用户满意度指数测评体系的构建  

Construction of an Evaluation System of Customer Satisfaction Indexes

作　　者：戴慧英[1] 邢丽娟[2] 

机构地区：[1]甘肃省委党校图书馆,甘肃兰州730070 [2]西北师范大学图书馆,甘肃兰州730070

出　　处：《河南图书馆学刊》2006年第1期20-23,共4页The Library Journal of Henan

摘　　要：首先阐述了用户满意度的定义,设计了用户满意度的测评步骤。最后通过实例分析,验证了其适用性和有效性。This paper analyzed the necessity to build a customer Satisfaction indexes evaluation system in the library and discussed the basic principles in building such systems.The author has designed an evaluation approach of customer satisfaction. It is demonstrated that the test is practicable and effective by theanalysis of anexample.

关 键 词：图书馆 用户满意度 测评步骤 有效性 指数测评体系 

分 类 号：G252[文化科学—图书馆学]