國防大學圖書館服務品質與滿意度研究－以率真校區為例

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Title:	國防大學圖書館服務品質與滿意度研究－以率真校區為例
Other Titles:	The study of service quality and customer satisfaction of Nation Defense University library
Authors:	陳玉珊 Chen, Yu-shan
Contributors:	出版與文化事業管理研究所鍾燕宜 Yen-yi Chung
Keywords:	軍事圖書館;顧客滿意度;服務品質 Service quality;Customer satisfaction;Militery library
Date:	2011
Issue Date:	2015-01-19 14:32:08 (UTC+8)
Abstract:	堪稱為第二教室的圖書館是現代文明的智庫，也是反映一個社群的綜合實力與文化水準的指標；軍校圖書館與一般大學圖書館都是為支援學校的教學與研究而設立，相較於一般大學圖書館，更須鮮明化其軍事類智庫特質，才得以建立其專業與不可取代之價值。現代圖書館的運行機制是以服務導向的，圖書館所提供的服務水準與社群貢獻，不止是提供社群文化交流與傳播的平台，更是保存、調節、發展社群資訊與提高工作效率的重要過程。　　　「服務」是一種社會經濟行為，而「服務品質」是接受服務前後的期望與認知，「顧客滿意度」則是由服務品質的整體表現來決定。軍事院校圖書館所有的業務，都必須圍繞著軍事管理與科技資訊需求而展開；因此，圖書館的服務項目與藏書就必須順應這項需求發展與調節。　　　本研究以服務品質觀念性模式，評量國防大學圖書館使用者對事前服務的期望與實際接受服務後認知間的差異，並以分項方式衡量該校使用者的整體滿意程度，研究發現使用者普遍對服務品質的期望過高、軍事類館藏不足是影響服務品質與滿意度的主因、非專業人員取代專業聘僱服務人員影響服務品質、館內的設備與規劃應以使用者的需求來設計及公共設施設計應考量性別差異等，提供實際且合宜的建置參考。　　Library, acknowledged as the second classroom, is the think-tank of modern civilization and the standard of reflection on comprehensive strength and cultural standing of a society. Libraries in military academies and universities are established in support of teaching and studying. Yet, comparing with university libraries, military academy library must distinguish itself as a military think-tank so it can create an irreplaceable value in proficiency. The operating mechanism of modern libraries is service-oriented. The service provided by libraries and the contribution to society are not only to offer a platform of cultural communication and dissemination but also to preserve, to regulate, to develop the information transmission and to elevate the working efficiency.　　　＂Service＂ is a social economic behavior. ＂Service quality＂ is the concept of anticipating and understanding of being served. And ＂customer satisfaction＂ is determined by the quality of service. All affairs of military academy library must encompass every requirement of military management and information technology; hence, the service introduction and the collection of books in a library will have to adapt to these needs.　　　The study, based on ＂service quality＂, is to evaluate the differences between the anticipation and acknowledgement towards the users of military academy library before and after received service. It also examined the whole of users' satisfaction by category. As a result, the study has indicated the key factors that affect the service quality and users' satisfaction. They are the over-expecting for service quality and the lack of books collection. Moreover, replaced by the non-professionals had lowered the quality of service. To map out the facilities in military academy library, it ought to be designed by the users' need and the public facilities should be concerned for gender diversity. The effect on this study will be provided as a practical, appropriate and systemic reference to university library.
Appears in Collections:	[Department of Cultural & Creative Enterprise Management] Disserations and Theses(Institute of Publishing & Cultural Enterprise Management Studies)

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