讀者對長榮大學圖書館整體服務品質滿意度探討

A Study on the Users' Satisfaction with the Overall Service Quality of the Library of Chang Jung Christian University

陳黃麗純(Li-Chun Chen Huang)

《長榮大學學報》 15卷1期 (2011/06) Pp. 73-88

https://doi.org/10.30115/JCJCU.201106.0004

摘要

長榮大學圖書館遷至新館已有一年多，本研究用問卷調查，再加以統計分析。探討讀者對圖書館的滿意度與重視度，依性別、身份、學院來找出重視程度與滿意度的缺口，為圖書館做一個體檢，並與八年前研究結果相比較。結果發現八年前的探討問題有些仍存在，硬體上空間設備解決，但新館又有新問題。建議學校應編列足夠經費，以充實館藏及提供現代化設備，提高館員的素質與服務熱誠，也提高讀者公德心，並配合圖書館的政策，讓圖書館成為全校師生的最愛。

關鍵字

服務品質 ； 顧客滿意度 ； 圖書館服務 ； 圖書館 ； 服務業

並列摘要

The new library facility in Chang Jung Christian University has been in service for more than a year. We conducted a survey to understand the library service quality. Groups of participants were classified according to their genders, identities, and colleges. By doing the Importance-Satisfaction analysis, the data was used to thoroughly examine the entire library system in order to reveal the service gaps.
We have compared the current study with that of eight years ago. Several problems discussed in the previous report still exist. The hardware problem identified previously had been solved because of the new facility. But, the new facility has its own issues. We strongly recommend that a sufficient fund should be budgeted for purchasing more materials, updating the existing equipment, and improving service attitudes of librarians. Nevertheless, users' morality is a necessity to make the library become the most favorable place for teachers and students in the school.

並列關鍵字

Service Quality ； Customer Satisfaction ； Library Service ； Library ； Service Industry

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