中小企业的咨询服务质量研究——基于公共图书馆DRS的探讨

uality evaluation of the consulting service of small- and medium- sized enterprises:a discussion based on the DRS of public library

在有限的人财物支付情况下提高中小企业信息咨询服务的质量,是国民经济健康发展的关键。咨询服务质量指标体系的建立及咨询服务质量控制对咨询服务质量的提高至关重要。本论文探讨了在数字化网络化信息环境下政府委托公共图书馆对中小企业进行免费咨询服务的可能性与现实性,为政府有效监控咨询服务质量建立了质量指标体系并基于质量指标体系设计了服务质量控制措施。

To elevate the consulting service quality of small-and medium-sized enterprises（SMSE） is the key to the healthy development of national economy in the circumstances of limited manpower,property and resources.Index system and quality control are very important to improve the consulting service quality.On the basis of discussing the possibility and practicality that the government entrusts the public library with free consulting service to small-and medium-sized enterprises under the digital network information environment,this paper presents the strategies for constructing the quality index system which enables the government to supervise enterprises’ consulting service quality and designs the service control based on this system.