Abstract:

The geological information provided by geological archives can be widely used in every aspects of economy and social development. As China’s economy goes on fast, the geological archives are demanded more and more. Its public service quality has become a focus. This paper, based on a definition of connotation and customer satisfaction concept, constructs an index system to evaluate the customer’s satisfaction, and applies AHP to determine the weight of each index. A questionnaire was carried out in the national geological archives with results analyzed to present suggestions increasing customer’s satisfaction in public service of geological archives.

Key words: geological archives, public services, customer satisfaction, AHP, index system

摘要：

地质资料所提供的地质信息可以广泛应用于国民经济建设和社会发展的方方面面。随着我国经济的快速发展，人们对地质资料的需求日益增长，地质资料的社会化服务质量已成为人们普遍关注的一个焦点问题。在对地质资料社会化服务内涵和顾客满意度概念详细论述之后，本文构建了地质资料社会化服务满意度评价指标体系，并运用层次分析法确定了各指标的权重；对全国地质资料馆进行了问卷调查，并对调查结果进行了统计和分析；提出了提高地质资料社会化服务顾客满意度的建议。

关键词: 地质资料, 社会化服务, 顾客满意度, 层次分析法, 指标体系