Subjects: Library Science，Information Science >> Library Science submitted time 2023-08-27 Cooperative journals: 《图书情报工作》
Abstract： [Purpose/significance] Under the big data environment, government services gradually shift from information services to knowledge services. In order to better improve the quality of e-government knowledge services, it is necessary to understand the factors that affect the quality of knowledge services of the government and micro-channel public platforms.[Method/process] Mainly on the influencing factors of refined knowledge service quality, using survey questionnaires to collect relevant data, using Spss tools and exploratory factor analysis methods, an influencing factor model of knowledge servicequality of government and micro-channel public accounts was constructed.[Result/conclusion] According to the result of the rotation component, the influencing factors of the quality of service of government affairs and WeChat public number are mainly divided into three levels:service process and system operation, knowledge quality and public characteristics and sensory psychological experience, and service type comprehensiveness and service security privacy. The influencing factor index lays the foundation for the development of the government-based WeChat public number knowledge service business.
Subjects: Library Science，Information Science >> Library Science submitted time 2023-08-26 Cooperative journals: 《图书情报工作》
Abstract： [Purpose/significance] This paper introduces the theory of knowledge governance in the optimization of the service quality of public archives, which makes the complex quality of the service optimization problem more understandable, provides more effective solutions, and improves the service quality and service ability of public archives for references.[Method/process] Based on the theory of knowledge governance, this paper analyzed and discussed the optimization of the service quality of public archives, and designed the optimization mechanism of the service quality of public archives.[Result/conclusion] By drawing on and exploring the knowledge governance mechanism, the optimization mechanism of the service quality influence factors includes five parts:optimizing the environment, optimizing the target, optimizing the internal kinetic energy (governance mechanism), optimizing the external power and optimizing the process.
Subjects: Library Science，Information Science >> Library Science submitted time 2023-08-26 Cooperative journals: 《图书情报工作》
Abstract： [Purpose/significance] From the perspective of user perception, this paper aims to build public archives We Chat public platform service quality impact factor model for the public archives to lay the foundation for the optimization of service quality.[Method/process] Constructing the influencing factors model of public service quality of public archives by using questionnaire survey,using the SPSS software, the hypothesis model was tested by the exploratory factor analysis method, the hypothesis model was modified according to the results, and the modified influencing factors model was discussed.[Result/conclusion] This paper analyzed the influencing factors of the service quality of the public archives on the public platform from the perspective of user perception, including five dimensions of the service process and system operation, user characteristics and expenses, internal features of archival content, external features of archival content, and public platform interface design, service interaction and other twenty-five factors.
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