Satisfaction and Dissatisfaction of BBS Service Quality
Yuping Xing · Journal of Xidian University · 2010
Focused on the issues associated with BBS service quality,the research explores and reveals the main sources of users’ satisfaction and dissatisfaction from users’ view.The paper is based on users’ recalled satisfactory and dissatisfactory experience of using BBS and their evaluation of BBS service quality.The targeted incidents are selected and content analyzed using the critical incidents technique.The satisfiers and dissatisfiers of BBS service quality are derived and differences between the two are analyzed.The research results provide useful information for the design,the advancement of BBS service and also implications for the future research of related field.