Research On The Factors Affecting The Satisfaction Of Archive Utilization Service In National Comprehensive Archives

In the era of building a service-oriented government,similar words such as"utilization","service","public service","public service capability",and "user satisfaction" appear more frequently in archive-related policy documents and conference contents.Improving service capability and user satisfaction has become the direction of archive work transformation in the new era.As the main force of archive system in our country,comprehensive archives are the main undertakers of national archive work.They must keep up with the trend of the times,actively improve their service capability,and provide users with better service.Therefore,it is very necessary to study the factors affecting the satisfaction of archive utilization service in the comprehensive archives.The satisfaction of archive utilization service refers to the emotional experience and attitude evaluation of the overall service provided by the archive.It is subjective and difficult to quantify,so it is more suitable to use qualitative research method.Based on the authentic experience of using archive in S Archive and referring to the opinions of experts,the author designs an interview outline around the research question.In the selection of interview samples,users of "academic utilization" and "actual utilization" are mainly invited.Through interviews with 18 users of archive utilization,more than 150,000 words of interview texts are obtained.The interview texts are thoroughly analyzed by using the three-level coding method of grounded theory.Finally,the influencing factors of satisfaction of archive utilization service in comprehensive archives are summarized and the theoretical model is constructed.It is found that "search system","librarian quality","utilization regulation","utilization environment","archive resource" and "user differences" all affect the satisfaction evaluation of archive users,but the degree of influence is not the same.The three factors of "search system","librarian quality" and "utilization regulation"(in the order from high to low)have greater influence,while the three factors of "utilization environment","archive resource" and "user differences" have less influence.In the influencing factor of the "search system","search method","presentation of search result" and friendly interactivity" are more important.In the influencing factor of"librarian quality","service consciousness" is slightly more important than"professional ability.In the influencing factor of "utilization regulation","using method" is the most important.In the influencing factor of "utilization environment","prompt identification" and "infrastructure" are more important.In the influencing factor of "archive resource","reliability" is the most important,and "processing degree" and "openness" are second most important.In addition,in the influencing factor of "user differences","ability differences" has a greater impact on the satisfaction evaluation of archive users than the "professional understanding".