公共档案馆用户感知服务质量评价实证研究  

An Empirical Research on Service Quality Evaluation of Public Archives Based on User Perceived

作　　者：鞠晓伟[1] 邓君[1] 孟欣欣[1] 

机构地区：[1]吉林大学管理学院,长春130022

出　　处：《图书情报工作》2017年第20期63-70,共8页Library and Information Service

基　　金：国家社会科学基金项目"公共档案馆用户感知服务质量评价与优化研究"(项目编号:15BTQ081)研究成果之一

摘　　要：[目的 /意义]基于用户感知角度对公共档案馆服务质量评价进行实证研究,为切实有效提升公共档案馆服务质量提供有力支撑。[方法/过程]通过问卷调查法和探索性因子分析法构建公共档案馆用户感知服务质量评价指标体系,运用因子分析法确定各项评价指标权重,并选取2个具有代表性的公共档案馆进行实证研究。[结果 /结论]所构建的评价指标体系具有科学性与合理性,在档案馆用户感知服务质量评价实践中具有易操作性。对比分析公共档案馆服务过程中的优势与不足,为改进公共档案馆服务质量提供参考。[ Purpose/significance ] A comprehensive analysis and in-depth discussion on the service quality evaluation of public archives based on user perceived is made to provide strong supports for effectively improving the service quality of public archives. [ Method/process]The questionnaire survey method is used to construct the pre-design of evaluation index system of public archives service quality based on user perceived. The exploratory factor analysis method is used to revise the pre-design index system twice, and finally the evaluation index system of the public archives service quality is built based on user perceived and the secondary index weight, and two representative public archives for empirical research is selected. [ Result/conclusion] In the theoretical sense, the evaluation index system based on user perception provides a new perspec- tive for the evaluation of service quality of public archives. In practice, this paper enhances the effect of public archives service and improves user satisfaction through the evaluation of service quality of public archives.

关 键 词：公共档案馆 用户感知 服务质量 

分 类 号：G273.5[文化科学—档案学]