本文選題：公共檔案館 + 用戶感知　； 參考：《吉林大學》2017年碩士論文

【摘要】：隨著政府信息公開的不斷推廣,大眾檔案意識的不斷提升,檔案館服務意識的逐步增強,促使檔案館角色定位發(fā)生較大改變:由傳統(tǒng)檔案保管機構向服務機構轉變。檔案館也在通過各種途徑不斷努力向用戶提供更加科學合理、優(yōu)質(zhì)的服務,因此,提高檔案館服務質(zhì)量近年來一直是檔案研究的熱門領域。但筆者閱讀文獻發(fā)現(xiàn),雖然針對檔案館服務質(zhì)量的研究較多,其研究思路卻基本一致:一是構建檔案館服務質(zhì)量評價體系、模型的方法大多是定性方法,評價體系全面性與精細度存在較大提升空間;二是評價檔案館服務質(zhì)量的各項指標基本是從檔案館自身角度選取的,并不能直接反應用戶對檔案館服務的真實感受,導致檔案館服務質(zhì)量優(yōu)化措施不具備較強的實際操作性與針對性�；诖�,本文選取公共檔案館為研究對象,從用戶感知角度,利用定性與定量相結合方法構建公共檔案館服務質(zhì)量評價指標體系,對xx檔案館進行實證研究,進而提出具備較強針對性與實際操作性的服務質(zhì)量優(yōu)化對策。從研究內(nèi)容上,本文分為六章,主要從公共檔案館用戶感知服務質(zhì)量評價的相關理論,評價指標體系的構建、實證、服務質(zhì)量的優(yōu)化等方面進行研究。第一章闡述公共檔案館用戶感知服務質(zhì)量評價的研究背景,講述進行此項研究的迫切性和必要性。第二章閱讀國內(nèi)外相關文獻,全面系統(tǒng)地了解國內(nèi)外檔案館服務研究現(xiàn)狀,利用可視化軟件分析研究對象、研究內(nèi)容,明確研究熱點及研究趨勢,以此為基點再次體現(xiàn)本文研究意義,并對相關理論基礎進行說明。第三章構建公共檔案館用戶感知服務質(zhì)量評價指標體系,為本文核心章節(jié)之一。從用戶感知角度構建公共檔案館服務質(zhì)量評價指標體系,借助SPSS,利用探索性因子分析法檢驗評價指標體系,根據(jù)結果修正評價指標體系,確定各項指標權重。第四章公共檔案館用戶感知服務質(zhì)量評價實證研究,是本文核心章節(jié)之一。對xx檔案館進行實證研究,依據(jù)公共檔案館用戶感知服務質(zhì)量評價指標體系,通過問卷調(diào)查法獲取實證數(shù)據(jù),根據(jù)實證結果分析xx檔案館服務質(zhì)量。第五章xx檔案館服務質(zhì)量優(yōu)化對策。參照第四章實證結果指出xx檔案館服務質(zhì)量的具體優(yōu)化措施,提高xx檔案館的用戶滿意度。第六章研究結論與研究展望。分析討論公共檔案館用戶感知服務質(zhì)量評價指標體系及優(yōu)化xx檔案館服務質(zhì)量的具體對策;總結研究過程的不足之處,為未來研究方向提供支撐與參考。
[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.
【學位授予單位】：吉林大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：G273.5

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