LibQUAL+

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.

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.