公共圖書館顧客抱怨之處理與顧客滿意之經營

Customer Complaints and Customer Satisfaction with Public Libraries

曾淑賢(Shu-Hsien Tseng)

《臺北市立圖書館館訊》 24卷2期 (2006/12) Pp. 19-44

摘要

顧客滿意是圖書館績效的重要評量指標。公共圖書館應將使用者需求的滿足視為圖書館服務的最主要目標。本文先介紹顧客的類型、需求、期望及認知，分析顧客抱怨發生的原因、顧客抱怨的管道、顧客抱怨的處理、圖書館處理顧客抱怨的機制，並探討顧客滿意觀念架構及指標、顧客滿意的基本特點、圖書館顧客滿意相關研究、顧客滿意經營的挑戰、原則及作法；此外，以美國巴爾的摩郡公共圖書館和臺北市立圖書館經營顧客滿意的作法為例說明實際的作法。

關鍵字

公共圖書館 ； 公共圖書館顧客 ； 顧客抱怨 ； 顧客滿意

並列摘要

Customer satisfaction with library services has long been regarded as an important measure of library performance. Satisfying Users' needs in the public libraries should be the primary objective of libraries and librarians. This article introduces customers, customer demands, customer expectations, customer and perception; analyze customer complaint and the way to encourage customer complaints, the resolution of customer complaints and explores how to improve customer and workers' satisfaction. This article also introduces the experiences of Baltimore County Public Library and Taipei Public Library on satisfying Users' needs.

並列關鍵字

Public Libraries ； Customer of the Public Libraries ； Customer Complaints ； Customer Satisfaction

參考文獻

劉明德(2004)。顧客滿意與營運績效之連結。企業管理學報。61

Federal Benchmarking Consortium Study Report

George D''Elia,Eleanor Jo Rodger(1996).Customer Satisfaction with Public Libraries.Public Libraries.292

Peter Brophy,Kate Coulling(1996).The Customer Perspective.Quality Management for Information and Library Managers.45

Susan Jurow,Susan B. Barnard(1993).Integrating Total Quality Management in a Library Setting.New York:The Haworth Press.