圖書館E-Service使用者需求與評量指標建立之研究－以某科技大學圖書館爲例

A Study of Realizing the Users' Needs and Developing the Assessment Indicators of Library E-Service

林永清(Yeong-Ching Lin) ； 蕭錫錡(His-Chi Hsiao)

《服務業管理評論》 6期 (2008/12) Pp. 17-32

https://doi.org/10.29858/SIMR.200812.0002

摘要

本研究主要目的在於了解使用者對科技大學圖書館E-Service的需求，探索圖書館在E-Service上的優勢與弱勢，建立科技大學圖書館E-Service品質評量指標。本研究以澎湖科技大學全校師生爲研究母體，共發放問卷600份，回收問卷469份，剔除無效問卷58份，有效問卷計411份，淨回收率68.5%。本研究以問卷調查方式進行，問卷題項乃經由文獻探討與焦點團體而來，問卷回收後主要利用的統計分析方法有：次數分配、因素分析、項目分析、「重要性－績效」矩陣分析等。經由探索性因素分析發現：讀者對圖書館E-service的服務需求可歸類爲四大因素：(1)館員服務、(2)電子資源、(3)電子設施、(4)網站設計。本研究就此四大需求因素，利用「重要性程度－績效程度」矩陣分析法，分別提出其經營上之優勢與弱勢，研究結果可做爲圖書館E-Service相關部門業務改善與品質提升之參考，最後參酌讀者對圖書館E-service的期望程度，進而建立圖書館E-service品質評量指標。

關鍵字

圖書館E-Service ； E-Service使用者需求 ； E-Service品質評量指標

並列摘要

The purposes of this study are to realize the users' needs of library e-service, investigate the strength and weakness of library e-service and develop the indicators of e-service for the technical library in Taiwan. The result of this study will offer library to improve the quality of e-service. The whole of faculty and students of National Penghu University were invited to participate in this research project, a total of 600 surveys were distributed, 469 (78.16 per cent) were returned, and 411 (68.5 per cent) were available. Through the use of factor analysis on more than 50 variables that faculty and students at N PU rated, the finding of this study is that the users' needs of library e-service were classified as 4 dimensions, which including service delivered by staff, e-resources, e-environment and web side design. Under these 4 factors, several strength and weakness of library e-service were pointed out individually by expectation-performance analysis, finally considering the gap between services provided and customer expectation, the indicators of e-service of technical library were proposed.

並列關鍵字

E-Service Quality ； Indicators of Library E-Service