請用此 Handle URI 來引用此文件: http://hdl.handle.net/11455/89061
標題: Unaffiliated Users' Decision Making and Behavior Toward Fee-based Services in Academic Libraries
大學圖書館校外使用者付費服務使用及決策行為研究
作者: 林佩文
Pei-Wen Lin
關鍵字: 校外使用者
付費服務
消費者決策
知覺價值
unaffiliated user
fee-based services
consumer decision making
perceived value
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摘要: 長期以來,圖書館提供著免費且平等的服務與資源予使用者,然而隨著資源成本的不斷提升、技術的日新月異以及使用者需求的不斷地增加,圖書館的經濟壓力日漸增加,許多圖書館開始另外尋求經費來源,選擇開始向使用者收取額外的服務與資源費用。圖書館向使用者收費,雖然解決了圖書館部分的經濟壓力,但此亦成為易引起使用者爭議之處,特別是受政府補助與支出經費皆較高的國立大學圖書館,所實行之校外使用者付費服務。 本研究即採消費者決策行為模式為基礎,以內容分析、支付卡與訪談等研究方法,探究校外使用者在使用國立大學圖書館付費服務前後之活動與行為,並針對目前國立大學圖書館所實行的校外使用者付費服務現況進行分析。 研究結果顯示國立大學圖書館所提供之校外使用者付費服務項目大致可分為入館/閱覽、借閱服務、館際合作文獻傳遞、校內代借代印、微縮資料列印、多媒體使用/借閱、影印服務、館內電子資源等,相關規定與內容多可查檢於各大學圖書館網站。大學圖書館會將校外使用者分為校友與一般校外使用者,校友通常可享有服務較高之權限與較低之費用。 研究發現使用者的校外使用者付費服務項目之決策行為,易受到圖書館客觀因素與個人主觀差異的影響,亦與其涉入動機與職業背景息息相關。使用者對於大學圖書館的校外使用者政策與付費服務看法各異,持正反意見者皆具,校友與一般校外使用者看法最大的不同與最容易產生不公平之認知,即是由於兩族群間權益之不平等所造成。使用者對大學圖書館校外使用者付費服務之知覺價值認同,多低於大學圖書館目前實際之收費,而根據訪談內容,可知使用者對服務的知覺價格,與使用者本身的需求強度較相關,對資源需求愈強烈者,可接受之服務價格愈高。 根據研究結果,研究建議大學圖書館在實行校外使用者付費服務時,應注意網站之相關資訊之提供與更新,有效地運用科技管理校外使用者服務,並透過不同之方式宣導與推廣校外使用者付費服務。最重要的是校外使用者的相關管理與研究亦是圖書館所不能忽視,對於校外使用者付費服務價格與內容則可再思考是否有調整之空間,以更能符合使用者之需求與期望。
Libraries are well-known for free and fair services and resources. Recently many libraries began to charge users for some services to reduce the financial pressure caused by increasing resources cost, users' demands, and technological updates. Although charging users fees alleviates financial pressure to some extent, a few users regard fee-based operation controversial because universities, national ones in particular, receive high amount of governmental subsidy who seem to hold weaker grounds on charging unaffiliated users for service fee. Basing on a consumer decision-making model, this study uses content analysis, payment card and interview to study activities and behaviors of unaffiliated users before and after experiencing fee-based services in academic libraries. It also analyzes current situation of unaffiliated user fee-based services provided by academic libraries. The results first categorize unaffiliated user fee-based services into reading, reader services, inter library loan services, intra-system loan services and document delivery services, microforms services, multimedia services, photocopying services, and on-campus e-resources. All detailed rules and service contents can be found on the library websites. Academic libraries divide unaffiliated users into alumnus and common unaffiliated users; the former usually receives better service along with lower fee. Study results show that unaffiliated users' decision making toward and behavior of using fee-based services are influenced by objective factors and subjective opinions, and also highly related to their motivations and career backgrounds. Subjects' opinions on unaffiliated user rules and fee-based services were not unidirectional: positive and negative ones coexist. The different treatments between alumni and common unaffiliated users privilege generates sense of inequality. The user-estimated value of unaffiliated user fee-based services is lower than the actual fee currently charged. The interviews show that perceived value depends on demand; a user with stronger demand on resources tends to accept higher service fee. The researcher suggests that academic libraries who provide the unaffiliated user fee-based services ought to update rules on the websites as needed, apply appropriate technology to manage unaffiliated users' access, and promote the services through various approaches. Most importantly, the management and research issues about unaffiliated users deserve more attention. Moreover, in order to meet users'' needs and expectations better, the price and contents of unaffiliated user fee-based services ought to frequently being reviewed and adjusted as necessary.
URI: http://hdl.handle.net/11455/89061
其他識別: U0005-2701201409152400
文章公開時間: 2017-01-28
顯示於類別:圖書資訊學研究所

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