公共档案馆用户感知服务质量评价研究

发布时间：2018-06-10 15:23

本文选题：公共档案馆 + 用户感知　；参考：《吉林大学》2017年硕士论文

【摘要】：随着政府信息公开的不断推广,大众档案意识的不断提升,档案馆服务意识的逐步增强,促使档案馆角色定位发生较大改变:由传统档案保管机构向服务机构转变。档案馆也在通过各种途径不断努力向用户提供更加科学合理、优质的服务,因此,提高档案馆服务质量近年来一直是档案研究的热门领域。但笔者阅读文献发现,虽然针对档案馆服务质量的研究较多,其研究思路却基本一致:一是构建档案馆服务质量评价体系、模型的方法大多是定性方法,评价体系全面性与精细度存在较大提升空间;二是评价档案馆服务质量的各项指标基本是从档案馆自身角度选取的,并不能直接反应用户对档案馆服务的真实感受,导致档案馆服务质量优化措施不具备较强的实际操作性与针对性。基于此,本文选取公共档案馆为研究对象,从用户感知角度,利用定性与定量相结合方法构建公共档案馆服务质量评价指标体系,对xx档案馆进行实证研究,进而提出具备较强针对性与实际操作性的服务质量优化对策。从研究内容上,本文分为六章,主要从公共档案馆用户感知服务质量评价的相关理论,评价指标体系的构建、实证、服务质量的优化等方面进行研究。第一章阐述公共档案馆用户感知服务质量评价的研究背景,讲述进行此项研究的迫切性和必要性。第二章阅读国内外相关文献,全面系统地了解国内外档案馆服务研究现状,利用可视化软件分析研究对象、研究内容,明确研究热点及研究趋势,以此为基点再次体现本文研究意义,并对相关理论基础进行说明。第三章构建公共档案馆用户感知服务质量评价指标体系,为本文核心章节之一。从用户感知角度构建公共档案馆服务质量评价指标体系,借助SPSS,利用探索性因子分析法检验评价指标体系,根据结果修正评价指标体系,确定各项指标权重。第四章公共档案馆用户感知服务质量评价实证研究,是本文核心章节之一。对xx档案馆进行实证研究,依据公共档案馆用户感知服务质量评价指标体系,通过问卷调查法获取实证数据,根据实证结果分析xx档案馆服务质量。第五章xx档案馆服务质量优化对策。参照第四章实证结果指出xx档案馆服务质量的具体优化措施,提高xx档案馆的用户满意度。第六章研究结论与研究展望。分析讨论公共档案馆用户感知服务质量评价指标体系及优化xx档案馆服务质量的具体对策;总结研究过程的不足之处,为未来研究方向提供支撑与参考。
[Abstract]:With the continuous promotion of government information publicity, the continuous promotion of public archival consciousness and the gradual enhancement of the awareness of the archives service, the role orientation of the archives has been greatly changed: the traditional archival depository institutions have changed from the traditional archives to the service institutions. The archives are also constantly trying to provide users with more scientific and reasonable and high quality clothing through various ways. Therefore, improving the service quality of archives has been a hot field in archival research in recent years. However, the author's reading literature found that although there are more research on the quality of service in the archives, the research ideas are basically consistent: first, the construction of the quality evaluation system of archives service is the qualitative method, the evaluation system is comprehensive and the evaluation system is comprehensive. The fine degree has a greater promotion space; two is the evaluation of the quality of the archives service quality indicators are basically selected from the angle of the archives, and can not directly respond to the user's true feelings of the service of the archives, leading to the quality of the archives service quality optimization measures do not have strong practical and pertinence. Based on this, this article selects the public. The archives are the research object. From the perspective of user perception, the evaluation index system of the service quality of the public archives is constructed by the combination of qualitative and quantitative methods. The paper makes an empirical study on the XX archives, and then puts forward the strategy of optimizing the quality of service with strong pertinence and practical operation. From the research content, this paper is divided into six chapters, mainly from the public. The relevant theories of the evaluation of the quality of service quality of the common archives, the construction of the evaluation index system, the demonstration and the optimization of the quality of service. The first chapter expounds the background of the research on the evaluation of the quality of the user perceived service of the public archives, and tells the urgency and necessity of the study. The second chapters read the relevant literature at home and abroad, A comprehensive and systematic understanding of the status of the research on the service of archives at home and abroad, the use of visual software to analyze the research object, the research content, the research focus and the research trend, which is the base point to reflect the significance of this paper again, and explain the relevant theoretical basis. The third chapter constructs the evaluation index body of the user perceived service quality of the public archives. One of the core chapters of this article is to construct the evaluation index system of the service quality of the public archives from the perspective of user perception. By using SPSS, the evaluation index system is tested by the exploratory factor analysis method, and the index system is revised according to the results. The fourth chapter of the empirical Study on the quality evaluation of the users' perceived service quality of the public archives. One of the core chapters of this article is the empirical study of XX archives. According to the evaluation index system of the quality of service quality of the public archives, the empirical data are obtained through the questionnaire survey method, and the service quality of the XX archives is analyzed according to the empirical results. The fifth chapter XX archives service quality optimization countermeasures. The XX file is pointed out with reference to the empirical results of the fourth chapters. The specific optimization measures of the service quality of the museum, improve the user satisfaction of the XX archives. Sixth chapter research conclusions and research prospects. Analysis and Discussion on the evaluation index system of public archives user perception service quality and the specific countermeasures to optimize the service quality of XX archives; summarize the shortcomings of the research process and provide support for the future research direction. And reference.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G273.5

【参考文献】