Comparative study of user perspectives of Wellington based moving image archives

Abstract

This project investigates the user needs of three Wellington based moving image archives, using a service quality theoretical framework. An adapted version of the SERVQUAL model was used to assess the gaps in perception between archive staff and users as to the standard of service. The project found that there were several gaps in perceptions between staff and users especially regarding issues such as the browsability of collections, the importance of subject indexing, and the importance of guaranteed turnaround times. The project compared the needs of users of moving image archives with the needs of archives users in general as revealed in the archives literature, and found there to be substantial similarities.