Research on the Quality Control Method of Cultural Heritage Digital Information Service: A Case Study of the Digital Cultural Relics Library Platform of the Palace Museum in Beijing

Abstract: The Palace Museum in Beijing manages a wealth of tangible and intangible cultural heritage, including the world-famous Forbidden City and many ancient collections. For the past thirty years, informatization has gradually become an important method in the Palace Museum to protect, promote, and research their precious cultural heritages. Although museum service quality and user experience and satisfaction have received growing attention, the quality control of museum digital information services remains a less explored research area. The challenges faced by the Palace Museum include how to follow changes in the technological environment, user needs, and the large scale of digital resources and how to continuously and effectively control and improve the service quality of digital information. This research, based on total quality management (TQM) and LibQUAL as well as the relevant indicators of museum quality assessment in the literature review, uses the Digital Cultural Relics Library Platform of the Palace Museum as the research case and constructs a user-centered control model to measure and improve the service quality of cultural heritage digital information, and puts the model into practice. The paper proposes theoretical advances and has implications for future improvements in the quality control of cultural heritage digital information services.