博物館附屬專門圖書館服務品質之研究：以科普圖書館為例

Museum Library Services Quality: A Case Study of Popular Science Library

楊憶婷(Yi-Ting Yang) ； 林之丞(Chih-Cheng Lin) ； 張簡智挺(Chih-Ting Chang Chien)

《科技博物》 22卷2期 (2018/06) Pp. 37-56

摘要

本研究主要透過問卷調查，並以國立科學工藝博物館附屬圖書館-科普圖書館作為研究對象，透過使用者依實際感受對科普圖書館提出意見及滿意度，讓科普圖書館更了解讀者反應及需求，達到自省及服務品質提升的目的，透過問卷調查統計分析而得到量化的依據可作為專門圖書館服務讀者之參考。博物館及圖書館都屬服務機構的範疇，隨著近年來政府補助減少，各種新媒體崛起，資料搜尋及知識獲取的管道眾多，圖書館面臨許多嚴峻的挑戰，例如：讀者需求多元、館藏需求大幅增加、因此圖書館須提供積極的服務品質以滿足博物館研究人員及讀者的需求。服務品質對於圖書館及博物館就如同產品品質對於企業，提供優質及友善的服務回應市場及讀者需求是博物館及圖書館永續經營的最佳途徑，因此本研究針對專門圖書館進行服務品質研究，希冀研究結果可提供專門圖書館改善服務品質。研究結果顯示，民眾對於圖書館硬體設備中最重視的是燈光及主題展示區，經營適合不同年齡層科普主題的書展將有利於提升服務品質。民眾對於科普漫畫和外文科普館藏表示滿意，顯示此兩項的館藏將為重要的特色。而民眾重視服務人員的態度及傾聽讀者意見，表示在服務過程相當重要，有助於提升服務品質。

關鍵字

圖書館 ； 服務品質 ； 服務品質評量

並列摘要

This research investigates service quality of Popular Science Library in National Science and Technology Museum by questionnaires. The questionnaire surveys from users can better understand the users’ needs and improve the service quality of Popular Science Library. The analyzed results of this study are also a reference for Special Libraries. Museums and libraries are all service organizations. With the reduction of government subsidies in recent years and the rise of various new media, there are numerous ways for data search and knowledge acquisition. Libraries face many severe challenges. As a result, libraries must provide more service for users and improve the service quality. Providing high quality and friendly service is the best way for sustainable operation of museums and libraries. Therefore, this study focuses on the service quality of specialized libraries in museum. The results show that the sufficient lighting and the theme display areas are important library's environment. Provide suitable science topics books for different ages will help improve service quality. The science comics and English science books interest users of Popular Science Library. These two collections will be features in library. Finally, the attitude of service people and attentive listening are important for users. This result means that the service process is very important and helps improve service quality.

並列關鍵字

Library ； Service Quality ； Service Quality Assessment

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