基于用户感知的公共档案馆服务质量影响因素研究

Research on Influence Factors of Public Archives Service Quality Based on User Perception

[目的 /意义]以用户感知理论为基础,从用户视角对公共档案馆服务质量影响因素进行分析与探讨,构建公共档案馆服务质量影响因素体系模型,为服务质量的评价与优化奠定基础。[方法 /过程]采取开放性问卷调查和访谈法分别向档案用户及档案专业人士进行数据获取,对问卷及访谈记录内容进行分析,初步提取档案服务质量影响因素,根据提取结果重新设计调查问卷并进行数据收集。利用因子分析、模型构建及相关性分析、回归分析构建出公共档案馆服务质量影响因素体系模型,并就各个影响因素及各因素之间的相互作用机理进行分析。[结果 /结论]通过因子分析共提取6个因子作为公共档案馆服务质量影响因素,每个影响因素又通过更为具体的观测变量来体现,最终构建出影响因素体系模型;回归结果显示出各个影响因素对服务质量的影响程度,同时根据档案服务工作实践特点,得出各个因素相互之间的作用机理。

[Purpose/significance] Based on the user perception theory, this paper analyzes and discusses the influencing factors of public archives service quality from the perspective of users, and builds a system model of influence factors of public archives service quality, to lay the foundation for the evaluation and optimization of service quality.[Method/process] Firstly, it takes an open questionnaire to archive users and interviews to archive professionals, analyzes the contents of questionnaire and interview, preliminarily extracts the influence factors of archive service quality, and then redesigns the questionnaire based on extraction results and data collection. Secondly, it constructs a system model of influence factors of public archives service quality with factor analysis, model building and correlation analysis and regression analysis. Thirdly, it analyzes each of various factors and the mechanism of interaction among various factors.[Result/conclusion] Six factors influencing public archive service quality are extracted by factor analysis, each of them is reflected with more specific observed variables, and the system model of influence factor is built. The regression results show the impact of various factors on the degree of service quality, then the mechanism of interaction among various factors is get according to characteristics of archives service practice.