| 基于MUSA模型的政府网站知识服务质量用户满意度实证研究 |
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| 引用本文： | 宋雪雁,张祥青,管丹丹,王萍,李溪萌,刘伟利.基于MUSA模型的政府网站知识服务质量用户满意度实证研究[J].图书情报工作,2018,62(23):32-42. |
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| 作者姓名： | 宋雪雁 张祥青 管丹丹 王萍 李溪萌 刘伟利 |
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| 作者单位： | 吉林大学管理学院 长春 130022 |
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| 基金项目： | 本文系国家自然科学基金应急管理项目“政府网站信息资源多维语义知识融合研究”（项目编号：71740015）研究成果之一。 |
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| 摘 要： | 目的/意义]通过对市级政府网站知识服务质量评价进行实证研究，为政府网站知识服务质量的提升、优化提供数据支持和参考。方法/过程]通过文献搜集及问卷调查确立政府网站知识服务质量评价标准，应用MUSA模型和标杆管理法，对市级政府网站知识服务质量进行满意度实证研究分析。结果/结论]实际获得3个市级政府网站知识服务质量用户满意度的测评结果，定位每个政府网站在知识服务过程中的竞争优势、竞争劣势、薄弱之处以及需要优先改善的地方。
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| 关 键 词： | 政府网站知识服务 知识服务评价 MUSA模型 标杆管理 |
| 收稿时间： | 2018-04-02 |
An Empirical Research on Customer Satisfaction of Government Websites' Knowledge Service Quality Based on MUSA Model |
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| Song Xueyan,Zhang Xiangqing,Guan Dandan,Wang Ping,Li Ximeng,Liu Weili.An Empirical Research on Customer Satisfaction of Government Websites' Knowledge Service Quality Based on MUSA Model[J].Library and Information Service,2018,62(23):32-42. |
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| Authors: | Song Xueyan Zhang Xiangqing Guan Dandan Wang Ping Li Ximeng Liu Weili |
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| Institution: | School of Management, Jilin University, Changchun 130022 |
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| Abstract: | Purpose/significance] Through the evaluation of municipal governments' website knowledge service quality, this paper hopes to provide data support and reference for the improvement and optimization of government website knowledge service quality.Method/process] Through the literature collecting and questionnaire surveys, this paper establishes evaluation standards for the quality of knowledge services on government websites. Then, using the MUSA model and benchmarking management methods,we conduct an empirical analysis on the satisfaction of the municipal governments' website knowledge service quality.Result/conclusion] The evaluation results of the user satisfaction of the three municipal government websites' knowledge service quality are actually obtained, and the position of each government website is positioned in terms of its competitive advantage, disadvantages, weaknesses, and priorities for improvement in the knowledge service process. |
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| Keywords: | knowledge service of government website knowledge service evaluation MUSA model benchmarking management |
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