摘要
科学定量地评估2008年北京奥运及演练期间气象信息服务所产生的社会经济效益,是奥运气象服务的一项重要工作,同时也是当前工作中的薄弱环节。在简要评述了近年来有关评估研究工作的基础上,综合应用了社会问卷调查、高端用户深度访谈等定量和定性研究相结合的方法,构建了满意度指数体系,包括了解和满足用户的需求、预报发布时间和时效、用户对气象服务所产生效益的判断、奥运气象服务手册、用户指南和网站等服务和宣传手段,服务人员能力、针对不同预报要素的预报准确度、用户的未来意向以及对气象部门的整体印象等8类综合指标。首次提出了天气服务用户满意度指数(CSIWS),并以2006年女垒奥运测试为例进行实证分析,通过数学模型计算了奥组委等高端用户群的满意指数,来定量测量用户群对奥运气象信息服务的期望度和满意度。结果显示,用户对气象部门整体印象最满意,也发现目前奥运气象信息服务中存在的问题和改善的契机,在引导和挖掘用户需求、完善奥运气象宣传手册或用户服务指南以及广为宣传奥运气象官方网站等方面还要下功夫。
It is very important to have scientifically and quantitatively c impact studies during 2008 Beijing Olympic Games and Olympic trial meanwhile, it is a weakness at present. Based on reviews of relative literatures, it integrates the social survey and depth interview with VIP customers like BOCOG （ Beijing Organization Committee of Olympic Games ） and so on by combining with qualitative and quantitative methods. It constructs customer＇s satisfaction indices, which includes eight multi-items to measure the satisfaction degree of fixed customer group, i.e. realizing and meeting the needs of BOCOG, time and efficient of weather service, social benefit judgment by customers, customer＇s meteorological manual and dissemination approaches, meteorologist＇s ability, forecast accuracy of different meteorological factors, future choice after competitions and comprehensive impression on meteorological sections etc. It is the first time to put forward the Customer Satisfaction Index of Weather Service （CSlWS）. Taking 2006 women＇s fast pitch world championship as a case study, some quantitatively results are measured. They show that customers satisfy with comprehensive impression and endeavors of meteorological bureau. Some disadvantages show that we should try our best to lead and exploit customers＇ needs, produce various customers＇ manual and general public＇s weather guidebooks, to improve the hit rate of our official meteorological websites of OG.
出处
《气象》
CSCD
北大核心
2007年第3期89-94,共6页
Meteorological Monthly
基金
科技部国际科技合作重点项目<北京奥运会国际天气预报示范计划支持技术研究>
