從使用者角度評估大學圖書館之服務品質:以臺大圖書館為例

序號 6
刊名 大學圖書館
年份 2009
出版月份 9月
卷期 Vol.13 No.2
作者 張慈玲;韓竹平
作者任職單位 國立臺灣大學圖書館編審;國立臺灣大學圖書館顧問
摘要

國立臺灣大學圖書館為瞭解讀者對圖書館服務品質的滿意程度,於民國98年5月25日至6月8日實施圖書館服務品質問卷調查計畫,採用LibQUAL+量表,調查讀者對圖書館館藏資源、空間設備及館員服務三大面向共22個題目之需求期望與實際感受。另並以4個總體服務題目以瞭解讀者對圖書館之實際滿意感受。各項期望值以1至9分評等程度。本調查報告針對5,948份有效問卷,除基本資料分析外,並就前述22項個別服務品質項目最低期望值、實際感受值、最高期望值、合格度與理想度列表及圖示分析;以及總體服務品質實際感受值分析。至於調查結論與建議將作為圖書館整體發展政策及各相關業務單位發展規畫之依據。

關鍵字 LibQUAL+使用者滿意度大學圖書館服務品質評量
頁碼 136-163
全文 全文下載 (808)
DOI 10.6146/univj.2009-13-2.06
Review
Title Assessing the Service Quality of the University Library from the Perspective of Users: A Survey at the National Taiwan University Library
Author Tze-ling Chang; Chu-ping Han
Author's title Librarian, National Taiwan University Library; Consultant, National Taiwan University Library
Abstract

In order to understand users’ opinions regarding the quality of service at the National Taiwan University Library, a survey was conducted through questionnaires distributed from May 25th to June 8th in 2009. Using the survey tool, LibQUAL+, respondents were asked 22 questions about their needs, expectations and actual experiences relating to the library’s collections and resources, the physical environment and library facilities, and the quality of services. Furthermore, another four questions that focused on the satisfaction level of the overall quality were also asked. The evaluations were rated on a scale of 1 to 9. There were 5,948 valid questionnaires in total. In addition to analyses on basic information, the responses to all 22 questions were analyzed. The results were presented in tables and graphs to show scores for minimum expectation, satisfaction, maximum expectation, acceptability, and flawlessness. The conclusion and suggestions made based on the survey will serve as guidelines for future management and development of the NTU library.

Keywords AssessmentLibQUAL+Service qualityUniversity librariesUser satisfaction
fulltext 全文下載 (808)
DOI 10.6146/univj.2009-13-2.06