| 摘要: | 以使用者導向為服務理念是現今圖書館營運的目標，滿足使用者的資訊需求是圖書館經營的重點。服務是一過程，大學圖書館的服務接觸，強調使用者與圖書館服務傳遞系統間的互動，包括館員、館舍、服務內容與使用者，恰可套用於服務行銷劇場論的四要素。本研究提出圖書館服務接觸品質劇場模式為理論基礎，來解釋研究結果，並以單一圖書館為對象，進行服務品質與服務接觸調查。在服務品質方面，以結構式的問卷，而服務接觸則以重要事例問卷為調查的工具，前者是以量化資料進行統計推論，後者則以質性資料進行分析。量化資料以SPSS進行統計分析，質性資料以Bitner 1994年顧客觀點的重要事例類別進行歸類。本研究發現大學圖書館服務接觸品質的關鍵因素為館藏服務和館員服務，館藏服務須加強紙本館藏和期刊館藏的新穎性、種類及深度；館員服務方面，則須加強館員服務態度，館員須有禮貌、總是願意幫助使用者等。此研究結果恰與圖書館學的基本理論不謀而合。另外，本研究也發現透過圖書館服務接觸劇場模式，服務認知會影響整體服務的滿意度，因此，須加強使用者印象管理，以提高使用者的滿意度。且經由劇場四要素對於圖書館服務接觸品質滿意度的相對影響性的探討，可將使用者區分為四種類型，以規劃符合其需求的服務。圖書館服務傳遞系統若有疏失，可經由館員妥善處理而復原。LibQual+在國內圖書館之研究，須考量國內圖書館情況，予以適度修改。最後，研究者並依據研究結論提出對研究圖書館的建議，以建立使用者導向的圖書館服務。
The idea of user-oriented service is the objective of the library nowadays. To satisfy user’s information need is the key point of the library. Service is a process. The service encounter means the interaction between users and the library service delivery system, including librarians, library building, services, and users. These four factors just match the four components of service theater. This study propose the dramaturgical model of library service encounter. The model is used as the foundation of theory of this study to explain the results. This study use one library as a research object to engage in survey of the service quality and service encounter. In the service quality, this study uses the constructive questionnaire, and in the service encounter, to use CIT questionnaire. The former makes use of SPSS to statistics, and the latter uses Bitner’s 1994 customer-viewed CIT classes to classify. This study finds that the key factors of library service encounter are collection service and librarian service. The collection service has to enforce the newness and depth of the paper collections and journal collections. The librarian service has to enforce to improve the attitude of librarians, such as librarians have to be courteous, and always willing to help users, and so on. These factors just match the basic theory of library science. On the other hand, according to the dramaturgical model of library service encounter, this study also finds that service perception will affect the whole satisfaction degree of service. And then, library administrator must enforce to improve the impression management of users. Through the relative influence of the four components of service theater upon the users’ satisfaction degree of service encounter quality of library, this study makes users to classify as four groups, so as to plan the proper service to satisfy their separate needs. If there is failure in the library service delivery system, librarians can properly process and then recover it. LibQual+ have to be modified properly to consider the domestic situation, if it is to be used by the domestic research. At last, according to the research results, this study proposes some suggestions for the research library in order to be founded as the user-oriented library. |
