摘要
对“服务质量”的内涵及其5个维度做了阐释;并以用户视角为基点,对数字参考咨询服务的质量评价指标、质量控制等问题进行了探讨。
In this paper, the meaning and five dimensions of ＂service quality＂ have been explained, The paper has also probed into the evaluation index and quality control of digital reference service based on users＇ visual angle.
出处
《农业图书情报学刊》
2006年第11期30-32,共3页
Journal of Library and Information Sciences in Agriculture
关键词
用户视角
数字参考咨询
服务质量
用户满意度
评价指标
users＇ visual angle
digital reference service
service quality
user satisfaction
measures index
