摘要
服务绩效评价以运营指标为主,服务质量评价和用户满意度则以用户感知的服务成效为主。服务质量和用户满意度是不同的,二者由于图书馆服务的特性趋于统一。连同基于图书馆标准的评价,形成了服务评价的三大方法。各评价方法之间并不存在直接的优劣,科学的服务评价需要多种方法的结合。
Service performance evaluation is based on operational indicator, while, the service quality evaluation and customer satisfaction index is based on the users＇ perception of the service outcome/impact. Service quality can＇t equate with the customer satisfaction, however, they can be integrated in the library service. With the evaluation based on library standards, they constitute the three main methods in evaluation. There is no one method is superior to others, they must be combined in order to get a scientific evaluation.
出处
《图书情报知识》
CSSCI
北大核心
2007年第5期56-59,12,共5页
Documentation,Information & Knowledge
基金
中科院图书馆研究生科研项目"图书馆用户满意理论及测评方法研究"的研究成果之一
关键词
服务评价
服务绩效评价
服务质量评价
用户满意度
Service evaluation Services performance evaluation Services quality evaluationCustomer satisfaction index
