[目的/意义] 从用户感知角度构建公共档案馆用户感知服务质量评价指标体系，为提高公共档案馆服务质量提供评判标准与数据支撑。[方法/过程] 通过问卷调查法对公共档案馆用户感知服务质量评价框架与指标体系进行预设计，借助SPSS软件，利用探索性因子分析法检验预设评价指标体系，根据结果修正预设评价指标体系。[结果/结论] 构建的公共档案馆用户感知服务质量评价指标体系，可以从用户感知视角全面、综合衡量公共档案馆服务效果。
[Purpose/significance] We constructs the evaluation index system of the public archives service quality based on user perception so as to provide the evaluation criteria and data support for the improvement of the service quality of public archives.[Method/process] A framework and an index system of pre-design for the service quality evaluation of public archives based on user perception are constructed through questionnaire surveys. We performs an exploratory factor analysis to test the index system of pre-design by SPSS. According to the results, we make an amendment to the index system of pre-design.[Result/conclusion] The evaluation index system of the public archives service quality based on user perception is finally built. We can comprehensively measure the effects of public archives' service and user satisfaction.
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