Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/7892
標題: 從LibQUAL+TM探討我國大學圖書館服務品質評量
A Study of Service Quality Assessment in University Libraries from the Perspective of LibQUAL+TM
作者: 林鈺雯
Lin, Yu Wen
關鍵字: University Libraries;大學圖書館;Service Quality;Service Quality Assessment;User Satisfaction;LibQUAL+;服務品質;服務品質評量;使用者滿意度;LibQUAL+
出版社: 圖書資訊學研究所
摘要: 
大學圖書館身負支援學術研究與教學的使命,追求卓越的服務品質,對於提振大學學術研究的風氣是一大助益。而以讀者為導向的服務品質評量正是幫助圖書館瞭解讀者評價與看法的最佳途徑之一,對於提昇服務品質具有正面效益。研究者以國外LibQUAL+評量工具為基礎,考量國內大學圖書館環境,研究符合我國大學圖書館需求且具體可行的服務品質評量指標,並探討服務品質評量在國內實施的情形、看法與期望,俾供日後服務品質評量之參考。
本研究藉由文獻研究法、內容分析法、讀者訪談及大學圖書館問卷調查等方法,探討國內大學圖書館實施服務品質評量的情形以及對於實施服務品質評量的看法與期望,最後根據研究結果,歸納出國內大學圖書館對於服務品質評量指標之觀點。研究者針對三十位讀者進行訪談,再以大學圖書館為問卷調查對象,共寄出53份問卷,回收有效問卷44份,回收率約為83%。根據研究結果所獲得結論為: 一、服務品質評量對於國內大學圖書館而言有愈來愈重要的趨勢; 二、專案小組成為館方實施服務品質評量的主要運作方式;三、評量指標缺少標準為目前大學圖書館所遭遇的困難;四、標準服務品質評量指標的訂定需考量圖書館意見、讀者意見及專家學者意見;五、服務品質評量的頻率以2~3年實施一次為宜;六、國內大學圖書館期待合作成立服務品質評量小組;七、國內大學圖書館重視的服務品質評量指標主要分為三大構面三十六項指標;八、LibQUAL+評量指標對於國內大學圖書館而言,實有其重要性。
依據研究結論提出下列六項建議:一、圖書館應發展國內大學圖書館服務品質量表工具;二、圖書館宜定期實施服務品質評量,掌握讀者的服務需求及檢視本身服務品質;三、國內大學圖書館應合作成立服務品質評量小組;四、館員應達成服務品質評量指標內容之要求,以提昇圖書館的服務品質;五、大學圖書館實施評量時不能忽視電子資源與網站方面的服務品質評量指標;六、圖書館可參酌國外LibQUAL+評量經驗以為實施服務品質評量的借鑑。

The role of the university library is to support teaching, learning, and researching. University libraries that provide quality of service would foster academic research in university. User-oriented assessment on service quality can help libraries understand readers' needs and opinions. It's a good tool for the improvement of service quality in university libraries. Therefore, the author developed a set of workable assessment criteria basing on LibQUAL+ that reflect university library settings in Taiwan. The author also investigated the situation of and opinions on implementing service quality assessment in Taiwan for future reference on service quality assessment in university libraries.
The purpose of this study was to examine the development of service quality assessment in university libraries in Taiwan. Methods of this study included literature analysis, content analysis, interviews and questionnaires surveys. Content analysis, interviews, and questionnaires were used to find the essential items of service quality assessment in university libraries. Questionnaires were also used to investigate the current implementation of service quality assessment in university libraries, perspectives on service quality assessment in the university libraries and formulation of service quality assessment items. Major findings of the study are as follows: 1.Service quality assessment has become more and more important to university libraries in recent years in Taiwan;2.Team work has become a main method in assessing service quality in university libraries;3. University libraries face many difficulties in the lack of standard service quality assessment items;4.University libraries need collect opinion from libraries, readers and library professionals in developing standard service quality assessment items;5. University libraries deem it acceptable to assess service quality every two or three years;6. University libraries hope to establish a cooperative service quality assessment department in change of complex and laborious assessment tasks;7. University libraries found three dimensions and thirty-six service quality assessment items to be valuable;8.The LibQUAL+ core items are important to university libraries in Taiwan.
Based on the findings, there are five suggestions: 1.University libraries should development service quality Scale;2. Libraries should assess their service quality on a regular time schedule; 3.University libraries should establish a cooperative service quality assessment department.4.Librarians should meet the purpose of service quality assessment items that can rise the service quality; 5.Items related to electronic resources and website services are very important to university libraries;6. University libraries can refer to LibQUAL+ experiences when they want to assess service quality in Taiwan.
URI: http://hdl.handle.net/11455/7892
Appears in Collections:圖書資訊學研究所

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