以顧客使用和滿意度的觀點探討傳統圖書館與電子圖書館服務比較之實證研究--以東海大學圖書館為例

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题名:	以顧客使用和滿意度的觀點探討傳統圖書館與電子圖書館服務比較之實證研究--以東海大學圖書館為例
其它题名:	The Experiment in the Comparison Between the Traditional and the Electronic Libraries’ Services of the Using and the Satisfactory Degrees From the Customers’ Viewpoints-- Take Tunghai University Libraries for Example
作者:	林瑞玉 Lin, Yui-Yu
贡献者:	李明煌東海大學管理碩士在職專班
关键词:	顧客使用;顧客滿意度;大學圖書館;傳統圖書館;電子圖書館
日期:	2003
上传时间:	2011-05-19T06:29:40Z (UTC)
摘要:	摘要大學圖書館的設置是根據大學教育的宗旨、目標，以及收集、組織和運用圖書資訊，負起配合研究、支援教學與推廣學術的責任。大學圖書館所服務的對象主要是學校教職員生，大學讀者對資訊需求的質與量都超過一般大眾。因此大學圖書館不只是在政策方面提昇圖書館的軟硬體設備，亦需要了解讀者的資訊需求行為和對圖書館的滿意度為何？本研究從顧客使用和滿意度的觀點來探討傳統圖書館與電子圖書館服務比較的情形。期望透過本研究結果，針對讀者的需求，做為圖書館未來發展的重要參考資訊。研究對象以東海大學教職員生為主，進行分層抽樣問卷調查。根據問卷調查結果，採用敘述性統計法、次數百分比法和卡方檢定(Chi-square test)加以分析。期望提出建議供東海大學圖書館管理者及館員之參考，以達到完全支援教學及研究的目標。　　研究結果發現，在讀者使用圖書館行為模式方面，全校讀者連上圖書館網站的頻率比親自到館的頻率略多，兩者比例相差不多，若讀者親自到館會比使用圖書館網站的平均停留時間較長；在滿意度比較方面，全校讀者對電子圖書館的滿意度普遍高於傳統圖書館的滿意度；在支援讀者研究、學習方面，以網際網路上資料的重要性最高，其次依序為本校實體圖書館和本校圖書館電子資料庫。在圖書館未來發展走向方面，讀者認為紙本圖書為最重要，其次依序為電子資料庫和圖書館網站內容深度廣度。研究結果顯示，大學圖書館需要兼顧傳統圖書館和電子圖書館的未來發展，以充分滿足大學讀者的需求。　　最後針對研究結果提出三項建議：一、大學圖書館宜兼顧傳統圖書館和電子圖書館的發展。二、建議大學圖書館營造出人、書、生活結合的概念（包括傳統圖書館和電子圖書館）。三、建議圖書館重視不同身份讀者的意見反應，提高顧客滿意度。 ABSTRACT The establishments of university libraries are based on the purpose and the goal of university education in order to collect, organize, and make use of books information. In addition, university libraries are responsible for co-operating studying, supporting teaching and popularizing learning. The subjects that university libraries service are mainly the faculty, staff, and students in the college. University readers’ requirements for information in quality and quantity are more than general people’s. Therefore, university libraries not only have the policy for promoting the hardware and software equipment of the libraries but also understand why readers require information and how they satisfy with the libraries. This study probes into the comparison between the traditional and the electronic libraries’ services of the using and the satisfactory degrees from the customers’ viewpoints. According to readers’ requirements, it is expected that the result of this study can provide with important reference materials about the future development of libraries. The subjects participating in the study are mainly the faculty, staff, and students in Tunghai University. A sample survey with gradation proceeds. Based on the result of the questionnaire survey, it is analyzed by the methods of Descriptive analysis, Frequencies, and Chi-square test. It is expected that the study can provide the managers and the staff of Tunghai University Library with the reference. Then the study can help the library to get to the goal of supporting teaching and studying totally. On the basis of the study finding, in the behavioral models of the readers using the library, the frequency of the whole readers in the college entering the website of the library is slightly more than that of the readers personally going to the library. In fact, the proportions of the two behavioral models are almost the same. If the readers personally go to the library, in the average of the time they spend, they will spend the time staying in the library more than entering the electric library. As for the degree of the satisfying, the whole readers in the college are satisfied with the electronic library generally more than the traditional ones. In the way of supporting readers to study and learn, the on-line data are the most important. And then the data bank of the substantive library and the electronic data bank of the library are the second important. As for the trend of the future development of the library, the readers think written books are the most important. Then the electronic data bank and the depth and the profundity of the content of the website of the library are the second important. The result shows that university libraries have to give consideration to the development of traditional and the electronic libraries so that university libraries can adequately satisfy university readers’ requirements. Finally, three suggestions are pointed out according to the result. First, it is better for university libraries to give consideration to the development of the traditional and electronic libraries. Second, university libraries have to construct the concept of combing people, books and lives (including traditional and electronic libraries). Third, the libraries have to pay attention to the suggestions of the readers with different identifies and then raise their degrees of satisfying.
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