智慧圖書館讀者之使用需求與滿意度研究：以臺北市立圖書館為例

公共圖書館為提供民眾閱讀、資料查詢與知識交流的重要場所，隨著資訊科技的創新演變，以自助式服務為主的智慧圖書館在其便利與節省人事成本的特點下應運而生。為了解臺北市立圖書館所屬智慧圖書館之讀者特性、使用情形、使用需求及滿意度現況，並探討不同使用特性與來自不同智慧圖書館之讀者對於各項服務之需求程度與滿意度的差異情形，本研究採用問卷調查法，以2017年臺北市立圖書館所屬之七座智慧圖書館為研究場域，透過五大衡量項目（即1.館藏資源、2.設備與電腦、3.資源取得與歸還服務、4.人員服務、5.整體概況），檢視智慧圖書館的各項館藏、設備及服務項目，據以了解智慧圖書館讀者之需求程度與滿意度現況，進而對照各館讀者特性及其使用情形，並加以討論。本研究期望進一步深化當前智慧圖書館相關研究，並於實務上提供國內公共圖書館於新增或調整智慧圖書館服務項目及設施上的具體建議。為確實掌握各館讀者特性，研究者於不同時段至各館發放實體問卷，共計回收412份有效問卷。本研究之主要之研究發現包括：一、智慧圖書館的讀者多為居住於當地的學生，且居住地以智慧圖書館的所在地為主；二、智慧圖書館讀者到館原因多為離家近，其到館頻率及停留時間因智慧館所在地點而異，而許多讀者並未借閱圖書或少量借閱；三、讀者對智慧圖書館之館藏、設備與服務的滿度度皆較其需求程度高，而其對於新服務的需求程度以新增跨館還書及取預約書服務最高；四、不同智慧圖書館讀者對智慧圖書館的整體需求程度有所差異，然其滿意度皆偏高；五、低使用頻率、短時間停留或無借閱圖書之讀者對智慧圖書館的整體需求程度較低。根據本研究之發現，研究者針對館藏、設備與服務方面提出以下建議：就館藏而言，目前智慧圖書館的館藏無法滿足大量借閱讀者的需求，且各館讀者特性各異，故建議智慧圖書館針對讀者之館藏需求，建立更完善的意見回饋機制，以作為增加智慧圖書館館藏量之評估依據。就設備與服務方面，雖然本研究結果中，整體滿意度偏高，但讀者對於智慧圖書館所提供的無線網路品質及館外還書機的使用滿意度上尚有改善空間，故建議智慧圖書館加強無線網路的通訊品質及改善館外還書機效能。此外，許多讀者同時前往一般圖書館使用智慧圖書館未提供的服務，尤以取預約書及歸還非智慧圖書館之書籍居多，建議進一步增設便於讀者利用之服務與駐館停留之設備，如：新增能夠借閱外館圖書的預約書服務，並設置還書箱以供歸還非智慧圖書館之圖書。讀者對於人員服務之需求雖然不高，但少數讀者於開放性意見中提及偶有讀者違規行為干擾其他讀者，故智慧圖書館宜建立有效的巡視機制，確保讀者之安全，並維護舒適的閱覽環境。本研究根據問卷調查結果提出以上實務建議，未來研究可在此基礎上，進一步透過質量兼具的混合研究方法，了解影響不同使用特性之智慧圖書館讀者對於館藏、設備與服務之需求與滿意度之因素，並據以建立智慧圖書館的館藏發展與服務方向之評估機制；亦可進一步擴大研究範圍，探討讀者對於一般圖書館與智慧圖書館在館藏、設備與服務方面之需求，如此將有助智慧圖書館與一般圖書館之定位，在有限的資源下，進行更有效的資源分配，以求妥善規劃未來智慧圖書館與一般圖書館之服務。

關鍵字

智慧圖書館；讀者特性；使用情形；使用需求；滿意度

並列摘要

Public libraries are important places for people to read, search information and exchange knowledge. With the evolution of information technology, intelligent libraries have emerged due to its convenience and cost savings. The purposes of this study include: 1. to understand users’ characteristics, library use behavior, needs, and satisfaction; 2. to investigate the differences of needs and satisfaction among users’ from different intelligent libraries and with different library-use characteristics. This study used a survey to study seven intelligent libraries of the Taipei Public Library (as of 2017). The survey instrument was designed based on relevant literature and measured user needs and satisfaction in five dimensions—“collection,” “facility,” “circulation service,” “staff service,” and “overall perception.” The library-use behavior was measured by frequency of library visit, time spent in the library, and whether or not/number of books they typically borrowed. This study expects to deepen relevant studies on intelligent libraries and to provide specific suggestions for public libraries to facilitate intelligent library services. In order to understand the characteristics of the users, the researcher distributed the survey during different times and days of a week, and obtained 412 valid responses. The main research findings of this study include: 1. users of intelligent libraries are mostly students living close to the intelligent library and reside in the same district as the library; 2. users typically visit the intelligent library because it is close to home; users’ frequencies of visit and time spent in the library vary depending on the library location, and many users do not borrow books or only borrow a few books; 3. users’ satisfaction is higher than their needs regarding collection, facility and services, and they would especially like intelligent libraries to start new services on returning materials and picking up requested materials from another branch; 4. users from different intelligent libraries express different degrees of their overall needs for the intelligent library, but their satisfaction are all high; 5. users with low frequency of use, short-period of stay, and no book-borrowing express their overall needs for the intelligent library to a lower extent. According to the above findings, this study proposed the following suggestions for intelligent libraries: As to library collections, the current collections of intelligent libraries cannot meet the needs of heavy users who borrow many books. Since the characteristics of users vary from library to library, a well-developed feedback system is needed, and users’ feedback can be used for collection acquisition. As to library facility and services, although the overall satisfaction is high, users pointed out that the quality of Wi-Fi and self-check machines outside the library needs some improvement. In addition, users typically spent a short-period of time in the intelligent library, and many users visit non-intelligent libraries for services that do not provide by the intelligent library (e.g., pick up requested materials and return materials from another branch). Therefore, intelligent libraries may consider to offer such services and to retain users to stay longer in the libraries. Although users do not strongly express their needs for staff, some mentioned in the open-ended questions that some inappropriate behavior may bother other users in the library. Therefore, intelligent libraries may need to establish an effective way of patrol to ensure users’ safety and comfort in intelligent libraries. Future research can use mixed-method research designs to further explore the factors affecting users’ needs and satisfaction so that intelligent libraries can establish an assessment system for collection development and other services. Furthermore, future research can expand the scope to investigating user needs both in intelligent and non-intelligent libraries. This may help better understand how to allocate resources effectively between intelligent and non-intelligent libraries.