基於模糊AHP理論的C-YU圖書館服務品質評價

Evaluation on Service Quality of C-YU Library Based on Fuzzy AHP Theory

10.6510/JTLM.2(S).15

郭信霖(Hsin-Lin Kuo)；王清梅(Chin-Mei Wang)；許忠治(Chung-Chei Hsu)

模糊AHP ； 服務品質 ； 圖書館 ； FAHP(Fuzzy Analytic Hierarchy Process) ； Service Quality ； Library

觀光與休閒管理期刊

2卷特刊（2014 / 10 / 01）

165 - 174

繁體中文

就校園圖書館而言，圖書館是校園的軸心，並且能為提供師生發展實質且有效學習的重要場所。本文採用模糊AHP理論來判斷校園圖書館所提供的服務能力、態度與設備，考量C-YU學校師生的意見，建立校園圖書館服務品質的評估模式，同時結合實例分析該模式的具體算法，以提升服務品質與效能，作為讀者與館員之參考。

Library is the pivotal center of campus actives. It is also the place where development of effective learning takes place for both teachers and students. This article tries to examine service quality, staff attitude and hardware facility provided by C-YU library based on Fuzzy AHP theory. The objective of this article is to construct a model for campus library service quality evaluation, taking into consideration of student's and faculty's viewpoints. Meanwhile, it also intend to utilize quantitive method for analysis to improve both effectiveness and efficiency for library operation.

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