服務系統服務品質滿意度之硏究--以某大學圖書館爲實證硏究

摘要

本文之目的係研究服務系統之服務品質滿意度衡量。本文回顧相關文獻，硏究服務系統之構建與服務品質之衡量構面。然後以某大學圖書館爲個案，建立圆書館服務系統，依據衡量構面，參考圖書館專家的意見來設計問卷，透過抽樣調査以衡量服務滿意度，作爲改善服務系統之依據。本硏究成果除了可供圖書館改善服務之依據外，本研究架構亦可做爲分析服務系統及改善服務品質之有效工具。

Abstract

This is an exploratory study of customers' satisfaction of service quality in university library. We use one university library as the case, which allows more attention to the detailed structure of the service system. In particular, we construct the library service system, analyze the dimensions of customer satisfaction for evaluating service quality, explore the differences among different groups of customers, and provide suggestions for quality improvements. This study provides not only specific guidelines for the present university library but also a research framework for other service systems.

關鍵詞:

• 大學圖書館
• 服務系統
• 服務品質
• 服務品質槪念模式
• 顧客滿意度

Key Words:

• university library
• service system
• service quality
• service quality conceptual model
• customer satisfaction