社区信息服务顾客满意度测评研究

发布时间：2018-06-24 08:41

本文选题：社区信息服务 + 顾客满意度　；参考：《湘潭大学》2011年硕士论文

【摘要】：20世纪60年代,西方国家提出了社区信息服务的概念,将社区信息服务定义为“帮助个人或团体解决日常问题、参与民主进程的服务,服务重点是人们所面临的至关重要的问题,即与其家庭、职业和权利有关的问题”。20世纪90年代初,社区信息服务理论传入我国,以政府、公共图书馆、社区图书馆等公共部门为提供主体的社区信息服务在促进信息公平、满足社区居民信息需求、完善社区服务方面体现出了极大的公益价值和社会效益。近年来,随着我国信息产业、信息技术的迅速发展与社区信息化基础设施的逐步完善,社区信息服务呈现出提供主体多元化、服务内容多样化、服务方式智能化等新的特点。不论信息服务提供主体及服务方式如何迥异,社区信息服务始终立足社区,始终以满足社区居民信息需求为价值量度及最终目标,从新公共管理思想的角度来看,社区信息服务的“顾客”是社区居民,“顾客满意”就是社区信息服务建设的目标。因此,本文从顾客的视角对社区信息服务进行测评研究,构建了社区信息服务顾客满意度指数模型。首先,论文通过对相关概念的界定,结合社区信息服务的发展趋势与特点,分析社区信息服务的内涵,并从社区信息服务的发展历程、服务内容、服务性质、服务宗旨、服务对象等方面构建了社区信息服务建设的理论框架。根据顾客满意度研究的相关成果、结合社区信息服务的特点,提出了社区信息服务顾客满意度的内涵,并对顾客满意度的形成机理进行了分析。其次,论文通过对经典顾客满意度指数模型及建模思想的回顾,结合社区信息服务体系的特点,从顾客使用信息服务的角度,选取潜在变量和相关可测变量,提出结构关系假设,构建社区信息服务顾客满意度指数模型。最后,论文以湘潭市雨湖区为调查对象,根据建立的社区信息服务顾客满意度指数模型,编制调查问卷并进行样本和数据分析,运用偏最小二乘法(PLS)对测评模型进行检验和参数求解,通过实证研究检验模型的可行性,并给出改进社区信息服务的相关建议。
[Abstract]:In the 1960s, the western countries put forward the concept of community information service, which defined community information service as "service to help individuals or groups solve daily problems and participate in democratic process." Service focus is the most important problem that people face, that is, the problems related to their family, occupation and rights. In the early 1990s, the theory of community information service was introduced into our country to government, public library, The community library and other public departments for providing the main body of community information services in promoting information fairness, to meet the information needs of community residents, improve community services has shown a great public and social benefits. In recent years, with the rapid development of information industry, information technology and the gradual improvement of community information infrastructure, community information service presents new characteristics such as the diversification of the main body, the diversification of service content, the intelligence of service mode, and so on. No matter how different the information service providers and service ways are, the community information service is always based on the community, always to meet the information needs of the community residents as the value and ultimate goal, from the perspective of the new public management ideas, The "customer" of the community information service is the community resident, and "customer satisfaction" is the goal of the community information service construction. Therefore, this paper studies the evaluation of community information services from the perspective of customers, and constructs a customer satisfaction index model of community information services. First of all, through the definition of related concepts, combined with the development trend and characteristics of community information service, the paper analyzes the connotation of community information service, and from the development process of community information service, service content, service nature, service purpose. The theory frame of community information service construction is constructed in the aspects of service object and so on. According to the research results of customer satisfaction and the characteristics of community information service, this paper puts forward the connotation of customer satisfaction of community information service, and analyzes the forming mechanism of customer satisfaction. Secondly, by reviewing the classical customer satisfaction index model and modeling ideas, combining the characteristics of community information service system, the paper selects potential variables and relevant measurable variables from the perspective of customer using information service. Put forward the hypothesis of structure relation, construct the customer satisfaction index model of community information service. Finally, according to the established customer satisfaction index model of community information service, the paper takes the Yuhu District of Xiangtan City as the research object, and makes the questionnaire and carries on the sample and the data analysis. The partial least square (PLS) method is used to test the evaluation model and solve the parameters. The feasibility of the model is tested by empirical research and some suggestions for improving the community information service are given.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2011
【分类号】：C916;F224

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