Research On The Influencing Factors Of Service-quality Of Public Archives Based On User Perceived

With the development of t he archives, career and the improve ment of social archive consciousness, the public understanding of archive s also gradually in-de pth, user de mand for the archives on the rise, and therefore the archival value are promine nt. Archival institutions as bearers of the development of archive s, which are achieved by the traditional role of the archives keeper to the archive server role c hanges, provide ser vice to user as the main task has become archival institutions work purposes. The arrival of information age makes users more pursuit quality of archival services; the demand for archive ser vices is also more diversifie d. As one of archive service agency, Public Archives should adhere to the user as the wor k center, should treat archives service as the purpose of archive w ork, and should provide high-quality ser vices to the archive users. But after reading the literature and analyzing of domestic studie s on archive service, the author found that although there are lots of researches about archive service, but relatively little study of public archive s from the user’s perspective to public archive s research is even more scarce. Therefore, this article selects the public archives as t he research object, research on the public archive service from the perspective of the user perceived, analytical factors which have effects on the quality of archive service and then put forward the countermeasures to enhance the quality of public archives service.The user perception theory as the the oretical foundation of this paper, constructing service quality factors affecting system of public archive s through mode l building method, and by analyze the relationship between influencing factors and archive s ser vice-quality, and put forward the countermeasures so that we can enhance the quality of public archive s ser vice. This pa per consists of six different detailed chapters, including the introduction, theoretical foundation and research status. And also the research on relationship among archive user demands、expectations and quality of archive s service, influencing factors of service quality, the countermeasures to enhance the quality of public archives service and conclusions are included.The first c hapter is an introduction about the research background, significance of the topic, research ideas and research methods, and innovations of this research will be described.The second c hapter is about theoretical foundation and research status, through literature reading and using visual analysis software to analysis the relevant literature; introducing the user perception theory, public ser vice theory, Public Archive s user perception theory to provide a theoretical foundation for this paper.Chapter III is one of the critical c hapters of this paper, including the research on relationship between demands expectation and quality of public archives. First, propose the conce pts of user demands and user expectation, and introduce the formation of demands, constitution of user expectation. Analyze the diversity of demands and the rationality of expectation; second, according to research results, combine d with the characteristics of archival services so that we could research an discuss the relationship between expectations and demands; finally, through the questionnaire, mode l building method, correlation and regression analysis, to inferred the relationship between user demands and expectations, user expectations and service quality.Chapter IV is another critical chapter of this paper. The purpose of this chapter is to study the influencing factors of public archives service quality. First, initially identified factors that influe nce the archive service quality based on the survey’s result, asking the professional teachers for guidance so that we can complete the que stionnaire; second, according to the result of influe ncing factors extraction, preliminary construct the system of factors which have effects on the quality of public archives ser vice, then correct the system model eve ntually form a rational system model; finally, through correlation analysis, analyze the impact of various factors on the quality of services and to analyze the relationship between the archive service quality’s various factors.Chapter V is the countermeasures to enhance the quality of public archive s service. The countermeasures base d on the research conclusion of chapter IV so that the countermeasures have more operability and direction and the n the qualit y of public archive s service can be improved.The sixth chapter is the c onclusion, summarize the relationship between demand s and expectations of public archives services, summarize the relationship between expectations of service a nd quality of service; summarize the System Model of public ser vice quality factors. And explain to the imperfections of this study; point out the direction of future research.