在线医疗社区信息咨询服务的用户感知价值研究

目的：对我国在线医疗社区信息咨询服务的用户感知价值进行综合评价,为在线医疗社区的运营管理提供借鉴。方法：基于感知价值理论及在线信息服务情境特征,构建在线医疗社区信息咨询服务的用户感知价值评价指标体系。通过专家访谈法确定指标权重,运用模糊综合评价法对在线医疗社区信息咨询服务的用户感知价值进行评价分析。结果：“好大夫在线”信息咨询服务总体评价较高,货币成本、功能价值和在线医生价值是影响在线医疗社区信息咨询服务用户感知价值的重要因素。结论：在线医疗社区平台的运营需注重平台功能的设计与优化,加强在线医生的管理,保护用户隐私,提升用户信任度。

User perceived value of online information consultation service for medical care communities

Objective To provide reference for the operation and management of medical care communities by comprehensively evaluating the user perceived value of online information consultation service for medical care communities. Methods A user perceived value evaluation index system was developed for the online information consultation service for medical care communities based on the theory of perceived value and the characteristics of online information service scenario. The user perceived value of online information consultation service for medical care communities was analyzed by giving the index weight with expert interview and fuzzy comprehensive evaluation respectively. Results The online information consultation service of "Good Doctor Online" was highly evaluated. The monetary cost, functional value and online doctor value were the important factors influencing the user perceived value of online information consultation service for medical care communities. Conclusion The operation of online information consultation service platform for medical care communities should pay attention to the design and optimization of its function, strengthen the management of online doctors, protect the privacy of users, and increase the confidence of users.