摘要
2013年华南农业大学图书馆采用网络调查方式,对CALIS分布式联合虚拟参考咨询服务进行满意度调查。文章利用象限分析法从咨询系统、服务效果和信息控制三个维度对调查结果进行图形分析,并对咨询问题回复质量从用户层面进行了重点分析,归纳出影响CALIS分布式联合虚拟参考咨询服务质量的主要因素,在此基础上提出改进虚拟参考咨询服务质量的相应措施。
In 2013, South China Agricultural University made CVRS satisfaction survey with web - based approach. The paper analyzed the survey result using quadrant analysis from three service dimensions （ CVRS system, service effectiveness, information control）, and focused on analyzing the reference questions quality from different customer. Based on the result of the analysis, the paper summed up the factors affecting the CVRS service quality and provided some solutions to improve the CVRS quality.
出处
《高校图书馆工作》
CSSCI
2014年第6期36-38,72,共4页
Library Work in Colleges and Universities
关键词
CVRS
用户
满意度
服务质量
象限分析法
CVRS. Customer. Satisfaction. Service quality. Quadrant analysis.
