檔案專線諮詢服務顧客滿意度分析

Customer Satisfaction Analysis on Consulting Service of Archives Hotline

隨著消費意識日漸抬頭，提昇顧客滿意度逐漸成為現代各組織機構在提昇服務品質之際，相當重視的課題。為了滿足顧客的各種需求，提供優質的服務，我們需要不斷地開拓各種與顧客接觸的機會，建立與顧客溝通的管道。檔案管理局為協助全國各檔案管理單位推展各項檔案管理新制，並便捷民眾應用檔案，特別設置了「檔案顧客服務中心」，提供檔案顧客專業諮詢服務。本文以該中心專線諮詢顧客為分析對象，透過問卷調查方式取得顧客基本資料及其對於提供諮詢服務之滿意程度，並加以歸納分析，擬具結論與建議，以為未來檔案管理局檔案顧客諮詢服務作業改善之參考。

As consumption awareness is rising with time, to promote customers' approval becomes the issue which is taken account of, when all modern organizations are improving their service qualities. In order to meet all the customers' needs and to provide high-quality services, diverse opportunities need to be developed constantly in making contact with customers, and communicating channels need to be built up with customers. In order to assist all the archival administrative sections to promote all new archival administrative institutions and to facilitate the public's applying for archives, the“Customer Service Center”has been set up in National Archives Administration to provide services of consultation for archival customers. In this article the consulting customers of the service hotline of this center are taken as the subjects for the analysis. Through the method of questionnaire, customers' basic data and the approval when they are served are obtained to be induced and analyzed. Thus, conclusions and suggestions are drafted as the reference for National Archives Administration in improving their consulting service operation for archival customers in the future.