大學圖書館使用者對網站功能需求之研究

A Study of University Library Website Functions of Users’ Need

劉宜臻

指導教授 ： 謝建成

國立臺灣師範大學/教育學院/圖書資訊學研究所/碩士(2010年)

摘要

根據過去文獻顯示，圖書館網站所提供的內容及服務功能性為影響使用者使用意願及滿意度的關鍵，因此，圖書館應滿足使用者對圖書館提供多元服務的期待，並且將焦點放在植基於網路的服務上。有鑑於目前探討大學圖書館網站的研究多偏向可用性議題，或是品質評估的面向；而品質評估又著重於實體圖書館；且國內研究對於大學圖書館網站的內容分析或是服務探討之年代較為久遠，不符現今網路技術趨向。於此，本研究想真正從使用者觀點出發，瞭解大學圖書館網站應提供哪些服務與功能，才能滿足使用者的需求。

本研究針對目前大學圖書館網站在服務與功能的提供情況進行內容分析，並以深度訪談法探求使用者之服務與功能需求，最後再以修改之SERVQUAL量表問卷調查本研究所所提出的服務與功能項目，是否能讓使用者滿意度上升。

研究結果顯示目前國內外大學圖書館網站在圖書館相關資訊的提供情況較佳，而使用者使用大學圖書館網站的主要目的為館藏查詢，並且最希望網站能提供對館藏內容的描述資訊。一般使用者與圖書館專業人士對網站提供服務與功能之看法落差主要為學科資源的建置。整體而言，使用者對現今大學圖書館網站服務與功能總滿意度介於普通至滿意之間，而對於本研究提出之大學圖書館網站服務與功能總滿意度同樣介於普通至滿意之間，但滿意度有所差異且略為提昇，兩者間差異主要來自於與互動性相關的服務與功能。
最後依據研究結果提出下列幾點建議，以供大學圖書館作為參考：1.大學圖書館網站應重視館藏內容描述資訊的提供；2.學科館員制度的建立；3.重視與讀者間的互動；4.進行使用者意見調查。

關鍵字

大學圖書館網站 ； 網站功能 ； 使用者滿意度

並列摘要

Literature show that the content and services which library websites provide is the key to affect users＇ will and satisfaction of using, therefore, the libraries should provide multiple services to meet the users＇ expectation, and focus on plant-based network services. In view of the present studies of university library website were focused on usability issues or quality assessments; and quality assessment has focused on the physical library; besides, content analysis or services reviews of the university library websites of domestic researches are outdated, inconsistent with the current trend of network technology. Here, in this study, try to be from of the users＇ point of view to understand what services and features university library websites should provide to meet the users＇ needs.
This research is focus on the content analysis of services and functions provided by university library websites, and try to explore the website functions of users＇ need with the depth interview. Finally, see if the services and functions proposed by this research make users＇ satisfaction increased by modified SERVQUAL scale survey.
The results show that the university library websites have good representation in providing library related information, besides, collection search is the main purpose of using the university library websites, and the most expect feature is to provide the descriptions of the collection. The idea of the subject resources is different between general users and library professionals. Overall, users＇satisfaction of services and functions of their own university library website are between normal and satisfactory, same as the satisfaction of the items proposed by this research, but there＇s a slight increase of latter. The difference mainly comes from the interactive-related services and functions.
Finally, according to the research results, here are several suggestions for the university library as a reference: 1. University library websites should attach importance to the provision of descriptions of collection; 2. Subject librarian system is established; 3. University library websites should attach importance to the interaction between readers.

並列關鍵字

university library website ； website function ； users＇ satisfaction

參考文獻

王梅玲（2003）。網路教學帶給大學圖書館的挑戰與機會。圖書與資訊學刊，44，53。

薛理桂（1998）。圖書館在網際網路提供的讀者服務。圖書與資訊學刊，24 ，35-43。

Casey, M. E., & Savastinuk, L. C. (2007). Library 2.0: A guide to participatory library service. New Jersey: Info Today.

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