科技大學圖書館服務品質評量指標之分析 An Analysis for Library Service Quality Indices of Technological University

知識經濟時代的來臨使得大學圖書館扮演的角色日益重要，網際網路的興起與普及化，科技大學師生需要多樣化，快速檢索資訊與共同使用知識的便利，使得過去衡 量圖書館服務的量表也顯得不適用。本研究主要目的是發展適合於網際網路時代的科技大學圖書館服務品質量表，參酌「服務滿意度」、「資訊服務品質」、「圖書 館服務品質」等領域的相關文獻，修訂「圖書館服務品質量表之構面」，形成「人員服務」、「檢索系統易用性」、「館藏取得便利」、「檢索設備服務」、「電子 期刊參考服務」、「館藏資源服務」等六個探索性因素構面，再以此六個因素構面為基礎，蒐集公、私立各一所科技大學圖書館使用者，回收共計469個有效樣 本，進行統計上的驗證。本研究發展的量表工具在驗證性因素分析及模式交叉驗證中，皆均獲得良好的信度、效度，最後針對公私立科大的服務品質指標進行相互比 較，並提出本研究限制及對後續研究與圖書館管理實務的若干建議。
Library plays an increasingly important role in the age of knowledge-based economy. With the prosperity of the Internet, technological university readers need variously and rapidly search information, conveniently retrieve various information and knowledge sharing facilities. Hence, current models for measuring service quality of library are perceived as inapplicable as they are targeted primarily towards traditional library contexts. The main purpose of this study is to develop a comprehensive model and instrument for measuring library service quality in the Internet context. This study reviews the literature relating to service satisfaction, information service quality and library service quality, then proposes six exploratory dimensions of library service, including person service, easeful retrieval systems, conveniently get information service, information retrieval facility service, electric journal reference service, and collecting resource service. Based on these six dimensions, collecting 469 valid samples from one public and one private technological universities construct a cross validity model for measuring technological university library service quality. Through exploratory and confirmatory factor analysis, evidence of reliability and validity of the proposed model is presented. Finally, we compare the library service quality indices of these technological universities conclude this study by discussing limitations and implications for research and management practice.