档案信息化2021年第35卷第5期《档案学研究》
我国省级档案网站互动式信息服务“期望—满意指数”测评体系建构、验证及优化策略
Construction, Verification and Optimization of "Expectation-Satisfaction Index" Evaluation System for Interactive Information Service of Provincial Archives Websites in China
1 西北大学公共管理学院 西安 710127; 2 西北大学信息科学与技术学院 西安 710127
摘要
在顾客满意理论基础上,本文提出“期望—满意指数”测评体系,包括“期望—满意指数”概念,数学模型的构建,以及档案网站互动式信息服务效果量化规则,并利用所构建的数学模型,采用文本挖掘方法,从陕西档案网和浙江档案网的用户留言、档案馆回复信息中抓取相关数据对两个档案网站互动式信息服务效果进行了测评。本研究为档案网站互动服务定量测评研究提供了新的方法和研究思路,并为提高档案网站在线互动信息服务效果提供优化策略。
Abstract
：Based on the theory of customer satisfaction, this paper proposes a ''expectation-satisfaction index'' evaluation system, including the concept of ''expectation-satisfaction index'', the construction of mathematical models, and the quantitative rules for the effect of interactive information services of archives websites. At the same time using the constructed mathematical model and the text mining method, this paper evaluates the effectiveness of the interactive information services of the two archives websites by extracting relevant data from the user messages and the reply information of Shanxi Archives Website and Zhejiang Archives Website. This study provides new methods and research ideas for the quantitative evaluation of interactive services on archives websites, and provides optimization strategies for improving the effect of online interactive information services on archives websites.
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