- 期刊
科技大學圖書館服務品質缺口五之探討－以A科技大學為例
A Study on the Gap 5 of Service Quality for the Library of the University of Technology-Take the A University as Example
摘要
本研究旨在探討A技科大學學生對學校圖書館服務品質重視度與滿意度之關係，進而了解A技科大學服務品質缺口。本研究採用問卷調查法，共發出300份問卷，有效樣本273份。並以IPA模式，建立校方圖書館服務品質的優、劣勢，以作為服務品質改善之依據。本研究之研究結果為：（1）學生對A科技大學七個服務品質構面的實際認知（滿意度）與期望（重視度）均存有顯著的差異，且其落差值均為負值，表示學生對A圖書館服務品質之實際感受均低於期望認知。証實PZB模式缺口五存在。七個服務品質項目中，缺口最大的前三項，依序為「館員服務態度」，「館藏利用」及「借還書服務」。而以「開館服務時間」的缺口最小。（2）女生在「館藏利用」的品質缺口落差上大於男生；男生在「開館服務時間」的品質缺口落差上大於女生；在「借還書服務」上，「資訊管理系」的缺口落差大於「國際貿系」；在「服務內容，方式及作業時間」上，「化工與材料工程系」的缺口落差大於「機械工程系」。（3）經IPA模式分析，校方迫切需要加強改善的項目有：館員服務態度、敬業精神，回答問題的正確性。就硬體設備方面，館藏書刊資料新穎、時效及完整性，及對圖書館各區的標示醒目性，亦需加強。
並列摘要
In the research, the service quality of school library is studied by surveying the satisfaction and the Importance for the students in the A university of technology, and then to find out what are the gaps of service quality. The research uses the procedure of questionnaire survey. There were 300 questionnaires been sent out, and 273 effective samples had been received. After establishing the IPA model, we arrange several advantages and disadvantages about library service quality to provide the school authorities as reference. These suggestions are useful for the improvement of library service quality. The research results are given as below: 1. Regarding seven constructions of service quality for the library of the A university of technology, student's actual perception (degree of satisfaction) has important difference with the expectation (degree of Importance). The difference results in negative value. It indicated that the service quality is not enough to satisfy student's expectation. It also confirms the gap 5 of PZB pattern being existed. Among the seven constructions of service quality, the biggest first three gaps are in order ”the librarian's service attitude”, ”book borrowing service”, and ”the library's equipment and environment”, while the gap ”open the servicing time” is the smallest one. 2. The female students have bigger dropping gap than the male student in the item ”the collection and use”, but have smaller dropping gap in the item ”open the servicing time”. In ”book borrowing service”, the dropping gap for the students of the department of information management is bigger than that of the department of international business. In ”the service content way and the operating time”, the dropping gap for the students of the department of chemical industry and material engineering is bigger than that of the department of mechanical engineering. 3. After the IPA pattern analysis, there are three items need to be further improved as follows: the librarian's service attitude, the professional dedication, and answer the question accurately. In the aspect of hardware equipment, the improvements are also needed to be implemented at the items, maintaining the collection books and periodical materials being novel, effectiveness, and integrity, as well as using high-lighting indications to distinguish different functional regions of library.