Research On Public Satisfaction Of Public Services In National Comprehensive Archives Based On ACSI Model

Based on the American Customer Satisfaction Index(ACSI),considering the public service nature of the National Comprehensive Archives and the characteristics of the archives industry,this paper builds a National Comprehensive Archives Public Services Satisfaction(NCAPSS)model.Discussion on the Influence of Public Satisfaction on Public Service of National Comprehensive Archives to deeply understand the public’s demand for public services of the National Comprehensive Archives and improve the public service level.First of all,the relevant domestic and international research literature was collated.This paper defines the concept of public service and public satisfaction of the National Comprehensive Archives,analyses the theory of inconsistent expectations,ACSI model,public satisfaction theory and its applicability to the study of public service satisfaction of the National Comprehensive Archives,and the theory of archives use service as theoretical support.Secondly,five potential variables including public expectation,perceived quality,public satisfaction,public trust and public complaint are set and defined.Besides,the impact relationship between the variables is assumed.The index of the NCAPSS model was preliminarily drafted by using the literature research method.Then the index was deleted and modified through expert research.At last the model is certain.Thirdly,according to the NCAPSS model,the questionnaire survey and data analysis are summarized as follows: First,different from the ACSI model,public expectation has no significant impact on the public satisfaction of the public service of the National Comprehensive Archives,and public complaint has no significant impact on public trust.Second,while the public is generally satisfied with the public services provided by the National Comprehensive Archives,public satisfaction is low on certain key indicators,for example,the expectation of service personnel’s level and attitude,the perception of service personnel’s attitude.Third,the public is more inclined to communicate with others through private channels about their negative ideas about the public services of the archives.Fourth,the level of public trust in public services of National Comprehensive Archives is relatively high,and public satisfaction with public services has a significant impact on public trust.Finally,based on the interpretation and analysis of the NCAPSS model and assumptions,the following recommendations are made: strengthen the publicity of archives to enhance public expectations,attach importance to the professional quality of archivists to improve the perceived quality,the content and quality of archives services to improve public satisfaction,and improve the public feedback system to enhance public trust.