User satisfaction

本研究於2009年以問卷調查方式，進行國立臺灣大學圖書館多媒體服務中心讀者使用情形與滿意度調查，並與2001年之調查結果作一比較。問卷內容為分三部份：一為填答者之個人基本資料；二為利用多媒體服務中心的情況；三為對多媒體服務中心之服務內容、館藏利用與使用環境的滿意度。研究結果發現：使用者以大學部學生最多，所屬學院別以文學院最多；讀者使用該中心之目的以「休閒娛樂」最多，「自我學習或個人研究需要」次之；讀者對於各項服務滿意度情形，以「多媒體服務中心空間寬敞舒適」的滿意度最高，其次為「工作人員的服務態度親切，能盡力答覆讀者問題」，滿意度最低為「視聽資料指定參考教材的使用」與「電腦隨選資訊系統（IOD）的使用」。整體而言，讀者對於各項服務滿意度，趨近於「滿意」的程度。與2001年調查之比較發現：各學院讀者人次比例仍以文學院讀者最多；讀者使用該中心的目的，皆以「休閒娛樂」為主且有增加現象；視聽館藏滿足讀者需求的情形增加；讀者對於該中心之整體滿意度有小幅度的提升。

The study examines the user’s satisfaction level with the Multimedia Center of the National Taiwan University Library. Conducted in 2009, the survey aims to analyze users' characteristics, perception and satisfaction with the services, collection, and environment of the Multimedia Center. The results show that undergraduates are the most frequent users. The majority are from the College of Liberal Arts. The main purpose of using the center is for entertainment, followed by learning and research. Generally users are satisfied with the multimedia services. They are pleased with the cozy, commodious space and the always friendly and approachable staff. Yet it is found that many users hope to improve the arrangement of the course reserve collection and Information on Demand (IOD) services. Compared with the previous study in 2001, the current research shows similar findings such as students of the College of Liberal Arts are top users, and entertainment remains the top choice. Presently users are more satisfied with the collection as well as the overall services of the Multimedia Center of the library.

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.