国家科技报告服务系统用户调查及服务优化策略研究

User Survey and Service Optimization Strategy of the NSTRS

针对国家科技报告服务系统目前服务存在的问题,提出相关优化对策,以推动科技报告实现价值最大化。基于科技报告服务业务实践,结合5R营销理论,通过问卷调查获取用户关联、用户体验、用户需求等一手数据,识别服务优化关键问题。调研显示,用户对NSTRS总体使用感受较好、认可度较高,但在系统性能、资源获取与整合、服务细化等方面仍有很大提升空间。以用户为中心,从加强用户关联提升系统知晓度、响应用户需求提升用户感受、建立良性互动关系强化用户认可3个层次构建NSTRS服务优化方案,为深化服务促进科技报告传播提供参考。

This paper proposes a service optimization strategy to address the current problems in National Science and Technology Report Service(NSTRS),and promote maximization of the value of technical reports.Based on business practice of technical report services,combined with the 5R marketing theory,the questionnaire survey method is used to obtain first-hand data on user associations,user experiences,user needs,and identify key issues in service optimization.The survey shows that users generally have a good feeling and high recognition of NSTRS,but there is still significant room for improvement in system performance,resource acquisition and integration,and service refinement.Taking users as the center,the NSTRS service optimization plan is constructed on three levels:strengthening user connection to enhance system awareness,responding to user needs to enhance user experience,and establishing positive interactive relationships to strengthen user recognition.This provides reference for deepening services and promoting the dissemination of technical reports.