Service quality assessment

從LibQUAL+ 探討我國大學圖書館服務品質評量

序號 2
刊名 大學圖書館
年份 2007
出版月份 9月
卷期 Vol.11 No.2
作者 林鈺雯;范豪英
作者任職單位 朝陽科技大學波錠紀念圖書館館員;國立中興大學圖書資訊學研究所教授

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。

頁碼 19-44
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Title A Study of Service Quality Assessment in University Libraries in Taiwan from the Perspective of LibQUAL+
Author Yu-wen Lin; Ellen F Liu
Author's title Reference Librarian, Chaoyang University of Technology Poding Memorial Library; Professor, Graduate Institute of Library and Information Science, National Chung Hsing University

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.

Keywords LibQUAL+Service qualityService quality assessmentUniversity librariesUser satisfaction
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