A systems framework is presented for the evaluation of online bibliographic retrieval services by determining the interrelationships among the procedures in search request processing, the client's gain in knowledge, and the degree of client satisfaction. The application of the framework to an evaluation of the Educational Information System for Ontario (EISO) is described. Findings indicate that the strongest relationships are between process variables such as the number of citations printed and price; price and satisfaction; and between the amount learned and satisfaction. The negative relationship between price and satisfaction suggests that services which charge must be aware that clients are rating the service as well as the product. Future research is needed to discover variables that determine the amount a client learns from a search, since this information would give the search analyst a better understanding of when and how a search should be conducted. (Author/MBR)