公共档案馆微信公众平台服务质量影响因素研究

Research on Service Quality Influencing Factors of Public Archives on We Chat Public Platform

[目的／意义]从用户感知的角度，构建公共档案馆微信公众平台服务质量影响因素模型，为公共档案馆服务质量优化奠定基础．，[方法／过程]通过问卷调查构建公共档案馆微信公众平台服务质量影响因素模型，使用SPSS软件，用探索性因子分析方法对假设模型进行检验，根据结果对假设模型进行修正，并对修正后的影响因素模型进行讨论。[结果／结论]从用户感知角度全面综合分析微信公众平台上公共档案馆服务质量影响因素的构成，主要包括服务过程与系统运行、用户特征与费用、档案内容的内部特征、档案内容的外部特征和公众平台界面设计5个维度以及服务交互性等25个影响因素。

[ Purpose/significance ] From the perspective of user perception, this paper aims to build public archives We Chat public platform service quality impact factor model for the public archives to lay the foundation for the optimiza- tion of service quality. [ Method/process ] Constructing the influencing factors model of public service quality of public archives by using questionnaire survey,using the SPSS software, the hypothesis model was tested by the exploratory factor analysis method, the hypothesis model was modified according to the results, and the modified influencing factors model was discussed. [ Result/conclusion ] This paper analyzed the influencing factors of the service quality of the public archives on the public platform from the perspective of user perception, including five dimensions of the service process and system operation, user characteristics and expenses, internal features of archival content, external features of archival content, and public platform interface design, service interaction and other twenty-five factors.