a total of 3 first-level indicators and 14second-level indicators.The first-level indicators include system service quality,content service quality and feedback service quality.Secondary indicators include stability,aesthetics,ease of use,responsiveness,security,timeliness,authority,accuracy,diversity,prominence,interactivity,user engagement,sensitivity,and sharing.Then,with the help of the initial survey,the evaluation index system of this study was modified,and the accuracy index under the condition of content service quality and the user engagement index under the condition of feedback service quality were initially deleted.After the formal questionnaire was issued,the specific items of FQ4 under the interactive index were deleted by principal component analysis.Finally,an evaluation index system for the service quality of epidemic information release on social platforms suitable for this study was constructed.The final social service quality evaluation index system consists of 3 first-level indicators and 12second-level indicators,with 39 specific items.The first-level indicators include system service quality,content service quality and feedback service quality.The secondary indexes include stability,aesthetics,usability,responsiveness and safety under the condition of system service quality.And content service quality under the timeliness,authority,diversity,prominence.It also includes the interaction,sensitivity and sharing of feedback service quality.Finally,according to the final evaluation index system,a two-part judgment matrix is constructed to invite some scholars and experts who have used analytic hierarchy process(AHP)to grade,and then the score results are analyzed hierarchically to obtain the weight of each index.Due to the epidemic situation,questionnaires on the epidemic information release service quality of the corresponding platforms were distributed to users of We Chat and Sina microblog mainly through online distribution.According to the analysis of questionnaire data,the service quality score of the platform was obtained.The evaluation score is calculated with the weight of each index.Then,the service quality of the two platforms is analyzed and constructive suggestions are put forward according to the evaluation scores.It aims to improve the service quality and influence ability of social platforms during the epidemic,enhance the information literacy and health literacy of users,and promote the continuous improvement of the platform construction by relevant parties such as social media,financial media and information release platform,so as to provide more high-quality information services and more timely and authoritative epidemic information.