The Research of Visitors' Expectation and Satisfaction to the Service Quality of the Public Library-A Case Study of Library, Changhua Cultural Affairs Bureau

• Main Author: 侯秀育
• Other Authors: 陳美紀
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/62610466825969496020

碩士 === 國立彰化師範大學 === 商業教育學系 === 93 === The library is always considered a service industry. The public library is the place for the life-long learning for all people. The goal of the research is to study visitors’ expectation and satisfaction to the service quality of the Library, Changhua County Cultural Affairs Bureau and analyze the differences to offer the reference for upgrading the service quality for Library, Changhua County Cultural Affairs Bureau as well as other libraries in other counties and cities. The research adopted a random sampling, with visitors coming to different rooms of Library, Changhua County Cultural Affairs Bureau or participating library-related promotion activities. Of 700 questionnaires issued for the visitors, 539 copies returned. With 68 ineffective copies deducted, 471 copies were effective, and the effective return rate is 77%. The research is based on PZB Service Quality Mode. The questionnaires statistics is undergone by means of SPSS10.0. The questionnaires are analyzed through descriptive statistics, independent samples t test, dependent samples t test and one-way ANOVA. The results are as follows: 1. Female visitors are more than male visitors. Their average expectation is also higher than that of male visitors. Those who live near the library would visit it more often；Visitors come to the library mostly for borrowing books, reading newspapers/periodicals or watching videos.. 2. The No. five library service items of visitors’ expectations are: 1. Books and periodicals can meet visitors’ needs; 2. Light rooms; 3. Books and periodicals are displayed correctly so that users can find them easily; 4. The classification of books and periodicals are clear; 5. Newly published books can be purchased and displayed on the shelves as soon as possible. 3. The No. five library service items which do not satisfy users are 1. Newly published books can be purchased and displayed on the shelves as soon as possible. 2. Books and periodicals can meet visitors’ needs; 3. To efficiently teach visitors how to use library resources; 4. The past periodicals are carefully stored so that visitors can find them easily; 5. The smooth communication with the users. 4. There exists an obvious difference for visitors’ opinions about the library service quality. That is, library service quality doesn’t meet visitors’ expectation and there’s still much room for improvement. Among them, there is a wider gap in tangible dimension while there’s a narrowest gap in assurance dimension. The No. five items are: 1. Books and periodicals can meet visitors’ needs; 2. Newly published books can be purchased and displayed on the shelves as soon as possible; 3. Books and periodicals are displayed correctly so that users can find them easily; 4. The classification of books and periodicals are clear; 5. The installation of New Arrivals Section so that visitors can find them conveniently. Conclusions: 1. To strive for more budget for more books and better equipment; 2. To upgrade and train staff perception; 3. To adopt home delivery and online service to serve more users.