| Summary: | 碩士 === 國立中興大學 === 國家政策與公共事務研究所 === 103 === Public library is a center of culture and education of a city and plays a function of expanding knowledge and accumulation. Its service quality is the key factor that affects its functions. Hsing Tien Kong Library is a famous private public library different from public library with representative and special features. Hence, this study aims to explore the service quality of public library by taking Hsing Tien Kong Library as a case and put forward strategies and suggestions to improve service quality. it took questionnaire survey based on readers of Hsing Tien Kong Library Dunhua Head Library as research subjects. The research tools were LibQUAL+ scale and related literature data which were written into Influencing Factors of Public Library Service Quality questionnaire. SPSS 22 version software was used for data disposal. Besdies, independent sample T-test, one-way ANOVA and paring sample T-test were used data analysis and hypothesis verification to locate service quality factors by importance and satisfaction.
The research results show that Hsing Tien Kong Library’s service quality is not expected to be as good as readers’ expectation and feeling. Service involvement degree in reader attribute will influence expectation service quality. Educational status in reader attribute and their purpose to library will influence feeling service quality. By importance-satisfaction analysis, it is found that data control is located in active improvement area, library site in continually maintained area, service influence in low improvement area and communication in excessive investment area.
Finally, this study put forward three suggestions. The first is to continue maintaining library environment. The second is to actively improve E-library resource and data equipments. The third is to include library service into low improvement project. It is expected that the strategy and suggestion can improve service quality of Hsing Tien Kong Library and attract more readers so as to exert the functions and missions of public library.
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