基于Kano模型的公共档案馆网络信息服务要素分类研究

The Study of the Classification of Elements of Network Information Service in Public Archives Based on the Kano Model

在当前,公共档案馆服务质量和满意度的研究已经成为档案学界关注的重点。本文首先通过文献研究并结合专家咨询,构建了影响公共档案馆网络信息服务质量的要素,并设计和发放了Kano调查问卷和重要度调查问卷;其次,根据回收的数据进行Kano模型分析、混合类分析、基于Better-Worse指数的分析和重要度分析;最后,对Kano模型分析、混合类分析和重要度分析所确定的Kano类别进行分析,为公共档案馆网络信息服务提供管理策略,并根据Better-Worse指数,结合象限分析法,识别出改善某项服务要素时对提高用户满意度和防止用户不满意程度的影响,以期改善公共档案馆的服务质量,并使用户满意。

At present, the research on the quality of service of public archives and the customer satisfaction has become the focus of archivists.Firstly, this article constructes the elements that influence the quality of information service of public archives through literature research and expert consultation, the Kano survey questionnaire and the importance degree questionnaire are also designed and distributed.Secondly, the Kano model analysis, mixed class analysis, Better-Worse index analysis and importance analysis are carried out according to the recovered data. Finally, it analyzes the Kano categories determined by Kano model analysis, mixed class analysis and importance analysis, and provides management strategies for public archives network information service. And it identifies the impact of improving user satisfaction and preventing user dissatisfaction when improving a service element according to the Better-Worse index and the quadrant analysis method, in order to improve the service quality of the public archives and make the customers satisfied.