摘要
用户满意度是衡量大型科研仪器共享平台服务好坏的关键指标。为了客观分析用户对大型科研仪器共享服务平台的服务感受,首先对度量用户满意度的用户期望和感知绩效进行概念解析,其次将公共服务投入/产出指标与科研仪器共享平台的服务绩效评价指标进行耦合,最后基于云南省大型科研仪器共享服务平台的共享服务数据建立用户满意度结构方程模型。模型通过了拟合指标检验,路径分析结果具有说服力。本方法优点在于避免基于问卷调查中可能产生的“互动失灵现象”,为大型仪器管理单位的用户满意度客观评价提供计算依据。
User satisfaction is a key indicator to measure the service quality of large scientific instrument sharing platform.In order to analyze the user's service experience on the large scientific instrument sharing service platform objectively,firstly the concept analysis of user expectations and perceived performance for measuring user satisfaction is finished.Secondly the public service input/output indicators and service performance evaluation indicators of the scientific instrument sharing platform coupling was performed,and finally a user satisfaction structure equation model was established based on shared service data of a large scientific instrument sharing service platform in Yunnan province.The model passed the fit index test,and the path analysis results were convincing.The advantage of this method is that it avoids the“interaction failure phenomenon”that may occur in the questionnaire survey,and provides a calculation basis for the objective evaluation of user satisfaction by large instrument management units.
作者
吴斌
李鑫
邬平
邓艺
Wu Bin;Li Xin;Wu Ping;Deng Yi(Department of Information Center,Yunnan Academy of Scientific&Technical Information,Kunming 650051,China)
出处
《中国科技论坛》
CSSCI
北大核心
2021年第1期17-23,共7页
Forum on Science and Technology in China
基金
云南省科技计划项目公共科技服务平台专项“云南省科技管理信息系统建设(三期)”(202005AH070003)
中央引导地方科技发展专项“云南大型科研仪器设备协作共用综合服务平台项目”(YDZX20175300003425)。
关键词
大型科研仪器共享
感知绩效
用户满意度
结构方程模型
Sharing of large scientific research instrument
Perceived performance
Customer satisfaction
Structural equation model
