研究生: |
林育云 Yu-yun Lin |
---|---|
論文名稱: |
大學圖書館資源利用及服務品質之研究---以臺灣師範大學圖書館為例 Research of University Library Resource Utilization and Quality of Services ---The Case Study of Library of National Taiwan Normal University |
指導教授: |
陳昭珍
Chen, Chao-Chen |
學位類別: |
碩士 Master |
系所名稱: |
圖書資訊學研究所 Graduate Institute of Library and Information Studies |
論文出版年: | 2009 |
畢業學年度: | 97 |
語文別: | 中文 |
論文頁數: | 126 |
中文關鍵詞: | 大學圖書館 、服務品質 、服務品質量表 、LibQual |
英文關鍵詞: | University Library, Service Quality, Service Quality Scale, LibQual |
論文種類: | 學術論文 |
相關次數: | 點閱:188 下載:34 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
隨著時代的轉變,大學圖書館的使用者逐漸將自己視為圖書館的「消費者」,期望獲得優良的服務。而大學圖書館的使用者因為背景因素的不同,在使用圖書館資源的特性上,以及對圖書館服務品質的感受都有所不同。因此,本研究以大學圖書館使用者的身份別作為類型分類,探討教師、博士生、碩士生及大學生等四種類型的使用者,使用實體圖書館資源及數位圖書館資源的頻率、使用原因,及其對圖書館服務品質之重視程度、滿意程度及差異為何,提供大學圖書館在資源分配上及服務改善上的參考。
本研究以臺灣師範大學師生為研究對象,利用問卷調查法及半結構性訪談法進行,問卷主要以國外大學圖書館普遍採用的LibQual+™量表為基礎。在圖書館資源使用的結果顯示,學生使用實體圖書館的頻率高於教師,而使用者對數位圖書館都有一定需求;學生使用圖書館的目的為課業、學術研究及興趣休閒,教師則是課程教學及學術研究;大學生主要使用專業性及休閒性的實體館藏,研究生及教師則使用專業性的實體及電子館藏;實體館藏的使用原因是:紙本館藏無電子版、不瞭解需求或不會操作電子資料庫及紙本特有的便利性;數位館藏的使用原因是:新穎性及電子便利性。在圖書館服務品質評量結果顯示,使用者最重視及最滿意的服務品質構面是圖書館環境空間構面,最不重視及最不滿意電子館藏資源構面;圖書館最亟需改善圖書館紙本館藏構面與圖書館設施構面。另外,研究發現使用者對圖書館服務品質五構面的看法,如使用者與館員的每次接觸都會影響使用者對館員的觀感、資料的可得性及新穎性是決定館藏量是否充足的關鍵等,並綜合使用者的看法及意見,提出研究建議。
Through the time goes by, the users of University libraries gradually view themselves as the “consumers” of the libraries, and expect to receive good services in the libraries. However, the users of University libraries are distinguishing in their backgrounds, therefore their characteristics of utilizing the resource of libraries and their feelings on the quality of services in the libraries are diverse. This research adopts the identification of the users of University libraries as the classification basis, divides the users as four different types of users: instructors, doctorial students, graduate students, and undergraduate students, then exam how they utilize the substantial and digital library resources, the frequency of the utilizations, why they utilize it, how they emphasize the quality of library services, degrees of satisfactions, and what are the differences between them in order to provide referrals for the resource distributions and service improvement of University libraries.
The research target is the faculties and students in National Taiwan Normal University, applied questionnaires and semi-constructive interviews to collect data, and gathered total 897 effective questionnaires and 25 interviewees. The questionnaire is base on the universal introduced LibQual+™ scale. The result of library resources utilize shows that the frequency of substantial library utilization of undergraduate students, graduate students, and doctorial students are higher than instructors. All the users have the specific demands on the digital library, the purposes of undergraduate students of utilizing library are school works and leisure activities; as for graduate students and doctorial students, their purposes are school works, academic researches, and leisure activities, and the purposes of instructors are program instructions and academic researches. The undergraduate students mainly utilize the professional and leisure substantial collections, the graduate and doctoral students and instructors otherwise utilize the professional substantial and digital collections. The reasons of utilizing substantial collections are: the paper-collections don’t have electronic versions, the users may not understand if they need the electronic databases or not, the users may not be able to operate the electronic databases, and the specific convenience of the paper collections; as for the digital collections are novel and electronic conveniences. The evaluation of quality of service in library shows that the most valuable and satisfying aspect of quality of service for the users is the environment and space of the library, and the less valuable and satisfying aspect is the electronic collected resources. The aspects that require to be improved the most of the library are the paper collections and facilities. Furthermore, the research discovers that on the five aspects of quality of services in library, every time the user has contact with the librarian would influence the user’s feelings toward the librarian, the accessibility of information, and the novelty, which are the decisive factors of identifying if the collections in the library are sufficient or not. Finally, this research generalizes the opinions and suggestions or the users, and proposes correlated advises.
王梅玲(民90)。大學圖書館服務品質管理。中國圖書館學會會報,67,73-92。
阮士容(民94)。大學圖書館服務接觸品質之研究。淡江大學資訊與圖書館學系碩士論文,未出版,台北縣。
杉本辰夫(民75)。事務.營業.服務的品質管制。(盧淵源譯)。臺北市:中興管理。(原著出版年﹕1986年)
吳美美(民85)。演進中的圖書館評鑑工作與評鑑研究。教育資料與圖書館學,34(1),40-59。
吳明隆(民94)。SPSS統計應用學習實務(2版)。臺北市:知城。
吳明德(民92)。圖書館評鑑。國立成功大學圖書館館刊,11,1-8。
林則孟、簡禎富、彭金堂、吳淑芬(民86)。大學圖書館服務利用與讀者涉入之比較研究—以清華大學圖書館為例。中國圖書館學會會報,59,75-97。
林昱志、高崇濱(民96)。大學圖書館整體服務品質滿意度之研究-以稻江管理學院圖書館為例。南臺灣資訊科技與應用研討會,217-225。
林登燦(民92)。服務品質管理。臺北市:品度。
林鈺雯(民94)。從LibQUAL+™探討我國大學圖書館服務品質評量。國立中興
大學圖書資訊學研究所碩士論文,未出版,台中市。
林瑞玉(民91)。以顧客使用和滿意度的觀點探討傳統圖書館與電子圖書館服務比較之實證研究--以東海大學圖書館為例。東海大學管理碩士學程在職進修
專班,未出版,台中市。
翁崇雄(民87)。期望服務與服務績效影響服務品質評量之研究。臺大管理論
叢,9(1),153-176。
國立臺灣師範大學教務處註冊組網站(民97)。統計專區。上網日期:97年5
月6日。檢自:http://www.ntnu.edu.tw/aa/aa1/case07/case07.htm
陳汎瑩(民94)。國立臺灣藝術大學圖書館服務品質評量模式之研究。國立臺灣師範大學社會教育學系碩士論文,未出版,台北市。
張保隆、謝寶煖(民85)。大學圖書館服務品質評估之研究。中國圖書館學會會報,56,49-68。
陳銘銓(民87)。大學圖書館整體服務品質之調查研究-利用品質機能展開法。國立東華大學企業管理研究所碩士論文,未出版,花蓮縣。
陳美文(民93)。圖書館服務品質對使用者滿意度與再使用意願之研究―以大葉大學為例。大葉大學資訊管理研究所碩士論文,未出版,彰化縣。
陳建文、陳美文(民95)。圖書館服務品質對使用者滿意度與再使用意願之研究:以某大學為例。教育資料與圖書館學,44(1),61-82。
黃麗純(民91)。圖書館整體服務品質之探討:以長榮管理學院圖書館為例。長榮管理學院經營管理研究所碩士論文,未出版,台南縣。
葉淑芳(民88)。以讀者滿意度探討圖書館服務品質之研究。中華大學工業工程與管理研究所碩士論文,未出版,新竹市。
溫琳琳(民96)。應用模糊理論探討國家圖書館服務品質之研究。國立臺灣師範大學社會教育學系碩士論文,未出版,台北市。
當代社會研究法:質化與量化途徑(王佳煌、潘中道等譯)(民91)。臺北市:學富。(原著出版年﹕2000年)
蔡佳霖(民94)。輔仁大學圖書館服務品質研究:LIBQUAL+™ 之運用實證。
輔仁大學圖書資訊學研究所碩士論文,未出版,台北縣。
謝寶煖(民87)。從顧客的觀點來談圖書館的績效評估。國立成功大學圖書館館刊,1,10-22。
謝寶煖(民95)。決定樣本大小。圖資電子報,33。上網日期:97年5月6日。檢自:http://www.lis.ntu.edu.tw/~pnhsieh/epapers/no33.htm
簡禎富、林則孟、彭金堂、吳淑芬(民89)。服務系統服務品質滿意度之研究-以某大學圖書館實證研究。工業工程學刊,17(1),1-13。
Barry, C. A. (1997). Information skills for an electronic world: training doctoral research students. Journal of Information Sciencei, 23(3), 225-238.
Berry, L. T., Shostack, G. L., & Updh, G. D. (1983). Emerging perspectives on services marketing. Chicago, IL: Amer Marketing Assn.
Blixrud, J. C. (2003). Library Quality Assessment: LibQUAL+™. Paper presented at the Statistics in Practice: Measuring and Managing 2003.p158
Boykin, J., Heath F., & Webster D. (2002). Service quality assessment in a digital library environment. Retrieved December 8, 2007 from: http://www.ukoln.ac.uk/events/jisc-cni-2002/presentations/duane-webster.ppt
Cook C. & Heath F. (2000). The ARL "LibQUAL+" Pilot Project: An Update.Retrieved December 8, 2007 from: http://www.arl.org/bm~doc/libqualplus.pdf
Cook, C., & Heath F. (2001). Users' perceptions of library service quality: a "LibQUAL+™" qualitative study. Library Trends, 49(4), 548-584.
Cook C., Heath F. & Thompson B.(2001).LibQUAL+: One Instrument In The New Measures Toolbox. Journal of Library Administration, 35(4), 41-46.
Cook C., Heath F., Thompson B. & Thompson R.(2001).LibQUAL+: Service Quality Assessment in Research Libraries. IFLA JOURNAL, 27(4), 264-268.
Cook, C., Heath, F., Thompson, B.& Webster, D. (2003). LibQUAL+™: Preliminary results from 2002. Performance Measurement and Metrics, 4, 38-47.
Cook C. & Thompson B. (2000). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. Journal of Academic Librarianship, 26(4), 248-258.
Dole, W. (2002). LibQUAL+™ and the small academic library. Performance Measurement and Metrics, 3(2), 85-95.
Douglas J. J. & Tamera P. L. (2007). Empowering your institution through assessment. Journal of the Medical Library Association , 95(1), 46-53.
DukeLibrary (2007) LibQUAL+. Retrieved August 4, 2008, from: http://library.duke.edu/about/projects/libqual/
Gatten, J. (2004). The OhioLINK LibQUAL+™ 2002 experience: a consortium looks at service quality. Journal of Library Administration , 40(3/4), 19-48.
Garvin, D. A. (1984). What does "product quality" really mean? Sloan management review, 26(1), 25-43.
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: concepts and models. International Journal of Quality & Reliability Management, 11(9), 43-66.
Grönroos, C. (1978). A service-orientated approach to marketing of services. European Journal of Marketing, 12(8), 588-601.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Harvey, J. (1998). Service Quality: a Tutorial. Journal of Operations Management, 16(5), 583-597.
Haywood-Farmer, J. (1988). A conceptual model of service quality. International Journal of Operations and Production Research, 8(6), 19-29.
Hernon, P.. & Altman, E. (1996). Service quality in academic libraries. Norwood, NJ: Ablex.
Heinrichs, J. H., Sharkey T. W., & Lim J. S. (2006). Research investigation of information access methods. Journal of Academic Librarianship, 32(2), 83-191.
Hiller, S.(2004). Another tool in the assessment toolbox: intergrating LibQUAL+™ into the university of washington libraries assessment program. Journal of Library Administration, 40(3/4), 121-137.
James L. M., Frank R. A., & Jon R. H. (2007). Top ten assumptions for the future of academic libraries and librarians: A report from the ACRL research committee.
C&RL News, 68(4). Retrieved September 30, 2007, form :
http://www.pla.org/ala/acrl/acrlpubs/crlnews/backissues2007/april07/tenassumptions.cfm
Jankowska, M. A., Hertel K., & Young, N. J. (2006). Improving library service quality to graduate students: LibQual+™ survey results in a practical setting. Libraries and the Academy, 6(1), 59-77.
Juran, J. M. (1988). Juran's quality control handbook (4nd ed.). New York, NY: McGraw-Hill.
Kang, G. D., & James J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality, 14(4), 266-277.
Knapp A. E. (2004). We asked them what they thought, now what do we do the use of LibQUAL+™ data to redesign public services at the university of pittsburgh. Journal of Library Administration , 40(3/4), 157-151.
Lehtinen, U., & Lehtinen, J. R. (1982). Service quality: a study of quality dimensions, unpublished working paper, Helsinki: Service Management Institute, Finland OY.
Lessin B.(2004). Mining LibQUAL+™ data for pointers to service quality at Wayne State University. Journal of Library Administration , 40(3/4), 139-155.
LibQUAL+™ (2007). The origins/birth of LibQUAL+ ™. Retrieved December 6, 2007, from: http://www.libqual.org/About/Birth/index.cfm
LibQUAL+™ (2007). LibQUAL+® History. Retrieved December 9, 2007, from :http://www.libqual.org/About/History/index.cfm
LibQUAL+™ (2007). LibQUAL+ ™: Defining and Promoting Library Service Quality. Retrieved December 6, 2007, from:
http://www.libqual.org/About/Information/index.cfm
LibQUAL+™ (2008). LibQUAL+TM Participants. Retrieved July 18, 2008, from: http://www.libqual.org/Information/Participants/index.cfm
LibQUAL+™ (2008). Register. Retrieved August 6, 2008, from:
http://www.libqual.org/Register/index.cfm
Loyola University of Chicago (2005). Building on Success – Charting the Future.Retrieved April 23, 2007, from:
http://library.luhs.org/WhitePaper/Final-White%20Paper_Executive%20Summary.doc
Narit Nimsomboon & Haruki Nagata (2003 August). Assessment of Library Service Quality At Thammasat University Library System. Research Center for Knowledge Communities University of Library and Information Science. Retrieved
September 30, 2007, form the World Wide Web: http://www.libqual.org/documents/admin/nagata_report0403.pdf
OCLC. (2004). 2003 Environmental Scan:Pattern Recognition. Retrieved January 26,2008, from: http://www.oclc.org/reports/escan/downloads/escansummary_en.pdf
OCLC. (2005). College Students’Perceptions of Libraries and Information Resources.Retrieved October 4, 2007, from: http://www.oclc.org/reports/pdfs/studentperceptions.pdf
Parasurman, A., Zeithaml V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing,49(Fall), 41-50.
Parasurman, A., Zeithaml V. A., & Berry, L. L. (1988). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing,
64(1), 12-40.
Sasser W. E., Olsen R.P., & Wyckoff, D. D. (1978). Management of service operations: text, cases, and readings. Boston, MA: Allyn & Bacon.
Shedlock J., & Walton L. (2004). An academic medical library using LibQUAL+™: The experience of the galter health sciences library, northwestern university. Journal of Library Administration , 40(3/4), 99-110.
Stanton, W. J. (1981). Fundamentals of Marketing (6nd ed.). New York, NY: McGraw-Hill.
Thompson, B.(2007).LibQUAL+® 2007: An Introduction. Retrieved February 28, 2008, from: http://www.libqual.org/documents/admin/BT.ppt
Wakefield, R. L. (2001). Measuring Service Quality: A Reexamination and Extension. The CPA Journal, August, 55-68.