大學圖書館電子資源服務品質模式與應用研究

Developing Service Quality Model of Electronic Resources Services for University Libraries

王梅玲(Mei-Ling Wang) ； 李函儒(Han-Ju Lee)

《圖書館學與資訊科學》 41卷2期 (2015/10) Pp. 77-105

https://doi.org/10.6245/JLIS.2015.412/658

摘要

大學圖書館提供許多電子資源館藏與服務，受到教師與研究生重視與大量使用，但是使用者也常抱怨許多問題。探討電子資源使用研究與服務品質評鑑，有助於圖書館提供符合使用者需求的電子資源服務。本論文旨在探討電子資源服務品質模式，與應用在電子資源服務評鑑，以了解使用者對電子資源服務期望、感受的服務、與優良服務品質的看法。本研究採用焦點團體訪談與問卷調查法，透過焦點團體訪談建構大學圖書館電子資源服務品質模式，包括電子資源館藏、網站服務與取用、服務影響三構面與28 項指標。依據建構的模式採用問卷調查法，進行圖書館電子資源服務品質評鑑。以C 大學為對象，調查其教師與研究生電子資源服務使用現況與對服務品質的看法。研究結果顯示此服務品質模式具可行性，可以有效應用於電子資源服務品質評鑑，受測者對整體電子資源服務的期望平均分數為4.07，感受的服務平均分數為3.61，落差為-0.46。由於感知的服務品質為負分，表示受測者認為電子資源服務品質不優良，尤其電子資源館藏服務，網站服務與取用服務二構面的品質未達優良。本研究發現受測者最期望的十項電子資源服務，與最不滿意的八項服務，並提出建議。

關鍵字

大學圖書館 ； 電子資源 ； 服務品質評鑑 ； 電子資源服務

並列摘要

As university libraries provides a lot of electronic resources collections and services, faculty members and graduate students regard them important and highly useful. Electronic resources bring a lot of complex problems, therefore, it is necessary to from views of users to conduct service quality measurement for electronic resource services for university libraries. It can help library managers to provide electronic resources services in line with user expectations in the future. The main aims of the study are to construct indicators of electronic resources service quality; to explore implications and availability of electronic resources service quality measurement; and to implement electronic resources service quality measurement to improve service quality, then providing the better electronic resources services. This article used focus groups to develop the service quality model of electronic resources service composed of three dimensions and 28 indicators. Focus group interviews results were used as a basis for the development of questionnaires. In order to ensure the feasibility of service quality model, questionnaires have been collected from faculty members and graduate students of the C University. The study shown that the service quality model of electronic resources service was feasible. The overall average expectation score of electronic resources services was 4.07, an average perceived service score was 3.61, and there are a gap between the expectation and perceived service from respondents which meant the service quality of electronic resources were not excellent. The study proposed ten most expected of electronic resources services from faculty members and graduate students and eight dissatisfactory electronic resources service and some recommendations were made for improvement.

並列關鍵字

University Libraries ； Electronic Resources ； Service Quality Measurment ； Electronic Resources Services

參考文獻

王梅玲(2008)。電子期刊網路服務與評鑑模式之研究。圖書資訊學研究。3(1)，75-102。

張慈玲、韓竹平(2009)。從使用者角度評估大學圖書館之服務品質：以臺大圖書館為例。大學圖書館。13(2)，136-163。

Association of Research Libraries (2012). ARL Statistics 2010-11. Retrieved from https://www.arlstatistics.org/about/Mailings/stats_20 10-11

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國立政治大學圖書館（2012）。國立政治大學圖書館101 年度行政服務品質滿意度調查報告。檢自：http://www.lib.nccu.edu.tw/media/content/2012121313045.pdf【National Chengchi University Libraries (2012). Guoli zhengzhidaxue daxue tushuguan 101niandu xingzheng fuwu pinzhi manyidu diaocha baogao. Retrieved From http://www.lib.nccu.edu.tw/media/content/2012121313 045.pdf】