共查询到18条相似文献，搜索用时 93 毫秒
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高校图书馆数据库用户满意指数模型—假设与检验 总被引：1，自引：0，他引：1
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[目的/意义]从用户需求视角深入剖析农村社区居民健康信息服务内容体系并厘清其供给优先顺序,对于助力数字乡村建设、提升农村社区居民健康水平具有重要的理论意义与实践指导价值。[方法/过程]在系统梳理相关文献的基础上,结合数字乡村建设的现实需要,通过半结构访谈与专家咨询等方式确立28项农村社区健康信息服务项目并设计调查问卷搜集数据,综合运用Kano模型、混合类分析、Better-Worse满意度指数分析与熵权Topsis方法识别农村社区健康信息服务内容的所属类型并量化其优先序。[结果/结论 ]研究发现农村社区居民对于健康信息服务内容的需求呈现出层次化特征,涵盖期望型服务8项,魅力型服务8项,无差异服务6项,混合型服务6项。农村社区在推进数字乡村建设进程中应根据不同的需求类型和优先序优化健康信息服务内容,推动服务适切性、满意度与整体效能的提升。 相似文献
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[目的/意义]本文提出了基于卷积神经网络的物流服务业顾客满意度评价方法,为人们科学客观地了解物流实际运行情况,改善物流服务有重要的参考价值。[方法/过程]文章运用网络爬虫技术、词频统计和特征提取得出五个物流服务特征,然后构建卷积神经网络文本分类模型,对物流评论信息进行分类,最后对物流服务满意度进行赋值评分。[结果/结论]实验结果表明,在网络生鲜产品物流服务特征中,便利性、可靠性、及时性、完整性和友好性是消费者关注的服务特征,而消费者最关注完整性,最不关注及时性,并最终得到了物流服务业顾客满意度分值。本文最终选择了生鲜物流作为案例进行顾客满意度评价,以期推广到更多物流服务业评价应用中。 相似文献
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《图书馆理论与实践》2014,(1)
高校网站作为高校与社会之间沟通的桥梁,它的公开程度和透明程度对高校的建设提供参考和标准。从用户满意度的角度来进行高校网站信息公开水平的测评能够更好地测评用户的感知。通过结构方程模型(SEM)和顾客满意度指数模型(CSI),总结出与用户满意度较高程度相关的潜变量,并以此为基础构建了高校网站信息公开用户满意度测评模型和观测变量指标体系。 相似文献
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[目的/意义] 针对虚拟品牌社区顾客信息获取和价值共创问题,探讨顾客在虚拟品牌社区中多种信息获取对社区价值共创的影响机理,可提出管理启示,为虚拟品牌社区信息管理提供参考。[方法/过程] 结合价值共创和品牌关系相关理论,引入描述社区关系质量状况的3个维度要素,建立虚拟品牌社区顾客信息获取对价值共创影响的分析框架,并对各因素间影响机理进行详细分析。[结果/结论] 在虚拟品牌社区中,顾客企业信息获取、引导信息获取和关系信息获取,能够积极影响其社区沉浸、社区依恋和社区互动状态,有利于改善社区中顾客-社区之间的关系质量,进而促进虚拟品牌社区价值共创行为的产生。 相似文献
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文章阐述了顾客满意的相关概念,介绍了顾客满意的测评方法和各国顾客满意度指数(CSI)模型,并对CSI模型在国内外网站测评中的研究现状进行了总结,最终提出科技数据库网站用户满意评价的意义. 相似文献
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Richard Sigwald 《图书馆管理杂志》2013,53(4):453-478
ABSTRACTThe intent of this research study is to analyze and evaluate the transition to a self-service customer service model with the Baltimore County Public Library (BCPL). The study uses customer satisfaction surveys with questions specifically aimed at the various self-service service points BCPL offers to its customers. The methodology also includes several interviews with managers and directors to gain more in-depth information about how the transition affected the whole library system, its policies and procedures, and staffing. The results of this study are intended to demonstrate the effectiveness of using a self-service model in a public library. 相似文献
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在当前,公共档案馆服务质量和满意度的研究已经成为档案学界关注的重点。本文首先通过文献研究并结合专家咨询,构建了影响公共档案馆网络信息服务质量的要素,并设计和发放了Kano调查问卷和重要度调查问卷;其次,根据回收的数据进行Kano模型分析、混合类分析、基于Better-Worse指数的分析和重要度分析;最后,对Kano模型分析、混合类分析和重要度分析所确定的Kano类别进行分析,为公共档案馆网络信息服务提供管理策略,并根据Better-Worse 指数,结合象限分析法,识别出改善某项服务要素时对提高用户满意度和防止用户不满意程度的影响,以期改善公共档案馆的服务质量,并使用户满意。 相似文献
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In 2016, two service departments–the office of information technology (OIT) and the academic resource center (ARC) at the college–physically relocated into the library. To ensure consistent customer service and staffing for the ARC, OIT, and library, the departments collaborated to discuss the implications for their new shared space. They decided to use a common online customer service form in Qualtrics to track and assess library customer interactions and staff satisfaction. 相似文献
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文章从档案用户满意度视角将数字档案信息服务划分为资源内容、信息服务和系统平台3个维度和15个要素。通过层次分析法计算各维度要素的重要性分配,构建数字档案信息服务评价指标体系,并进一步运用模糊综合法对选取案例实施评价,提出用户满意度视角的数字档案信息服务优化策略。 相似文献
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Wendy S. Zabava Ford 《Journal of Applied Communication Research》2003,31(3):189-211
This study examined customers' perceptions of personalized service communication performance in relation to their expectations as predictors of their satisfaction and loyalty intentions in four professional service contexts. Survey data were obtained from 253 customers regarding their expectations and experiences with physicians, dentists, auto mechanics, or hairdressers. Multisample covariance structure analysis procedures were performed to assess the level of support for alternative theoretical models across all four professional contexts. Results provided support for one model, specifying that customers' perceptions of communication performance accounted for significant variation in customer satisfaction, which, in turn, predicted customers' loyal behavioral intentions. Customers' expectations did not play an influential role in predicting customer satisfaction and loyalty, as proposed in an alternative model 相似文献
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《Journal of Media Economics》2013,26(4):279-294
Using industrial organization as the theoretical framework, this study examines the relation between market competition and the media performance of Taiwan's cable television industry. The media performance of cable television systems is defined as the subscribers' satisfaction with program service, customer service, and community service. A telephone survey was conducted to collect data for the study. This study's findings in general support a positive relation between market competition and media performance, which accords with most previous studies. 相似文献
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Wendy S. Zabava Ford 《Journal of Applied Communication Research》2013,41(3):189-211
This study examined customers' perceptions of personalized service communication performance in relation to their expectations as predictors of their satisfaction and loyalty intentions in four professional service contexts. Survey data were obtained from 253 customers regarding their expectations and experiences with physicians, dentists, auto mechanics, or hairdressers. Multisample covariance structure analysis procedures were performed to assess the level of support for alternative theoretical models across all four professional contexts. Results provided support for one model, specifying that customers' perceptions of communication performance accounted for significant variation in customer satisfaction, which, in turn, predicted customers' loyal behavioral intentions. Customers' expectations did not play an influential role in predicting customer satisfaction and loyalty, as proposed in an alternative model 相似文献