Research On The Improvement Of University Archives Service Quality From The Perspective Of SERVQUAL Theory

Archives are the symbol of mankind's entry into the civilized society.As an important carrier of cultural heritage and communication,archives convey the historical atmosphere with humanistic care and cultural characteristics to human beings,and guide countries,organizations and individuals to carry out various social activities.Universities shoulder the original intention and mission of "educating people for the party and cultivating talents for the country".And practicing the basic task of building people with morality,archives is an important sector of college education and the development of universities,For the people of hope and following the direction of the archives,university archives should take the initiative to serve the Colleges,fundamentally meet the needs of the user is an important target of university archives service,so we need the analysis of university archives service system and scientific and effective management,Archivists should have faith in their hearts,have skills in their hands,and shoulder responsibilities,and devote themselves wholeheartedly to the new cause of archival construction,the concept of "people-oriented" is fully implemented in the process of improving service quality,with a view to comprehensively and systematically playing the key role of archives "keeping records,retaining history,asset management,and educating people".From the perspective of user perception,this paper summarizes the service quality evaluation index system scale of university archives from the perspective of SERVQUAL theory through preliminary selection,selection,and preliminary survey.Firstly,based on the SERVQUAL theoretical model,combined with the literature survey method and the characteristics of the university archives service,a preliminary selection of the quality index system of the university archives service was selected.Secondly,the service quality evaluation index system of university archives is selected by expert scoring to form a trial version of the questionnaire,And then a small sample is selected to conduct a Preliminary survey of the trial version of the questionnaire to obtain the final questionnaire for research.In empirical analysis,this article uses spss24.0 to perform reliability and validity analysis on the collected valid data,and then uses the entropy weight method to determine the index weights based on the service quality evaluation method of SERVQUAL college archives,utilizes the empirical results to systematically evaluate the service quality of college archives,in order to put forward a more targeted and directional archives service quality improvement measures,maximize the value of archives,to provide users with better quality service,and open up new horizons for the service work of college archives in the future.