Research On The Strategy Of Improving The Knowledge Service Quality Of C Digital Publishing Enterprises

With the rapid development of new media and big data technology,knowledge service industry has become an important emerging service industry in China.And the strong contrast is that the digital publishing enterprises in China are still in the stage of resource construction,which can not meet the needs of users in many aspects.Especially in the improvement of consumer consumption,the continuous updating of educational concept and the rich reading mode,the development of digital publishing enterprises has put forward higher requirements,which makes digital publishing companies constantly adjust the service content and improve the service quality.In this situation,the improvement of knowledge service quality of digital publishing enterprises has become a hot issue.As the pioneer of digital publishing industry,C digital publishing company is a large-scale digital library solution provider and digital book resource provider in China.After years of development,it has become a well-known enterprise in the domestic digital publishing industry.It has a strong typical significance to choose it as a research case.In recent years,C digital publishing company has also launched some knowledge service products which adapt to the new environment,but the technology has been in continuous development,and the user demand for knowledge service is changing.The development of new information technology makes users more and more receptive to new media.Through the platform of new media,each user can spread the information they get,and the information received by each user from the network has far exceeded the scope it can handle.At present,the challenge for users is how to extract valuable knowledge from massive information accurately and how to transform these valuable knowledge into effective productivity.As a digital publishing company with rich knowledge resources and technical advantages,whether it can continuously launch knowledge service products to meet the needs of users determines to some extent how far the digital publishing company can go in the future.This paper focuses on the quality of knowledge service of C digital publishing enterprises.Firstly,through the method of literature analysis,the connotation and essence of current knowledge service and digital publishing are defined,and the theoretical basis involved in the research is analyzed,the research object and perspective of the paper are further clarified,and the practical value of improving the quality of knowledge service is confirmed;Secondly,through interviews with regional managers,project leaders and product users,we can get a more real understanding of the current situation of knowledge services of C digital publishing company.Then,through questionnaire analysis,the paper makes an investigation and analysis of the current situation of knowledge service quality of C digital publishing enterprises.Based on the theory of customer satisfaction and SERVQUAL model of service quality evaluation,the questionnaire with 30 perceived factors is designed.The questionnaire data is analyzed by SPSS statistical software,The results show that 30 perceived factors are reduced into seven perception dimensions,and then the data is rotated by SPSS r23.0 statistical software,and 7 sensing dimensions are calculated by variables.Through descriptive statistics,observe the average value of each perception dimension,namely,the average score of perception dimension,and know that users are satisfied with the information organization,quality assurance,response of knowledge service quality and reliability of knowledge service quality of C digital publishing enterprises,and are not satisfied with innovation,empathy and tangible of knowledge service quality,The satisfaction degree of innovation on knowledge service quality is low.The results of the questionnaire are used to analyze the satisfaction of various service indicators in detail.The users are most satisfied with the reliability of knowledge services,and more truly understand the problems,bottlenecks and advantages and disadvantages of knowledge service products,which makes the analysis and results more scientific.Then,combined with the results of customer satisfaction survey,The paper discusses the problems and causes of the service quality in the tangible,empathic and innovative aspects of C digital publishing enterprises.Firstly,the knowledge service products lack of after-sales tracking service and the lack of personalized service;Second,the staff flow in marketing center is large,which leads to the lack of timely feedback on knowledge service demand;Third,the enterprises lack crisis sense and the innovation of knowledge service is not enough.Combined with the reasons behind these research results,the paper puts forward the strategies to improve the quality of knowledge service of C Digital Publishing Enterprises:(1)to improve the user experience(2)To build a personalized service system in depth(3)Promote new media integration through different channels.And further put forward the guarantee measures for the optimization of knowledge service quality of C Digital Publishing Enterprises:(1)improve the performance management system of enterprises(2)Strengthen the training mechanism of talent construction(3)Attract high-quality partners to establish linkage mechanism.Finally,the research topic is summarized and prospected.Meeting the needs of users is an important content of improving the quality of knowledge service,but the user group is very large,and the user behavior is changing constantly.It is hoped that the number of samples and the diversity of samples can be increased in the follow-up research.The conclusion of this paper provides effective reference for the improvement of knowledge service quality of C digital publishing enterprises,in order to provide effective reference value for the optimization strategy of knowledge service quality of digital publishing enterprises or other related enterprises in China.