用户满意度测评的可靠性、有效性和实用性直接来源于测评的流程与技术应用,其中,调查方式、抽样技术以及调查邀请与督导构成了调查对象的控制技术,是数据采集范围的保证。指标体系、量表设计、问卷形式与处理构成了调查数据的控制技术,保证了数据采集的形式和质量。最后,数据统计分析和制图技术展现了测评的具体结果。 The reliability, validity and practicability of the user satisfaction assessment come directly from the evaluation process and technology application. Among them, the investigation methods, sampling techniques and the investigation invitation and supervision constitute the control technology of the investigation object, which is the guarantee of the data collection scope. Index system, scale design, questionnaire form and processing constitute the control of survey data to ensure the form and quality of data acquisition. Finally, data statistics analysis and mapping techniques show the concrete results of the evaluation.