Selected Article

Title

圖書館服務品質模式研究

Creator

蘇瑤華

Description

[[abstract]]在資訊服務競爭激烈且多元化的今天,知識取得已非圖書館一途,對於提供知識服務為營運導向的圖書館而言是一大衝擊。傳統圖書館僅注重借閱率、藏書量、或空間大小等實體資料的績效評估,已無法完全滿足使用者的感受與期望。在重視服務品質、以使用者為中心的潮流下,如何透過服務管理以滿足使用者需求,已成為圖書館運作的主要議題,而其核心即是服務品質的探討。 圖書館服務品質模式的研究雖較服務業晚,但目前在此領域研究發表的論著已累積相當可觀篇數,而PZB模式是最早被引用於圖書館服務品質研究的模式,本文乃嘗試以PZB三位學者1985年服務品缺口理論(gap theory)為基礎,以其1988年擴充模式(extended model of service quality) 架構本研究問卷設計,實施T檢定、ANONA檢定驗證人口變數顯著性;再以多變量數量化1類分析方法,建構圖書館服務品質衡量及預測模式工具。經研究發現,人口變數對圖書館服務品質存在差異性,而預測模式也有其一定的解釋力。

[[abstract]]Management of library faces enormous challenges. The traditional orientation of measuring the quality of an academic library in quantifiable terms of its collection and use no longer offers attainable goals. The important objective of the library is to improve service quality and promote total satisfaction degree of the user service quality. Service quality has become an increasingly popular topic both in the library literature and at professional gatherings. The conceptual model of service quality developed by Valarie A. Zeithaml, A. Parasuraman (PZB), has influenced the library service quality assessment movement. In this study, we use a questionnaire investigation model which include five gaps composed of twenty-six constructs based on the PZB gap theory (1985) and service quality model (1988). Through one-way ANOVA analysis and t test, our analysis indicates that the degree of the service quality can''t be changed with differentiations of the degree of demographics. Than we apply multivariate analytical quantification to construct library service quality assessment model. The analytical results and suggestions of this research could be useful reference as the improvement of service quality and the promotion of library user satisfaction degree.

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