国家科技报告服务系统用户满意度评价体系研究

Research of Customer Satisfaction Evaluation System to the National Science and Technology Reporting Services System

结合国内外学者对用户满意度的研究，利用层次分析法设计国家科技报告服务系统用户满意度评价指标体系，利用ExpertChoice软件科学计算各指标相对于总目标的权重，并利用问卷调查法调查判断用户对国家科技报告服务系统的满意度。在此基础上，对提高国家科技报告服务系统的用户满意度提出改进建议。

On the basis of the combination of foreign and domestic scholars research on customer satisfaction, using AHP design an evaluation indicator system about customer satisfaction to the National Science and Technology Reporting Service System. Using software Expert Choice calculate the weight of every index to the overall goal. Using questionnaire survey customer satisfaction to the National Science and Technology Reporting Service System and then determine customer＇s overall satisfaction evaluation to the current service system. Finally, putting forward several suggestions for improving customer satisfaction to the National Science and Technology Reporting Service System.