摘要
用户满意度指数研究对网络检索工具服务质量的提高有着重要意义,本文以CCSI(Chi- na Customer Satisfaction Indexes,中国顾客满意度指数)为测评理论模型,依据网络搜索引擎的具体情况,构建了一套评价体系,并以国内外两大搜索引擎网站百度和雅虎为例进行了用户满意度的测评,并根据测评结果进行分析和比较。
The customer satisfaction index number research is very important to enhance the service efficiency of the Intemet Searching Tools. According to the concrete circumstance of the search engine, this paper presents an CCSI- based evaluation framework. And it is applied in the evaluation and data analysis of Baidu and Yahoo.
出处
《情报科学》
CSSCI
北大核心
2007年第11期1659-1663,共5页
Information Science
