| 基于用户满意度的信息服务质量管理研究 |
| |
| 引用本文： | 常金玲.基于用户满意度的信息服务质量管理研究[J].情报理论与实践,2007,30(4):483-485. |
| |
| 作者姓名： | 常金玲 |
| |
| 作者单位： | 郑州航空工业管理学院,信息科学系,河南,郑州,450005 |
| |
| 摘 要： | 首先在分析用户满意度概念以及信息服务质量与用户满意度的关系的基础上，建立了信息服务的用户满意度模型。该模型包括6个潜变量的结构方程模型，每个潜变量都由与之对应的观测变量决定。然后，建立一个3级的信息服务用户满意度测评指标体系，用来测评用户对信息服务工作的满意度。最后，讨论了用户满意度对信息服务质量的促进作用。
|
| 关 键 词： | 信息服务 服务质量 用户满意度 模型 评价体系 |
| 修稿时间： | 2006-11-06 |
Researches on Customer Satisfaction-based Information Service Quality Control |
| |
| Chang Jinling.Researches on Customer Satisfaction-based Information Service Quality Control[J].Information Studies:Theory & Application,2007,30(4):483-485. |
| |
| Authors: | Chang Jinling |
| |
| Institution: | Chang Jinling |
| |
| Abstract: | Based on the analysis of the concept of customer satisfaction and the relationship between information service quality and customer satisfaction, this paper first of all constructs a model of customer satisfaction with information service, which comprises a structural equation with 6 potential variables, each potential variable is decided by its relevant observation variable. Then, a three-level evaluation index system of customer satisfaction is built up to evaluate the customer satisfaction with information service. Finally, the role of customer satisfaction in improving information service quality is discussed. |
| |
| Keywords: | information service service quality customer satisfaction model evaluation system |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
