大學圖書館「學習共享空間」服務品質評鑑指標建構與應用

Developing the Service Quality Assessment Indicators for Learning Commons at University Libraries

10.6245/JLIS.2014.401/640

王梅玲(Mei-Ling Wang)；侯淳凡(Chun-Fan Hou)

大學圖書館 ； 資訊共享空間 ； 學習共享空間 ； 服務品質 ； 滿意度 ； University Libraries ； Information Commons ； Learning Commons ； Service Quality ； Customers Satisfaction

圖書館學與資訊科學

40卷1期（2014 / 04 / 01）

101 - 121

繁體中文

受到數位科技發展影響，許多大學圖書館建置學習共享空間。本研究旨在探討大學圖書館學習共享空間服務品質評鑑指標及其應用，研究目的包括：（1）探討大學圖書館學習共享空間的意涵與要件；（2）探討學習共享空間服務品質評鑑與建構其服務品質評鑑指標；（3）探討學習共享空間服務品質評鑑指標的應用，並瞭解使用者對於學習共享空間的使用滿意度與服務成效。本研究運用服務品質評鑑理論，採用焦點團體訪談法與問卷調查法。首先，透過三場焦點團體訪談獲得學習共享空間意涵，以及三個評鑑構面與23個評鑑指標，做為學習共享空間的評鑑工具。進一步針對N大學圖書館學習共享空間，應用指標設計問卷進行調查，探討學生使用N大學圖書館學習共享空間現況與滿意度。本研究獲致以下結論：（1）網路使用頻率影響使用者進入圖書館的次數；（2）使用者認可圖書館具有學習價值；（3）使用者認為學習共享空間最重要的服務為舒適的環境與館藏資源提供；（4）使用者最滿意圖書館人員的服務態度；（5）使用者認為學習共享空間最需改進的部分為區隔討論區與自習區；（6）學生對學習共享空間整體滿意度有待提升，需要改善並提升能見度。

The Learning Commons representing their innovation and transition is important service in university libraries. The article mainly studies on developing the service quality assessment indicators for Learning Commons at university libraries ,there are main purposes including: (1) exploring the meaning and components of the Learning Commons in the Universities’ libraries; (2) understanding the method to evaluate the Learning Commons and constructing adequate indicators for evaluating service quality; (3) understanding the usage and users satisfaction of the Learning Commons in order to assess its service quality , analyzing and evaluating the Learning Commons of libraries. The study has formed the focus groups to better understand the meaning of Learning Commons in Taiwan, and the participants of the focus groups also agreed to conduct the evaluation by applying the assessment of service quality. They came up with three evaluation dimensions and 23 indicators of the Learning Commons. For testing the feasibility of the indicators, the questionnaire was constructed and sent to the users of the Learning Commons of the N University Library. The research results are as follows: (1) the frequency of using internet affects the number of physically entering to the libraries in both universities; (2) the users recognize the learning value of the libraries; (3) the users used the technological facilities most; (4) the most important services of the Learning Common include a comfortable environment and sufficient resources; (5) the most satisfactory services are the attitudes and responses of the service providers; (6) the services need to be firstly improved include dividing the discussion space from the study space; (7) the overall satisfactory degree still requires more efforts to improve and the libraries should pay more attention on providing resources. Finally, some conclusion and suggestions were proposed by the article.

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