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政大機構典藏 > 文學院 > 圖書資訊與檔案學研究所 > 期刊論文 > Item 140.119/110479

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/110479

Title:	圖書館館際互借服務品質評鑑研究
Other Titles:	A Study on the Assessment of Service Quality of Interlibrary Loan
Authors:	Wang, Mei-Ling 王梅玲
Contributors:	圖檔所
Keywords:	Interlibrary Loan Evaluation;Satisfaction;Service Quality;University Library;館際互借評鑑;滿意度;服務品質;大學圖書館
Date:	2016-12
Issue Date:	2017-06-23 17:28:47 (UTC+8)
Abstract:	Interlibrary Loan (ILL) is the sharing of materials among libraries across town or across the globe. User satisfaction and service quality measurement helps us understand how library patrons have used the service and how they perceive the value of the service. The objective of this study is to compare the expected and perceived service levels from the ILL users` perspective in order to ascertain the current service gap and to make improvement. A model of service quality assessment was developed for ILL service based on three focus group interviews. The measurement comprises 20 questionnaire items that represent three dimensions: service interface, content provision, and service performance of the librarian. The survey was administered to the patrons of a university library and 561 usable responses were analyzed. The result showed that 41.9% of the respondents had used ILL within a year. For those who had used the service, the average expected service level was 4.26 by a five-point Likert scale, while the perceived service level was 3.91. This shows that users did consider ILL as important, but the current service requires improvement to fully satisfy them. The study also reveals what aspects of that university`s ILL service needed improvement.
Relation:	圖書資訊學刊, Vol.14, No.2, pp.59-92
Data Type:	article
DOI 連結:	http://dx.doi.org/10.6182/jlis.2016.14(2).059
DOI:	10.6182/jlis.2016.14(2).059
Appears in Collections:	[圖書資訊與檔案學研究所] 期刊論文

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