Service quality

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。本研究以LibQUAL+ 評量工具為基礎，考量國內大學圖書館環境，以內容分析法、讀者訪談及問卷調查等方法，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，俾供日後評量服務品質之參考。

University libraries that provide quality service would enhance academic research on campus. User-oriented assessments on service quality serve as a tool to help libraries understand readers' needs and opinions. The authors attempted to develop a set of workable assessment indicators based on LibQUAL+ to reflect the university library set-up in Taiwan. Content analysis, interviews, and questionnaires were used to find the essential items in service quality assessment for university libraries. Questionnaires were also used to investigate the implementation of service quality assessments for university libraries, and to collect opinions on selected issues.

圖書館自動化與網路化之目的在於提昇圖書館全體作業之效能，增進讀者滿意度。本研究係調查我國五所大學圖書館館員、一般讀者及圖書資訊學相關研究所研究生，對大學圖書館在自動化與網路化後提供之資訊服務品質是否提昇之看法；以瞭解大學圖書館各項資訊服務之表現良窳與需要改進之處；並根據問卷調查結果，比較三個群體之認知差距。最後提出建議，作為我國大學圖書館提昇自動化與網路化後資訊服務、館員自我改善及圖書館資訊學相關研究所研究生未來從業準備之參考。

The aim of library automation and network is to enhance the efficiency of operation and offer satisfaction to its readers. A survey was conducted among three different groups: university libraries, common users, and graduate students from Institution of Library and Information Science. This paper first compares the cognitive differences among the three groups involved according to the results of this survey and then makes some suggestions about the promotion of the quality of information service, librarians’ self-improvement, and the occupation preparation for graduate students.

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.

知識經濟時代的來臨使得圖書館扮演的角色日益重要，伴隨網際網路的興起與普及，讀者不僅可以獲得多樣化快速檢索資訊與共同使用知識的便利，過去衡量圖書館服務的量表也漸不適用。本研究的主要目的便是要發展一個適用於網際網路時代的圖書館服務品質量表，首先參酌「服務滿意度」、「服務品質」、「圖書館服務品質」等領域的相關文獻，歸納出初步的「圖書館服務品質量表構面」，其中包括「人員服務」、「檢索系統易用性」、「典藏服務」、「檢索設備服務」、「期刊參考服務」、「館藏資源服務」等六個探索性因素構面，並以此六個因素構面為基礎，進一步發展「圖書館服務品質量表」進行統計上的驗證，本研究所發展的量表在探索性及驗證性因素分析中，均獲致良好的信度與效度。最後，針對後續研究及圖書館實務界提出若干建議。

Library plays an increasingly important role in the age of knowledge economy. With the prosperity of the Internet, users can conveniently make use of various information retrieval and knowledge sharing facilities. Hence, current models for measuring service quality of library are perceived as inapplicable as they are targeted primarily towards traditional library contexts. The main purpose of this study is to develop a comprehensive model and instrument for measuring library service quality in the Internet context. This study first reviews the literature relating to library service quality, and then proposes the six exploratory dimensions of library services, including personnel service, retrieval systems’ ease of use, preservation service, information retrieval facility, journal reference service, and collections resource service. Based on the six dimensions, this study further proposes and validates a model for measuring library service quality. Through exploratory and confirmatory factor analysis, evidenece of reliability and validity of the proposed model is presented. Finally, we conclude this study by discussing limitations and implications for research and practice.

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。

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.