基于用户满意的应急管理信息系统评价研究
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摘要
应急管理信息系统是应对突发事件的重要工具,对应急管理信息系统进行评价对于提高应急信息的有效利用具有重要的理论和现实意义。本文在系统分析应急管理信息系统、信息系统评价相关研究成果的基础上,选取用户满意的视角,应用SERVQUAL评价模型、软件质量模型等理论,采用文献资料法和对比分析法,从性能、技术、效益、成本、功能、操作六个方面构建了基于用户满意的应急管理信息系统评价指标体系并研究了评价模型。
Emergency management information system is an important tool for emergency management.The evaluation of the system has crucial theoretical and practical significance to improve the construction and normative,economy and reliability of its operation,to meet the needs of government,departments,the public in emergencies,and to make a better use of emergency information.Nowadays,related research at home and abroad is more from the macroscopic perspective to discuss the evaluation of emergency management ability,or from the direct use of general information system evaluation model to analyze.It is a new task to evaluate the emergency management information system from the users' satisfaction combined with its features.This thesis is based on the systematic analysis of the emergency management information system and the results of related information system evaluation.From the perspective of users' satisfaction,this thesis provides an emergency management information system evaluation index system and evaluation model by using the method of documentation and contrast analysis.The index system is based on the application of SERVQUAL evaluation model and software quality model theory,and it includes six aspects: performance,technology,efficiency,cost,function and operation.
Emergency management information system is an important tool for emergency management.The evaluation of the system has crucial theoretical and practical significance to improve the construction and normative,economy and reliability of its operation,to meet the needs of government,departments,the public in emergencies,and to make a better use of emergency information.Nowadays,related research at home and abroad is more from the macroscopic perspective to discuss the evaluation of emergency management ability,or from the direct use of general information system evaluation model to analyze.It is a new task to evaluate the emergency management information system from the users' satisfaction combined with its features.This thesis is based on the systematic analysis of the emergency management information system and the results of related information system evaluation.From the perspective of users' satisfaction,this thesis provides an emergency management information system evaluation index system and evaluation model by using the method of documentation and contrast analysis.The index system is based on the application of SERVQUAL evaluation model and software quality model theory,and it includes six aspects: performance,technology,efficiency,cost,function and operation.
引文
[1]陈安等.现代应急管理理论与方法[M].北京:科学出版社,2009
[2]汪寿阳,刘铁民等.突发性灾害对我国经济影响与应急管理研究-以2008年雪灾和地震为例[M].北京:科学出版社,2010
[3]潘捷军.美国公共危机应急机制及对我们的启示[J].浙江公安高等专科学校学报,2005(3):14-17
[4]Parasuraman A,Valarie A Zeithaml,Leonard Berry.A Conceptu-al Model of Service Quality and Its Implications for Future Re-search[J].Journal of Marketing.1985,49(3):41-50
[5]Parasuraman A,Valarie A Zeithaml,Leonard Berry.SE-RVQUAL,A Multiple-Item Scale for Measuring Consumer Per-ceptions of Service Quality[J].Journal of Retailing,1988,64(1):12-37
[6]Parasuraman A,Valarie A Zeithaml,Leonard Berry.The Natureand Determinants of Customer Expectations of Service[J].Journalof theAcademy of Marketing Science,1993,21(1):1-12
[7]Peter et al.Caution in the Use of Difference Scores in ConsumerResearch[J].Journal of Consumer Research,1993,19(1):655-662
[8]Leyland F Pitt,Richard T Watson,C Bruce Kavan.Service Qual-ity:A Measure of Information Systems Effectiveness[J].MISQuarterly,1995(6):173-187
[9]G Dwayne Whitten.An Examination of Information Systems Serv-ice Quality Measurement:The Contribution of theSERVQUAL In-strument From the Marketing Literature Middle[J].Ninth Ameri-cas Conference on Information Systems,2003(12):2821-2830
[10]Kettinger William J,Lee Choong C.Pragmatic Perspectives on theMeasurement of Information Systems Service Quality[J].MISQuarterly,1997(6):223-240
[11]William H DeLone,Ephraim R Mclean.The DeLone andMcLeanModel of Information Systems Success:A Ten-Year Update[J].Journal of Management Information Systems,2003,19(4):9-30
[12]李纯青,孙瑛,郭承运.E-服务质量决定因素与测量模型研究.运筹与管理,2004,13(3):132-136
[13]Kettinger William J,Lee Choong C.zones Of Tolerance:Alterna-tive Scales For Measuring Information Systems Service Quality[J].MIS Quarterly,2005,29(4):607-623
[14]常广庶.电子商务环境中的服务质量[J].世界标准化与质量管理,2005(1):11
[15]明华.关于突发事件在线应急信息系统建设的思考[J].情报杂志,2003(8):47-48
[16]Eppler M J.Managing Information Quality[M].Springer.2006
[17]Knight Shirlee-ann,Burn Janice.Developing a Framework forAssessing Information Quality on the World Wide Web[J].In-forming Science Journal,2005(8):159-172
[18]M B Parker,V moleshe.An Evaluation of Information QualityFramework for the World Wide Web[C].MIT International Con-ference on Information Quality,2006
[19]Nezih Altay,Walter G.Green III.OR/MS research in disaster op-erations management[J].European Journal of Operational re-search.2006,175(11):475-493
[20]邱均平,张荣.信息系统评价举证分析及指标体系的分立与整合[J].科技进步与对策,2004(5):17-20
[21]李吉梅,宋铁英.信息系统服务质量评价研究综述[J].情报杂志,2007(4):26-29.
[2]汪寿阳,刘铁民等.突发性灾害对我国经济影响与应急管理研究-以2008年雪灾和地震为例[M].北京:科学出版社,2010
[3]潘捷军.美国公共危机应急机制及对我们的启示[J].浙江公安高等专科学校学报,2005(3):14-17
[4]Parasuraman A,Valarie A Zeithaml,Leonard Berry.A Conceptu-al Model of Service Quality and Its Implications for Future Re-search[J].Journal of Marketing.1985,49(3):41-50
[5]Parasuraman A,Valarie A Zeithaml,Leonard Berry.SE-RVQUAL,A Multiple-Item Scale for Measuring Consumer Per-ceptions of Service Quality[J].Journal of Retailing,1988,64(1):12-37
[6]Parasuraman A,Valarie A Zeithaml,Leonard Berry.The Natureand Determinants of Customer Expectations of Service[J].Journalof theAcademy of Marketing Science,1993,21(1):1-12
[7]Peter et al.Caution in the Use of Difference Scores in ConsumerResearch[J].Journal of Consumer Research,1993,19(1):655-662
[8]Leyland F Pitt,Richard T Watson,C Bruce Kavan.Service Qual-ity:A Measure of Information Systems Effectiveness[J].MISQuarterly,1995(6):173-187
[9]G Dwayne Whitten.An Examination of Information Systems Serv-ice Quality Measurement:The Contribution of theSERVQUAL In-strument From the Marketing Literature Middle[J].Ninth Ameri-cas Conference on Information Systems,2003(12):2821-2830
[10]Kettinger William J,Lee Choong C.Pragmatic Perspectives on theMeasurement of Information Systems Service Quality[J].MISQuarterly,1997(6):223-240
[11]William H DeLone,Ephraim R Mclean.The DeLone andMcLeanModel of Information Systems Success:A Ten-Year Update[J].Journal of Management Information Systems,2003,19(4):9-30
[12]李纯青,孙瑛,郭承运.E-服务质量决定因素与测量模型研究.运筹与管理,2004,13(3):132-136
[13]Kettinger William J,Lee Choong C.zones Of Tolerance:Alterna-tive Scales For Measuring Information Systems Service Quality[J].MIS Quarterly,2005,29(4):607-623
[14]常广庶.电子商务环境中的服务质量[J].世界标准化与质量管理,2005(1):11
[15]明华.关于突发事件在线应急信息系统建设的思考[J].情报杂志,2003(8):47-48
[16]Eppler M J.Managing Information Quality[M].Springer.2006
[17]Knight Shirlee-ann,Burn Janice.Developing a Framework forAssessing Information Quality on the World Wide Web[J].In-forming Science Journal,2005(8):159-172
[18]M B Parker,V moleshe.An Evaluation of Information QualityFramework for the World Wide Web[C].MIT International Con-ference on Information Quality,2006
[19]Nezih Altay,Walter G.Green III.OR/MS research in disaster op-erations management[J].European Journal of Operational re-search.2006,175(11):475-493
[20]邱均平,张荣.信息系统评价举证分析及指标体系的分立与整合[J].科技进步与对策,2004(5):17-20
[21]李吉梅,宋铁英.信息系统服务质量评价研究综述[J].情报杂志,2007(4):26-29.
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