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大学校院图书资讯中心服务品质构面及量表之建构与验证

The Construction and Validation of the Dimensions and Scale of Service Quality of University Library and Information Center

黄钉沐 , 博士　　导师：吴有龙　　共同指导教授：陶幼慧

繁体中文

图书资讯中心；服务品质；构面；量表； Library information center ； Service quality ； Dmensions ； Scale

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摘要 │ 参考文献 (77) │ 国际计量

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Before the year of 1996, computer centers of Taiwanese universities had several names such as computer and network center, information center, office of information technology, etc. At the time, computer center and library both functioned as independent administration and teaching support unit. For the past two decades, Taiwanese universities have been striding to develop more resources sharing, improving teaching and service qualities, and reducing personnel expenses. Gradually, Taiwanese universities have merged their computer centers and libraries into one administrational unit known as the library and information center, the office of library and information service, the information and library center, and so on.
Although in the investigation of the literature review, it has displayed some library service quality scales but it is hard to find a service quality scale in the computer center, and so that it causes the merger of the library and computer center still lack more appropriate service quality scales. Therefore, this study is to investigate the   SERVQUAL, E-SERVQUAL and LibQUAL+TM service quality model of the dimensions and scale. Through the process of  collection and combination, re-organized with all universities of a computer center and a library and information center’s service quality scale and added to the researcher’s development of the computer center of the service quality. The study develops scale of the prototype for the 68 questions, by interviewing with eight managers and experts of the library and information center to amend the scale to become 41 questions. Finally, correction for the 33 questions through taking pre-test factor analysis and discrimination test, and making the study of questionnaire finished.
This study investigates to the construction and validation of the service quality dimensions and scales of the university's library and information center. In the survey, the questionnaires were sent by mail, delivered to the 71 universities. The managers, supervisors, colleagues and students of the library and information centers helped to send those questionnaires to the respondents and returned the questionnaires back for data collection. Duo to the scale of quality service in this study, it not only selected the appropriate dimension and scale from the past literature but also the researcher modified the scale and questionnaires, Therefore, the statistical analysis used some rigorous procedures that included the use of structural equation modeling, exploratory factor analysis, confirmatory factor analysis, cross validation valuation, KMO and Bartlett test, and dimensions reliability analysis. The study also tested the applicability of teachers, administrators, students and the global group to use the service quality scales. The results of six dimensions and 26 items are displayed as follows: Tangibles (4 items), Easy of Use (4 items), Empathy (4 items), Reliability (6 items), Responsiveness (4 items) and System Availability (4 items). The six dimensions and 26 scales are provided as a tool of service quality evaluation for universities of the library and information centers.

参考文献 ( 77 ) 〈TOP〉

1.周文贤、游信益(2005)。网路银行服务品质、关系品质、与顾客忠诚之研究，企业管理学报，65，页31-60。
连结：
3.林义屏、董玉娟与李勇辉(2007)。顾客关系管理在网路银行服务的应用：网站服务品质对顾客忠诚度的影响，交大管理评论，27 (1)，页57-85。
连结：
5.梁镱徽、李泰民(2006)。建构拍卖网站服务品质顾客知觉量表，电子商务研究，4 (4)，页451-474。
连结：
8.廖则竣、江志卿(2005)。网站服务品质、顾客满意度及後续行为意图之探讨：以网路购物为例，管理与系统，12 (1)，页23-47。
连结：
1. Association for Research Libraries (1999). (Retrieved from) http://libqual.org/about/about_lq/general_faq.
连结：

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使用DOI作为永久连结

引用含有DOI的文献

DOI可强化引用精确性、增强学术圈连结，并给予使用者跨平台的良好使用经验，目前在全世界已有超过五千万个对象申请DOI。 如想对DOI的使用与概念有进一步了解，请参考 （ ） 。

DOI可强化引用精确性、增强学术圈连结，并给予使用者跨平台的良好使用经验，目前在全世界已有超过五千万个对象申请DOI。如想对DOI的使用与概念有进一步了解，请参考（）。