Tze-ling Chang

由於電子資源蓬勃興起，大學圖書館紛紛引進以滿足師生教學研究之需求，然同時預算規模卻未見增加，加以電子資源市場，尤其是電子期刊部份，每年皆以平均7%～10%漲幅成長，使得圖書館對電子期刊使用及其效益，需要有更清楚的了解與掌握。本研究目的希望能探討電子期刊E-Metrics評鑑相關理論與研究，以ARL E-Metrics計畫為基礎，對大學圖書館電子期刊提出績效評鑑模式芻議與實證分析。

Due to the fast growth of electronic resources, there is a trend for university libraries to acquire such resources to meet the research needs of their users. The libraries' expenditure for electronic resources, especially electronic journals, has been growing at an average rate of 7% to 10% each year, an increase unmatched by the yearly budget. Therefore, it is important for libraries to identify the real usage of the acquired electronic journals, and their benefit to researches at the institution. Through empirical analysis, this study aims to formulate an assessment model for a library's subscription of electronic journals.

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.