服務品質、滿意度與再使用意願關係之研究：以真理大學圖書館為例

A Study of the Relationships among the Service Quality, Satisfaction and Reuse Intention: A Case Study on Aletheia University Library

周宏宏(Hung-Hung Chou)

《真理大學人文學報》 7期 (2009/04) Pp. 74-103

https://doi.org/10.29962/TOJA.200904.0004

摘要

本研究主要目的在探討大學圖書館的服務品質、使用者滿意度與再使用意願之間的關係，並且以使用者的立場，藉以瞭解使用者對於圖書館服務品質、滿意度與再使用意願的知覺感受。本研究以真理大學圖書館使用者為研究對象，共發出問卷700份，無效問卷59份，實際回收有效問卷為641份，有效問卷回收率為91.57%。將回收資料採用獨立樣本t檢定（Independent Samples t-test）、單因子變異數分析（One-wayANOVA）、Scheffe法多重比較、Pearson積差相關分析，結構方程模式（SEM）之次模式徑路分析。在徑路分析使用LISREL分析軟體進行研究變項間線性關係，研究發現服務品質（服務觀感、資訊取得、個人控制、圖書館環境等四項）分別對滿意度與再使用意願有顯著性正向的影響，滿意度對再使用意願亦有顯著性正向的影響。此外，使用者滿意度是服務品質（服務觀感、資訊取得、個人控制、圖書館環境等四項）與再使用意願間的中介變項。基於實證結果，本研究提供大學圖書館管理者具體建議：(1)改善館員服務態度、提升館員人際溝通能力、專業技能與資訊素養；(2)充實館藏資源、加強館際合作；(3)落實圖書館利用教育，並加強參考諮詢服務；(4)提供簡易操作資訊設備，加強使用者自我學習的能力；(5)改善圖書館的環境，提供多元化的學習與研究空間。

關鍵字

服務品質 ； 滿意度 ； 再使用意願 ； 結構方程模式 ； 線性結構關係

並列摘要

The purpose of this study is to investigate the relationships among ＂service quality,＂ ＂satisfaction＂ and ＂reuse intention＂ at the academic library for understanding the users' perception of service quality, satisfaction and reuse intention. The users at the Aletheia University Library are the target population. 700 questionares were distributed and 641 effective ones returned, resulting in an approximate response rate of 91.57%. By adapting the Independent Samples t test, One-way ANOVA, Scheffe method and Path Analysis of LISREL model, the resultant is that users' perception of serviec quality (affect of service, access to information, personal control, library as place) toward the satisfaction has significantly positive effects. The users' perception of serviec quality (affect of service, access to information, personal control, library as place) toward the reuse intention has significantly positive effects. Additionally, satisfaction has a mediate effect on relationship between users' perception of serviec quality (affect of service, access to information, personal control, library as place) and reuse intention. Based on the experimental results, recommendations are provided for the academic libraries that devote themselves to improve library services:(1)improving the librarians' attitudes, interpersonal communication competence, professional skills and information literacy;(2)enriching the library collections & resources and strengthening interlibrary cooperation;(3)carrying out the library-use instruction and strengthening the reference service;(4)providing accessible information equipment and simple approaches for operation to facilitate self-learning;(5)improving the library surroundings to offer users a more diversified learning environment.

並列關鍵字

Serviec Quality ； Satisfaction ； Reuse Intention ； SEM ； LISREL