Jiàoyù zīliào yǔ túshūguǎn xué (Sep 2006)
圖書館服務品質對使用者滿意度與再使用意願之研究：以某大學為例 A Study of Service Quality on the Users’ Satisfaction and Reused Intention: An Example of an Academic Library
Abstract
本文嘗試建立一個大學圖書館服務品質對使用者認知價值、滿意度與再使用意願關係的模型，期望能做為大學圖書館提昇服務品質之參考。本研究針對某大學使用者進行問卷調查，有效問卷263份，經由實證結果發現：「館員服務」對使用者認知價值具有正向影響；「館員服務」、「館藏服務」與「流通服務」對滿意度具有正向影響；「流通服務」和「館員服務」對再使用意願具有正向影響；其中以「館員服務」對滿意度與再使用意願影響最大。此外，根據「重要性—績效」矩陣分析結果顯示，使用者最重視且館方績效較差的項目為「館藏服務」。This study proposes a model to demonstrate the relationship between the service quality of academic library, users’ perceived value, satisfaction and reused intention. A questionnaire survey is conducted to understand the library users’ perceived value, satisfaction and reused intention of a University. There are 263 effective questionnaires. The result shows that the librarians’ service has significant effect on the users’ perceived value; the collection of printed publications, circulation and librarians’ service have significant effects on users’ satisfaction; users’ satisfaction and perception have significant effects on the users’ reused intention; the librarians’ service is the most significant factor to affect users’ satisfaction and reused intention. Moreover, after analyzing the importance-performance matrix, the result shows that the least performance item is the collection of printed publications.
