序號 6
刊名 大學圖書館
年份 2009
出版月份 9月
卷期 Vol.13 No.2
作者 張慈玲;韓竹平
作者任職單位 國立臺灣大學圖書館編審;國立臺灣大學圖書館顧問


關鍵字 LibQUAL+使用者滿意度大學圖書館服務品質評量
頁碼 136-163
全文 全文下載
DOI 10.6146/univj.2009-13-2.06
Title Assessing the Service Quality of the University Library from the Perspective of Users: A Survey at the National Taiwan University Library
Author Tze-ling Chang; Chu-ping Han
Author's title Librarian, National Taiwan University Library; Consultant, National Taiwan University Library

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.

Keywords AssessmentLibQUAL+Service qualityUniversity librariesUser satisfaction
fulltext 全文下載
DOI 10.6146/univj.2009-13-2.06