论文部分内容阅读
信息服务质量是用户在信息服务过程中感受到的功能质量和技术质量,功能质量是图书馆提供的有形资源质量;技术质量是图书馆提供的无形资源质量,前者易定量,后者易定性。信息服务质量不仅反映在服务的过程中,还应反映在用户对获取信息结果与效果的满意程度中,即体现在“以人为本”的获取信息的便利程度上。
The information service quality is the functional quality and technical quality perceived by users in the process of information service. The functional quality is the tangible resource quality provided by the library. The technical quality is the intangible resource quality provided by the library. The former is easy to quantify while the latter is easy to be qualitative. The quality of information service is not only reflected in the process of service, but also reflected in the user’s satisfaction with the result and effect of obtaining information, that is, the degree of convenience of obtaining information based on “people-oriented”.