板橋低碳智慧圖書館使用行為之探討

A Study on User Intention and Behavior of Self-service Library in Banqiao Station

吳佳錦(Jia-Jin Wu)

指導教授 ： 曾淑芬

元智大學/資訊學院/資訊社會學碩士學位學程/碩士(2012年)

摘要

隨著資訊科技的發達，圖書館已邁向自助式。無線射頻技術（RFID）改變了圖書館傳統服務，給圖書館帶來了嶄新的管理模式，不但能加速館員對館藏的管理與盤點作業，更為讀者提供了更加便利快捷的圖書借還服務。自助服務頓時成為圖書館一項強大的服務模式，正逐漸受到廣大圖書館的青睞，並推廣使用，自助式圖書館也因此紛紛設置。目前對於圖書館的研究大多著重於學校圖書館、公共圖書館與專業圖書館，在智慧圖書館方面較少相關研究，以讀者層面來探討智慧圖書館的研究更是稀缺。

有鑒於此，本研究從讀者角度，瞭解讀者對板橋低碳智慧圖書館的接受度與使用行為，並進一步探討影響讀者接受與使用的關鍵因素。以「整合性科技接受模型（Unified Theory of Acceptance and Use of Technology, UTAUT）及「服務品質模式」（PZB Model）的SERVQUAL量表作為理論架構。研究對象為板橋低碳智慧圖書館之使用民眾為主，透過問卷調查法，收集了429份有效樣本並進行量化統計分析。研究結果發現：「有用易用性」、「有形性」與「正確性」是正面影響讀者意願的重要因素。而「使用意願」只能部分顯著預測「實際使用行為」。

本研究提出四點結論：(1)影響使用意願的採用構面中以「有用易用性」的預測力最高，因此建議未來建置單位在設置智慧圖書館時，應特別採用友善介面易操作且故障率低的自助設備，以增加讀者的使用率。(2)「社會影響」並不會正向影響「使用意願」，是因為讀者有八成以上是成年人，具有自主行為能力，加上圖書館在社會上給人的觀感始終是正面的，因此不必要受到周遭人的影響。(3)使用意願會影響智慧圖書館的實際使用，但卻是呈現負相關，說明使用意願高，但前來的讀者，其使用時間卻不長；歸究原因，與館藏不多、桌椅不足或不符合個人需求等因素有關。(4)家管與退休人士到館頻率及使用時間均高於其它職業類別，顯示智慧圖書館即使蓋在人多熱鬧的地方，但使用的族群大多是住在附近、時間較充裕的民眾。建置單位能否吸引其它族群前來，才是智慧圖書館未來能否有效利用，達到全民閱讀的關鍵。

關鍵字

智慧圖書館 ； 使用行為 ； 科技接受模式 ； 服務品質

並列摘要

Currently most research topics of libraries focus on school libraries, public libraries, and professional libraries. There are not so many research related to self-service libraries, especially topics based on readers’ point of view. With the explosive improvement of information technology, libraries become more and more self-service inclined. Radio Frequency Identification Technology (RFID) changed services provided by traditional libraries and introduced an innovated management model. RFID not only shortens the time librarians spent on managing library collections, but also provides readers a more efficient way to borrow and lend books. Self-service eventually becomes a powerful service model of libraries and is applied in most libraries. Therefore self-service libraries are set up recently.

According to the growth of this self-service model, our research tried to understand how readers accept and behave in Banqiao low-carbon self-service library; and discuss factors influence readers. Here we use Unified Theory of Acceptance and Use of Technology (UTAUT) and SERVQUAL in PZB Model as theory foundation. This research mainly targets on users of Banqiao low-carbon self-service library. Based on 429 valid samples from questionnaires, we do quantitative analysis. Based on our results, we found 1) usefulness and ease, 2) tangible, and 3) accuracy are factors influencing readers positively. However, behavioral intention only predicts user behavior partially.

Our research summarizes four conclusions:

1) "Usefulness and ease" has the highest predictability among all factors, so we suggest when constructing self-service library, self-service devices with friendly interface and low-breakdown rate should be considered first to increase reader utilization.

2) "Social influence" doesn't positively influence "use intension" because more than 80% of readers are adults and they have better control on their own. Besides, generally libraries have positive influences sociologically, so adults are not affected by surrounding people easily.

3) Use intention does influence how self-service library are used in reality, but it is related negatively. This implies that even use intention is high, the real utilization time is not such long. Reasons include a) short of library collections, b) lack of desks and chairs, and 3) not matching personal requirements.

4) Both households and retired people have higher using frequency and time than other groups. It shows even self-service library are built in crowded areas, people who use library are people living nearby with more free time. Whether planners can attract groups other than households and retired people is the most important thing. It is the key to achieve popularizing reading habits and whether self-service library can be used effectively.

並列關鍵字

self-service library ； user behavior ； technology acceptance model ； service quality

參考文獻

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