大學圖書館資源利用及服務品質之研究---以臺灣師範大學圖書館為例

Research of University Library Resource Utilization and Quality of Services ---The Case Study of Library of National Taiwan Normal University

林育云(Yu-yun Lin)

指導教授 ： 陳昭珍

國立臺灣師範大學/教育學院/圖書資訊學研究所/碩士(2008年)

摘要

隨著時代的轉變，大學圖書館的使用者逐漸將自己視為圖書館的「消費者」，期望獲得優良的服務。而大學圖書館的使用者因為背景因素的不同，在使用圖書館資源的特性上，以及對圖書館服務品質的感受都有所不同。因此，本研究以大學圖書館使用者的身份別作為類型分類，探討教師、博士生、碩士生及大學生等四種類型的使用者，使用實體圖書館資源及數位圖書館資源的頻率、使用原因，及其對圖書館服務品質之重視程度、滿意程度及差異為何，提供大學圖書館在資源分配上及服務改善上的參考。

本研究以臺灣師範大學師生為研究對象，利用問卷調查法及半結構性訪談法進行，問卷主要以國外大學圖書館普遍採用的LibQual+™量表為基礎。在圖書館資源使用的結果顯示，學生使用實體圖書館的頻率高於教師，而使用者對數位圖書館都有一定需求；學生使用圖書館的目的為課業、學術研究及興趣休閒，教師則是課程教學及學術研究；大學生主要使用專業性及休閒性的實體館藏，研究生及教師則使用專業性的實體及電子館藏；實體館藏的使用原因是：紙本館藏無電子版、不瞭解需求或不會操作電子資料庫及紙本特有的便利性；數位館藏的使用原因是：新穎性及電子便利性。在圖書館服務品質評量結果顯示，使用者最重視及最滿意的服務品質構面是圖書館環境空間構面，最不重視及最不滿意電子館藏資源構面；圖書館最亟需改善圖書館紙本館藏構面與圖書館設施構面。另外，研究發現使用者對圖書館服務品質五構面的看法，如使用者與館員的每次接觸都會影響使用者對館員的觀感、資料的可得性及新穎性是決定館藏量是否充足的關鍵等，並綜合使用者的看法及意見，提出研究建議。

關鍵字

大學圖書館 ； 服務品質 ； 服務品質量表 ； LibQual

並列摘要

Through the time goes by, the users of University libraries gradually view themselves as the “consumers” of the libraries, and expect to receive good services in the libraries. However, the users of University libraries are distinguishing in their backgrounds, therefore their characteristics of utilizing the resource of libraries and their feelings on the quality of services in the libraries are diverse. This research adopts the identification of the users of University libraries as the classification basis, divides the users as four different types of users: instructors, doctorial students, graduate students, and undergraduate students, then exam how they utilize the substantial and digital library resources, the frequency of the utilizations, why they utilize it, how they emphasize the quality of library services, degrees of satisfactions, and what are the differences between them in order to provide referrals for the resource distributions and service improvement of University libraries.

The research target is the faculties and students in National Taiwan Normal University, applied questionnaires and semi-constructive interviews to collect data, and gathered total 897 effective questionnaires and 25 interviewees. The questionnaire is base on the universal introduced LibQual+™ scale. The result of library resources utilize shows that the frequency of substantial library utilization of undergraduate students, graduate students, and doctorial students are higher than instructors. All the users have the specific demands on the digital library, the purposes of undergraduate students of utilizing library are school works and leisure activities; as for graduate students and doctorial students, their purposes are school works, academic researches, and leisure activities, and the purposes of instructors are program instructions and academic researches. The undergraduate students mainly utilize the professional and leisure substantial collections, the graduate and doctoral students and instructors otherwise utilize the professional substantial and digital collections. The reasons of utilizing substantial collections are: the paper-collections don’t have electronic versions, the users may not understand if they need the electronic databases or not, the users may not be able to operate the electronic databases, and the specific convenience of the paper collections; as for the digital collections are novel and electronic conveniences. The evaluation of quality of service in library shows that the most valuable and satisfying aspect of quality of service for the users is the environment and space of the library, and the less valuable and satisfying aspect is the electronic collected resources. The aspects that require to be improved the most of the library are the paper collections and facilities. Furthermore, the research discovers that on the five aspects of quality of services in library, every time the user has contact with the librarian would influence the user’s feelings toward the librarian, the accessibility of information, and the novelty, which are the decisive factors of identifying if the collections in the library are sufficient or not. Finally, this research generalizes the opinions and suggestions or the users, and proposes correlated advises.

並列關鍵字

University Library ； Service Quality ； Service Quality Scale ； LibQual

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