国外两种网站信息服务管理质量评价体系的分析与综合

网站信息服务管理质量的评价对于现代化信息服务管理来说意义重大。文章首先对网站信息服务管理质量评价的内涵进行了说明；其次，分析了基于ITIL的网站信息服务管理质量评价体系，指出了该评价体系的局限性以及缺陷；然后，分析了基于用户满意度的网站信息服务管理质量评价体系，讨论了该评价体系的导人原因以及优点；最后，将两者进行了综合，建立了更加全面系统、面向用户的网站信息服务质量综合评价指标体系。该综合评价指标体系能更加有效地对网站信息服务管理的质量做出评价，从而使网站信息服务管理的质量得到不断的改进和提高。

Analysis and Synthesis on Two Kinds of Abroad Websites Information Service Management Quality Evaluation System

The evaluation of the quality of website information service management is very significant and es- sential for modem information service management. Firstly, this paper gives a brief account of the connotation of the evaluation of the quality of website information service management; then analyzes the information service quality evaluation system for the website based on ITIL, and points out the limitation and the weak- ness of this evaluation system, and discusses the reason and the advantage of the evaluation system based on user satisfactory degree. Finally, by combining them, the article establishes the more completely user-ori- ented website information service quality evaluation system in order to measure the quality of website infor- mation service management more accurately, which can improve the quality of website information service management more effectively.