——基于扎根理论的质性研究.PDFVIP

Special 专题 新媒体时代气象服务受众满意度调查问卷开发 ——基于扎根理论的质性研究 1 2 林鹏 李冰 (1 大连市气象局气象服务中心， 大连 116001；2 大连广播电视台， 大连 116021） 摘要：国际标准化组织制定“始于顾客需求, 终于顾客满意”标准，明确了行之有效的以客户满意度为宗旨的现在经营 战略方针。然后在气象服务领域，却缺乏一份适应时代潮流的受众满意度调查问卷。如何科学、准确、有效的了解气象 服务受众满意度是气象服务进一步完善的发展关键。旨在基于扎根理论，进行质、量结合的研究，开发编制出一套科学 有效的气象服务受众满意度测评量表，并以此进一步指导实际工作开展。 关键词：气象服务，满意度，扎根理论，质性研究，量表开发 DOI：10.3969/j.issn.2095-1973.2017.03.004 The Development of Satisfaction Questionnaire for Meteorological Service in New Media Era: A Qualitative Investigation Based on Grounded Theory 1 2 Lin Peng , Li Bing (1 Dalian Meteorological Bureau Meteorological Service Centre, Dalian 116021 2 Dongbei University of Finance and Economics, Dalian 116021) Abstract: The standard set by the International Organization for Standardization is ‘Begin in customer demand and service for customer satisfaction’. This standard provides various meteorological service units with a benchmark to fulfill their duties and clear the purpose of achieving high level of customer satisfaction. Currently, under the pressure of new media, it is pivotal to grasp the customer satisfaction on meteorological service scientifically and effectively. Based on the grounded theory, this paper aims to re-construct the score of customer satisfaction on meteorological service and develops a questionnaire about it. This scheme combines qualitative and quantities investigation. The questionnaire that we designed may be used to guide the actual work. Keywords: meteorological service, satisfaction, grounded theory, the qualitative investigation, questionnaire development 0