| With the development of technology and the upgrading of mobile products,mobile reading methods are gradually becoming popular,the once paper-based reading method is shifting towards electronic versions,many mobile devices have the function of e-book carriers,and digital reading has gradually become the main way of public reading.However,due to the emergence of a large number of reading apps,resulting in fierce competition for reading apps.There have also been many issues such as product homogenization,user instability,and intellectual property rights.Therefore,it is necessary to evaluate the service quality of Reading platform.So this study intends to construct a service quality evaluation system based on user experience as the starting point,which enables Reading platform to clarify the direction of improvement and optimization through self-evaluation and helps to improve the core competitiveness of the platform in the market.This study first analyzes and summarizes the current research on the service quality of reading apps,At the same time relevant theoretical models,it preliminarily puts forward the evaluation index of the service quality of reading apps.Secondly,based on this,design a survey questionnaire,SPSS software was used to analyze and process the data using principal component analysis,and an evaluation system consisting mainly of 4 primary indicators and 16 secondary indicators was determined.Next,seek help from experts in relevant disciplines to use Analytic Hierarchy Process to determine the weights of each indicator.Then,questionnaires were distributed to users of the four platforms of Zhang yue,we chat Reading,QQ Reading and Qi dian Reading separately,and analyze,process,and calculate survey data using TOPSIS method,so as to rank and evaluate the service quality of the four platforms.Finally,based on the scoring results,propose to enhance content innovation and optimize platform operating procedures,and improve the security of user payment and account information. |
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