我国档案服务外包市场迎来快速增长，行业逐渐趋向规范化、正规化和专业化。档案服务外包行业呈现马太效应和张弓效应，服务供应商有国有企业和非国有企业，来自多个不同的行业，呈现多元化分布。与行业龙头企业相比，中小型企业的竞争力相对较弱，大多数公司抢占少部分项目资源，档案服务外包行业竞争越加激烈。SERVQUAL被广泛应用于服务质量的评估，用于测量客户感知与期望之间的差距，但是在档案服务外包领域的研究较少，多数应用于医院、汽车售后、家电、教育、图书馆等领域。市场环境的改变，指标的衡量精度逐渐提升，有部分学者提出SERVQUAL-IPA分析法，对服务质量进行评估。X档案服务外包公司是一家2016年成立的民营企业，2018年由打印设备维修转型进入档案外包服务行业。面临市场环境的突变，与同行业其他的中小型企业类似，面临着技术储备不足、人才短缺的处境，与行业龙头企业有着明显的差距，市场份额与竞争力处于相对危险的边缘。档案服务外包行业是客户占据主导地位，客户的满意度直接关系到合同到期是否续约、是否继续保持合作关系，当前阶段的服务质量是维系客户关系的重要一环。本研究选取X档案服务外包公司为研究对象，基于SERVQUAL模型探讨服务质量的提升问题。利用问卷调查法收集22个关于服务质量的指标数据，运用SPSS 27对数据进行差异性和相关性分析，排除无关因素对服务质量评价的影响，得出为提升服务质量，不能仅仅单一维度解决，需要多维度综合提升。结合SERVQUAL和IPA分析法得知X档案服务外包公司服务质量具有一定的提升空间，存在品牌形象重视不足、双重决策机制、项目管理粗放式、信息管理较为薄弱、情绪价值服务意识不足等问题。结合公司实际情况对各个维度的问题进行针对性提出解决策略，为保障X档案服务外包公司服务质量提升策略能够顺利实施给出3点保障措施，帮助X档案服务外包公司提升服务质量水平，增强在市场中的核心竞争力；为其他类似的企业提供可参考对象，为SERVQUAL在档案服务外包行业的研究进行补充。

The market for archival service outsourcing in our country is experiencing rapid growth, with the industry gradually moving towards standardization, formalization, and professionalism. The archival service outsourcing sector exhibits the Matthew effect and the Zhang Bow effect, with service providers comprising both state-owned and non-state-owned enterprises from various industries, presenting a diversified distribution. Compared to leading companies in the industry, small and medium-sized enterprises have relatively weaker competitiveness; most companies vie for a minority of project resources, making competition in the archival service outsourcing industry increasingly fierce.SERVQUAL is widely used to assess service quality by measuring the gap between customer perceptions and expectations. However, there is limited research applying it within the field of archival service outsourcing, with most applications found in hospitals, automotive after-sales, home appliances, education, libraries, and other areas. With changes in the market environment and the gradual improvement of the precision of indicator measurement, some scholars have proposed the SERVQUAL-IPA analysis method to assess service quality.X Archive Service Outsourcing Company is a private enterprise established in 2016, formally transitioning into the archive outsourcing service industry from printer equipment repairs in 2018. Facing a changing market environment, similar to other small and medium-sized enterprises in the industry, it finds itself in a situation of insufficient technological reserves, talent shortages, and noticeable gaps in service quality. There is a significant gap between X Archive and industry leaders, and their market share and competitive edge are at a relatively dangerous edge.The archive service outsourcing industry is a market where customers hold the dominant position. Customer satisfaction directly relates to whether contracts are renewed upon expiration and the continuation of cooperative relationships. The current stage of service quality is an important part of maintaining customer relationships.This study selects X Archive Service Outsourcing Company as the research object, based on the SERVQUAL model to explore the issue of improving service quality. Using questionnaire survey method to collect data on 22 indicators of service quality, applying SPSS 27 to analyze the differences and correlations in the data, excluding the influence of irrelevant factors on the evaluation of service quality, it is concluded that to improve service quality, single-dimensional solutions are not sufficient, and multidimensional comprehensive improvement is needed. Combining SERVQUAL and IPA analysis methods, it is found that there is some room for improvement in the service quality of X Archive Service Outsourcing Company, with issues such as insufficient attention to brand image, extensive project management, weak information feedback and sharing capabilities, and insufficient personalized services. Targeted solutions are proposed for the issues in each dimension based on the actual situation of the company, providing three safeguard measures to ensure the smooth implementation of the strategy to enhance the service quality of X Archive Service Outsourcing Company, helping the company raise the level of service quality and strengthen its core competitiveness in the market; providing a reference for other similar enterprises and supplementing the research on SERVQUAL in the document outsourcing industry.