基于社区信息化服务质量的顾客满意度测评体系研究  

Research on the Satisfaction Appraising System with Community Information Service's Customer Based on Service Quality

作　　者：邹凯[1] 龚子英[1] 

机构地区：[1]湘潭大学管理学院,湖南湘潭411105

出　　处：《情报科学》2008年第4期546-548,631,共4页Information Science

基　　金：国家自然科学基金项目(70763083)

摘　　要：以服务质量概念模型(缺口五)为基础,并针对社区信息化服务的特性进行修改,从而提出社区信息化服务顾客满意度的测量维度,结合重要性分析模型,采用问卷调查法对XX社区信息化服务的顾客满意度进行了测评与分析。The paper makes some modification on Conceptual Model of Service Quality （5th Gap）, based on characteristics of community information service. Then it proposes the measure dimensionality on the community information service customer satisfaction, integrates the system with the important factors derived mode, adopts the questionnaire to measure and analyzes the community information service customer satisfaction of the XX community.

关 键 词：社区信息化 服务质量 顾客满意度 

分 类 号：G350[文化科学—情报学]