浙江档案
浙江檔案
절강당안
Zhejiang Archives
2015年
2期
23~25
,共null页
SERVQUAL模型 RATER指数 档案中介机构 服务质量 评价体系
SERVQUAL模型 RATER指數 檔案中介機構 服務質量 評價體繫
SERVQUAL모형 RATER지수 당안중개궤구 복무질량 평개체계
SERVQUAL Model; RATER Index; Archives Agency; Service Quality; Measurement System;
档案中介服务质量评价的基础是构建指标体系以及确定各指标权重。本文借助SERVQUAL模型和RATER指数的评价维度和理念,结合实际探索构建基于客户评价的5个维度共计14个具体指标构成的档案中介服务质量评价指标体系,并测算各指标权重,以期为评价档案中介服务提供参考借鉴。
檔案中介服務質量評價的基礎是構建指標體繫以及確定各指標權重。本文藉助SERVQUAL模型和RATER指數的評價維度和理唸,結閤實際探索構建基于客戶評價的5箇維度共計14箇具體指標構成的檔案中介服務質量評價指標體繫,併測算各指標權重,以期為評價檔案中介服務提供參攷藉鑒。
당안중개복무질량평개적기출시구건지표체계이급학정각지표권중。본문차조SERVQUAL모형화RATER지수적평개유도화이념,결합실제탐색구건기우객호평개적5개유도공계14개구체지표구성적당안중개복무질량평개지표체계,병측산각지표권중,이기위평개당안중개복무제공삼고차감。
The study of service quality measurement system of archives agency aims to build the evaluation indicators system and to determine the relative weights among the measure dimensions based on the SERVQUAL model and the concepts of RATER. We have set up a measure system containing five dimensions with fourteen specific indicators which contribute to different weights for evaluating the service quality of archives agency based on client assessment. And the value of this study is to provide a reference to the administrative department of archives, archives agencies and the public for making decisions.
