档案中介服务质量评价指标体系构建研究——基于SERVQUAL和RATER理论模型视角  

The Construction of Evaluation Indicators System for Measuring Service Quality of Archives Agency——Based on the Theoretical Model Perspective of SERVQUAL and RATER

作　　者：张根水[1] 

机构地区：[1]南方医科大学

出　　处：《浙江档案》2015年第2期23-25,共3页Zhejiang Archives

摘　　要：档案中介服务质量评价的基础是构建指标体系以及确定各指标权重。本文借助SERVQUAL模型和RATER指数的评价维度和理念,结合实际探索构建基于客户评价的5个维度共计14个具体指标构成的档案中介服务质量评价指标体系,并测算各指标权重,以期为评价档案中介服务提供参考借鉴。The study of service quality measurement system of archives agency aims to build the evaluation indicators system and to determine the relative weights among the measure dimensions based on the SERVQUAL model and the concepts of RATER. We have set up a measure system containing five dimensions with fourteen specific indicators which contribute to different weights for evaluating the service quality of archives agency based on client assessment. And the value of this study is to provide a reference to the administrative department of archives, archives agencies and the public for making decisions.

关 键 词：SERVQUAL模型 RATER指数 档案中介机构 服务质量 评价体系 

分 类 号：G279.2[文化科学—档案学]