基于用户体验的数字档案馆服务质量影响因素研究  

Research on Influencing Factors of Service Quality of Digital Archives Based on User Experience

作　　者：罗宝勇[1] 周丽[2] LUO Bao-yong;ZHOU Li(School of Humanities,Nanchang University,Nanchang 330031;Document Information Center,Fudan University,Shanghai 200433)

机构地区：[1]南昌大学人文学院,南昌330031 [2]复旦大学文献信息中心,上海200433

出　　处：《山西档案》2021年第1期41-54,共14页Shanxi Archives

基　　金：江西省高校人文社会科学研究规划项目“基于用户体验的数字档案馆服务创新机制研究”(项目编号:TQ17205)的阶段性研究成果。

摘　　要：[目的/意义]从用户体验视角对影响数字档案馆服务质量的因素进行分析与探讨,构建数字档案馆服务质量影响因素模型,基于此提出数字档案馆服务质量优化策略。[方法/过程]采取文献调研法和专家访谈法,初步提取影响数字档案馆服务质量的因素并建立假设模型,使用SPSS软件,运用探索性因子分析方法对假设模型进行修正及检验,对修正后的影响因素模型展开分析与阐释。[结果/结论]数字档案馆服务质量影响因素包括资源价值与利用保障、服务过程与用户特征、系统功能与服务基础、用户画像与资源开发四个维度。基于此,针对性地提出基于用户体验的数字档案馆服务质量的优化路径。[Purpose/significance]This paper analyzes and discusses the factors affecting the service quality of digital archives from the perspective of user experience,and builds a model of the influencing factors of digital archives service quality.Based on this,the paper proposes the optimization strategy of digital archives service quality.[Method/Process]This paper adopts literature research method and expert interview method to extract the factors affecting the service quality of digital archives,and it establishes a hypothesis model.Then,it uses the exploratory factor analysis method to modify,test and interprete the hypothesis model with SPSS software.[Result/Conclusion]The factors affecting the service quality of digital archives include resource value and utilization guarantee,service process and user characteristics,system function and service basis,user portrait and resource development.Based on this,the related strategies based on user experience is proposed.

关 键 词：用户体验 数字档案馆 服务质量 影响因素 

分 类 号：G270[文化科学—档案学]