透過您的圖書館登入
IP:18.233.223.189
  • 學位論文

應用模糊理論探討國家圖書館服務品質之研究

Application Fuzzy Theory in the Service Quality of the National Central Library

指導教授 : 林呈潢
若您是本文的作者,可授權文章由華藝線上圖書館中協助推廣。

摘要


資訊的發達及網路的興起,圖書館普遍面臨進館人數降低的問題,為了提升競爭力,滿足讀者需求,以吸引更多讀者的進館與利用,服務品質的提昇,已是圖書館界努力的不二法門。 人類的思考模式、語意的表達及對感覺的判斷,都存在著模糊的現象,模糊理論乃是為了解決生活中所存在的模糊現象,所發展出的一門學問。有別於傳統的二分法選擇,模糊理論強調以歸屬度的方式,將人類的主觀概念,以客觀的方式作定量化的處理,得到明確的結果。 本研究以LibQUAL+TM量表,對國家圖書館的到館讀者進行問卷發放,並應用模糊綜合評判法(Fuzzy Comprehensive Evaluation),進行資料的演算,以了解讀者對國家圖書館服務品質的認同度,也希望藉此研究提供另一種服務品質的評量模式。 本研究結果發現:一、模糊理論適用於圖書館各項服務的調查;二、依各構面的研究而論:1.服務影響性:不表意見的讀者達三成以上,顯示國家圖書館的非直接讀者比例高;2.圖書館場所性:認同度達76%,顯示讀者對該館的環境頗為認同;3.資訊取用性:有七成以上的讀者表示認同,表示資源符合多數讀者需求;三、整體服務品質:1.讀者對三個構面的認同度,依序為圖書館場所性、資訊取用性、服務影響性:2.認同者與不認同者的比例,相差懸殊,顯示國家圖書館服務品質穩定性高;3.七成的讀者認同國家圖書館的服務,顯示該館的服務是良好且被接受的;4.依讀者回饋意見分析,顯示讀者認為資訊取用性的重要大於服務影響性,然後才是圖書館場所性,與國家圖書館館員給予三個構面權重的看法一致。 根據研究結果,本研究提出以下建議:一、鼓勵讀者勇於提問,彰顯參考服務功能;二、豐富館藏資源,滿足讀者需求;三、安排館藏資源利用教育課程,培養讀者的資訊素養;四、加強宣導國家圖書館的服務功能;五、鼓勵館員進修,充實學科背景,提供更優質的服務。

並列摘要


Due to the development of information science and inter-net websites, the libraries face the problem of the decrement of visitors. To increase the competition, satisfying readers’ needs, and attract more readers visit and use the libraries, the libraries have to promote their qualities of services. The thinking models, the semantic expressions, and the judgments of perceptions of human beings exit the phenomena of fuzzy. Fuzzy theory is a theorem for solving the fuzziness in our daily life. Different from the traditional dichotomy, fuzzy theory emphasizes on the degrees of belongingness and transfers the subjective consciousness of human beings to object quantities and get the clear results. In this study, the researcher distributed the LibQUAL+TM to the readers of the National Central Library, and applied the Fuzzy Comprehensive Evaluation to analyze the data to investigate the recognition of the service qualities. The purpose of this study intends to build another evaluation model for the service quality. The results found that Fuzzy Theory can be applied to the investigation of various services of libraries. In the dimension of Service Affect, over 30% of the readers chose “no comment”, which revealed high proportion of indirect readers. In the dimension of Library as Place, the degree of recognition was more 76%, which revealed that most readers recognized the environment. In the dimension of Information Access, over 70% of the readers recognized the resources. For the total service quality, readers recognized the Library as Place most, followed by Information Access, and Service Affect. The proportion of recognition and non-recognition contrasted, which showed the service qualities of the National Central Library were steady. 70% readers recognized the services of the National Central Library. Finally, the feedbacks of the readers were concordant with the weightings of the three dimensions given by the librarians of the National Central Library. Based on the results, the researcher contends that the library encourages the readers to consult to strengthen the reference service function, enriches the resources to satisfy the readers, arranges courses to culture the readers’ information literacy, promotes the service functions of the National Central Library, and encourages the librarians to pursue further education of various subject backgrounds to provide better service.

被引用紀錄


方祜媛(2015)。專門圖書館服務品質與滿意度之研究: 以X圖書館為例〔碩士論文,淡江大學〕。華藝線上圖書館。https://doi.org/10.6846%2fTKU.2015.00515
林育云(2008)。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〔碩士論文,國立臺灣師範大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0021-0804200910215472
簡比倫(2013)。國立中正文化中心表演藝術圖書館服務滿意度調查〔碩士論文,國立臺灣師範大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0021-1610201315290676

延伸閱讀