| 基于需求驱动下的档案用户服务期望与服务 质量关系模型构建 |
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| 引用本文： | 邓君,张巨峰,孟欣欣,宋雪雁.基于需求驱动下的档案用户服务期望与服务 质量关系模型构建[J].图书情报工作,2016,60(16):14-25. |
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| 作者姓名： | 邓君 张巨峰 孟欣欣 宋雪雁 |
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| 作者单位： | 吉林大学管理学院 长春 130022 |
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| 基金项目： | 本文系国家社会科学基金项目“公共档案馆用户感知服务质量评价与优化研究”（项目编号：15BTQ081）和吉林大学基本科研业务费项目-科学前沿与交叉学科创新项目“社交媒体视阈下档案信息传递与档案服务创新研究”（项目编号：2016QY033）研究成果之一。 |
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| 摘 要： | 目的/意义] 通过分析探讨档案用户需求、用户期望及用户感知与服务质量之间的关系，以证实用户感知理论在档案服务质量研究中的适用性，进而为从用户感知角度研究档案服务提供相应理论基础。方法/过程] 根据文献阅读构建档案用户期望与用户感知质量之间的关系模型；通过问卷调查法获取数据，利用因子分析法对构建的理论模型进行验证或修正；借助相关性分析及回归分析得出档案用户期望与感知服务质量之间的关系。结果/结论] 档案用户服务需求是用户产生服务期望的充分而非必要条件；档案用户期望与其感知的服务质量之间存在正向作用关系，用户对实际感知的服务质量的评价随着用户对档案服务期望值的提高而提高。该结论使得用户感知理论在档案服务研究领域的适用性得以证实。
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| 关 键 词： | 档案用户 用户需求 用户期望 服务质量 |
| 收稿时间： | 2016-06-12 |
The Model Construction of the Relationship Between Users' Expectations and the Archives Service Quality Based on the Users' Demand |
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| Deng Jun,Zhang Jufeng,Meng Xinxin,Song Xueyan.The Model Construction of the Relationship Between Users' Expectations and the Archives Service Quality Based on the Users' Demand[J].Library and Information Service,2016,60(16):14-25. |
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| Authors: | Deng Jun Zhang Jufeng Meng Xinxin Song Xueyan |
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| Institution: | School of Management, Jilin University, Changchun 130022 |
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| Abstract: | Purpose/significance] By analyzing and exploring the relationship among the users' demands, expectations and the archive service quality, the applicability of the user perception theory in the archive service research can be confirmed. This paper also provides a theoretical basis for the archive service from the perspective of the users.Method/process] First, we constructed the model of the relationship between archive users' expectations and the service quality. Second, we collected the date through questionnaires and used the factor analysis to construct or correct the model. Finally, through the correlation analysis and the regression analysis to conclude the relationship between archive users' expectations and the service quality.Result/conclusion] The users' demands of the archive service is sufficient but not necessary for user-generated service expectations; there is a positive relationship between users' expectations and the service quality of the archive service. In another word, users' evaluation of the service quality is increased with users' higher expectations; the applicability of the user perception theory in the field of studying archive services is confirmed. |
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| Keywords: | archive user user's demand user's expectation service quality |
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