| 洪闯,贺幸阳,张淼淼.在线健康平台用户流失行为影响因素及组态路径研究[J].数字图书馆论坛,2024,20(11):52~64 |
| 在线健康平台用户流失行为影响因素及组态路径研究 |
| Influencing Factors and Configuration Path of User Churn Behavior of Online Health Platform |
| 投稿时间：2024-06-27 |
| DOI：10.3772/j.issn.16732286.2024.11.006 |
| 中文关键词: 在线健康平台；用户流失行为；影响因素；组态路径 |
| 英文关键词: Online Health Platform; User Churn Behavior; Influencing Factor; Configuration Pathway |
| 基金项目:本研究得到湖南省社科基金青年项目“社交媒体用户健康信息回避行为生成机理与引导策略研究”（编号：20YBQ091）、湖南省教育厅优秀青年项目“数智赋能下农村社区健康信息组织与场景化服务模式研究”（编号：22B0122）资助。 |
| 作者 | 单位 | | 洪闯 | 湘潭大学公共管理学院 | | 贺幸阳 | 湘潭大学公共管理学院 | | 张淼淼 | 湘潭大学公共管理学院 |
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| 中文摘要: |
| 厘清在线健康平台用户流失行为的影响因素及其组态路径，对于优化平台服务质量、提升用户黏性具有重要价值。通过整合SSO（Stressors-Strain-Outcome）理论、PPM（Push-Pull-Mooring）理论和信息采纳模型，构建在线健康平台用户流失行为理论模型，运用结构方程模型和模糊集定性比较分析方法验证用户流失行为影响因素并分析其组态路径。研究发现，信息过载、系统特征过载、感知疲劳、不满意度、隐私顾虑、低信息质量、低信源可信度和替代品吸引力正向影响在线健康平台用户流失行为，主观规范则起负向作用。其中，替代品吸引力在不满意度与流失行为的作用关系中起到显著调节作用。组态分析进一步揭示了风险规避型、体验驱动型、综合诱导型3种用户流失行为的触发模式。 |
| 英文摘要: |
| Clarifying the influencing factors and configuration path of user churn behavior of online health platform is of great value for optimizing the service quality of the platform and improving user stickiness. By integrating SSO (Stressors-Strain-Outcome) theory, PPM (Push-Pull-Mooring) theory, and information adoption model, a theoretical model of user churn behavior of online health platform is constructed. The structural equation model and fuzzy set qualitative comparison analysis method are used to verify the factors affecting user churn behavior and analyze its configuration path. The study finds that information overload, system feature overload, perceived fatigue, dissatisfaction, privacy concerns, low information quality, low source reliability, and alternative attraction positively affect the churn behavior of online health platform users, while subjective norms play a negative role. Among them, alternative attraction plays a significant moderating role in the relationship between dissatisfaction and churn behavior. The configuration analysis further reveals three triggering modes of user churn behavior: risk avoidance, experience driven, and comprehensive induction. |
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