用户感知视角下档案网站服务质量影响因素研究

Research on Influencing Factors of Service Quality of Archives Website from the Perspective of User Perception

[目的 /意义]细化用户感知维度下的影响因素,构建档案网站服务质量影响因素模型,为高效、优质的档案网站服务奠定基础。[方法 /过程]通过预调研开放问题完善影响因素,构建档案网站服务质量影响因素假设模型,应用SPSS软件及探索性因子分析方法对假设模型进行检验和修正,并对修正后的模型进行讨论。[结果 /结论]结合线上服务特点,从用户感知角度提炼出33个影响因素,从用户特征与服务费用、导航与交互、信息资源基本价值、平台与运行、服务功能、信息资源延伸价值、页面设计、检索功能8个维度为档案网站优质服务提出合理建议。

[Purpose/Significance] Refining the influencing factors of user perception dimension, and constructing the influencing factors model of service quality of archives website, so as to lay the foundation for efficient and high-quality archives website service. [Method/Process]Based on the pre-investigation and opening problems, constructing a hypothesis model of influencing factors of archives website service quality. The hypothesis model is tested and corrected by SPSS software and exploratory factor analysis method, and the revised model will be discussed later.[Result/Conclusion]Combining with the characteristics of online services, extracting 33 factors from the user perspective： the user＇s characteristics and service cost, navigation and interaction,information resources basic value, platform and operation, service function, information resource extension value, page design, retrieval function of eight dimensions to put forward reasonable suggestions for archives website quality service.