| 信息服务质量评估初探——对SERVQUAL方法和“期望-感知”模型的改进 |
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| 引用本文： | 郭延吉.信息服务质量评估初探——对SERVQUAL方法和“期望-感知”模型的改进[J].图书情报工作,2004,48(4):108-111. |
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| 作者姓名： | 郭延吉 |
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| 作者单位： | 北京大学信息管理系, 北京 100871 |
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| 摘 要： | 通过对信息服务质量评估方法SERVQUAL和“期望-感知”模型的讨论,指出该方法的不足和改进方向,并对该方法和模型进行修正,建立起新的方法和模型。
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| 关 键 词： | 信息服务 质量评估 SERVQUAL 期望&mdash 感知 |
| 收稿时间： | 2003-05-12 |
An Improvement in the Means of SERVQUAL and the Model of "Expectation-Perception" |
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| Guo Yanji.An Improvement in the Means of SERVQUAL and the Model of "Expectation-Perception"[J].Library and Information Service,2004,48(4):108-111. |
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| Authors: | Guo Yanji |
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| Institution: | Department of Information Management, Peking University, Beijing 100871 |
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| Abstract: | The means of SERVQUAL and the model of "expectation - perception" for quality evaluation of information service are analyzed and discussed in this paper. Some weakness and direction of improvement are pointed out. Meanwhile, the means and model are corrected so as to set up new means and model. |
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| Keywords: | information service evaluation of quality SERVQUAL expectation-perception |
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