應用行動研究模式改善圖書館之服務品質：以國立中正文化中心表演藝術圖書室為例

有感於一般圖書館研究多非以解決實際情境問題為目的，且結果多僅止於提供改善建議，難免與實務應用層面存在些許落差；本研究結合研究者與實務工作者之角色，取行動研究結合理論與實務，重視參與與合作之特點，以研究者所服務之國立中正文化中心表演藝術圖書室為個案，從讀者角度進行服務品質改善之實證研究。整個研究乃依循情境分析、規劃、資料蒐集、提出可行方案、行動、成果評估及學習之行動研究程序進行，以問卷調查瞭解讀者對圖書室服務品質之評估，據此研究擬品質改善計畫，實施改善行動並進行成果評估，俾有效解決實際情境問題，提昇圖書館之服務品質。

To bridge the gap between theory and practice in many cases of library studies that merely end up with offering theoretical advice unfeasible to the improvement of practical situational problems, this study adopts the method of Action Research to combine theory with practice by studying the possibility of a cooperation between researchers and librarians. The case study is conducted with the Performing Arts Library of National Chiang Kai-shek Cultural Center, where the author is currently working. The author conducts the practical study from the users’ perspective to improve on the Library’s service quality. The entire study follows the right procedures of Action Research: situation analysis, formal planning, information collecting, plan proposing, plan executing, effect assessing and learning. It also conducts a questionnaire based on SERVQUAL to determine what are important to the users; afterwards it proposes an improvement plan, puts the plan into practice and assesses the results, so as to solve situational problems and to promote the Library’s service quality.