原文传递业务流程中的用户满意度分析  

Analysis of Customers' Satisfaction at Document Delivery Service

作　　者：何美珍[1] 

机构地区：[1]西安电子科技大学图书馆,西安710071

出　　处：《图书情报工作》2005年第8期115-117,126,共4页Library and Information Service

摘　　要：以高校图书馆原文传递业务为例,定性地分析原文传递业务流程中影响用户满意度的三个因素:用户与系统交互的便利性、传递的速度即时间、需要支付的处理费用;探讨原文传递业务流程中应如何提高用户的满意度,从而更好地为用户服务的问题。Information users, librarians and the provider of original texts are main bodies making up of the supply chain of libraries.Taking the document delivery business process of university libraries as examples, the paper qualitatively analyzes the three factors that affect the degree of the client satisfaction, In the article main efforts are laid on the discussion on how to deliver better service to customers and to make the library users satisfied with the services provided.

关 键 词：原文传递 用户满意度 信息服务 高校图书馆 

分 类 号：G258.6[文化科学—图书馆学]