| Summary: | 碩士 === 國立中興大學 === 圖書資訊學研究所 === 98 === The department of circulation in the library is the first place to face users; thus, the strength and weakness of circulation service has much impact on users’ impressions as well as the image of the library. The evaluation of service quality, which is user-oriented, can help the library staff realize users’ opinions. To meet the efficiency, the study integrates LibQUAL+® and the features of circulation service in university libraries in Taiwan. The purposes of this study are the following: to set the evaluation criteria for circulation service quality in university libraries in Taiwan, to offer suggestions for the measurement method. It is hoped that this study will render university libraries references of evaluating circulation service quality.
This study is conducted by literature analysis and interviews to draft the evaluation criteria for circulation service quality, then by questionnaire surveys to ensure the one. This research also proposes suggestions for the measurement method through examining the quality of top one university library on “The Quantity of Annual Borrowers” in 2009. The results indicated that (1) the evaluation criteria of circulation service quality in university libraries in Taiwan contain four dimensions and thirty-eight items ; (2) LibQUAL+® , a scale of 1 to 9 in three columns levels, is not suitable for university libraries in Taiwan; the scale of 1 to 5 in two columns (perceived, desired service levels) is recommended instead ; (3) some criteria are not approved by subjects is due to their low expectations for library service rather than ignorance.
According to the results, there are five suggestions: (1) The library should keep amending the evaluation criteria of service quality ; (2) The library should regularly implement the circulation service quality assessment ; (3) The library should employ the Internet and paper tool to execute the appraisal ; (4) The library should value the content of evaluation criteria ; (5) The library should build multiple platforms which enable users to express comments and complaints anytime.
|
|---|
