Abstract:

This paper constructs users’ satisfaction model of retrieving quality based on customer satisfaction theory. It investigates users’ satisfaction and analyzes key factors impacting satisfaction and the influencing mechanism. The result shows that user’s overall quality satisfaction can be used as latent variable indicated by three observation variables, and can be used as observation variable of “overall quality satisfaction”. The two models are similar in the influencing mechanism, but the influence degree is different. The overall satisfaction as a latent variable can better explain the influence factors.

Key words: Information resources quality, 　User&rsquo, s satisfaction model, 　Quality of retrieval results, 　Influencing mechanism