本研究從圖書館使用者觀點來探討影響滿意度的原因,以亞洲大學圖書館使用者為研究對象,期望透過本研究結果,針對使用者的需求,做為圖書館提昇服務品質之參考。本研究首先藉由相關文獻,以及亞洲大學圖書館的現況,發展研究架構及問卷,再以SPSS 10.0.7C for Windows進行資料分析。 本研究使用四個構面衡量使用者滿意度,研究結果發現,使用者到圖書館所使用的服務類型以圖書閱覽最高,所使用的資料類型以一般圖書最多;男性使用者的滿意度高於女性使用者;使用者的身份、年齡及所屬學院對滿意度並無顯著影響。使用者對於亞洲大學圖書館各服務品質衡量構面滿意度的高低依序為:館藏資源與空間環境、館舍軟硬體設備供給、行政管理與服務政策、電子資源及e化服務。 此外,結合模糊理論與重視程度-績效水準分析,分析使用者對圖書館各項服務的評價,研究結果發現,「設備與環境」、「進出管制方式」、「書刊線上續借及預約」及「閱覽座位數量」等四項屬表現良好而應繼續保持之服務項目,而「紙本館藏」、「藏書空間安排」、「借還書逾期處理方式」、「影印設備數量」及「資料檢索電腦數量」等五項則是使用者認為重視而不滿意之服務項目,建議圖書館應列為首要之改善重點。
This study discusses factors that would affect users’ satisfaction from library users’ viewpoints. The research is conduct in Asia University and provides insights of users’ requirements to improve library service quality. This study first reviews the related literature and investigates the current situation in the library to develop the research framework and questionnaire items. Then SPSS 10.0.7C for Windows is used to analyze the data. Four constructs are used to evaluate users’ satisfaction, and the results show that the satisfactory level for each item is above average. The types of service and material used most often are reading and general books. The satisfactory level of male users is higher than that of female users. The effect of users’ identity, age, and college are not significant. The magnitude of effect of the four constructs can be ranked from the strongest one to the weakest one in the following orders: “resources and space environments”, “software and hardware facilities in storage”, “administrative management and service policies”, and “electronic resources and e-services”. This study also analyzes users’ evaluation of services using fuzzy theory and importance-performance analysis. The result indicates library facilities and environment, library users’ regulation, and on-line renew and reservations are services should be keep. On the other hand, the volumes of books and journals, the space utilization, the penalties of late-return books, the number of seats in reading areas, the number of copy machines, and the number of computers for information retrieval are not doing well now and should be improved in the first place.