The Study Of The Classification Of Elements Of Network Information Service In Public Archives Based On The Kano Model

With the development of Internet and communication technology,Public Archives began to provide information services by Internet after 1990s,users'demand for archival information increased gradually and become diversified.The user is the starting point and destination of the Public Archives providing information service.It is of strategic importance to make service decisions and guide the service process of the Public Archives.Public Archives should analyze user satisfaction,develop and use different management strategies,methods and technologies to maintain and improve user satisfaction for the reason that it is a service institution that provides archives to the public and the society,and it should focus on improving service quality and meeting user needs,so as to enhance user satisfaction.Different factors of service have different effects on user satisfaction.According to the two dimensional theory of satisfaction,the relationship between the quality of service and the satisfaction of users is not a positive linear relationship.The Kano model considers that different product or service elements have different influences on user satisfaction.Therefore,this paper uses the Kano model to classify the elements of the network information service of the Public Archives which will affect user satisfaction.Firstly,this article introduced the background of the topic,the development and research status of the network information service at home and abroad,and discussed the theoretical basis of this article which includes Public Archives network information service,quality of service and user satisfaction,Kano model,etc.Secondly,it illustrates the concrete methods and processes of empirical research which is the core part of the article.The first step is to arrange and design the 5 dimensions and 25 service elements of the network information service of the Public Archives by drawing on the dimension of the SERVQUAL service quality gap model,the results of the literature analysis and the results of expert consultation.The second step is to design the Kano survey questionnaire and the importance survey questionnaire for the Public Archives network information service based on the Kano model theory and the Likert scale.The third step is the distribution and recovery of the questionnaire,which is conducted through the network,the effective recovery rate of two sets of questionnaires were 177%and 169%.The fourth step was to analyze the reliability and validity,and the results showed that the reliability and validity of the questionnaire were all good.The fifth step is to calculate the Kano categories of the elements and dimensions through the element classification method of the Kano model,then carrying out the mixed class analysis,the Better-Worse index analysis and the importance analysis to make up the shortcomings in the Kano model analysis.Finally,analyzed and studied the 5 dimensions and 25 elements of the network information service of the Public Archives according to the data analysis results of the empirical study,in order to put forward the management strategy for the management staff of the Public Archives and improves the satisfaction of the users.