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    题名: 基於使用者留言情緒分析之TRIZ管理策略提升圖書館服務滿意度
    A TRIZ Management Strategy based on Sentiment Analysis of Users’ Comments to Improve Library Service Satisfaction
    作者: 劉家欣
    Liu, Chia-Hsin
    贡献者: 陳志銘
    Chen, Chih-Ming
    劉家欣
    Liu, Chia-Hsin
    关键词: 圖書館服務滿意度
    社群聆聽
    自然語言處理
    情感分析
    TRIZ工具
    Library Satisfaction
    Natural Language Processing
    Sentiment Analysis
    Social Listening
    TRIZ
    日期: 2025
    上传时间: 2025-02-04 16:22:10 (UTC+8)
    摘要: 本研究旨在採用自然語言處理技術探討如何利用使用者在 Google Maps 上針對三間國立圖書館的留言評論，透過自然語言處理技術分析使用者情緒，將其區分為正面和負面評價之評論，並量化其權重，再運用 TRIZ 理論找出改善圖書館服務的創新管理策略，以提升使用者滿意度。其研究過程包含資料收集、情緒分析、主題分析，以及 TRIZ 方法的應用，並針對研究結果提出具體的提升服務滿意度改善建議，以及未來的研究方向。
    本研究分析了三間圖書館（國立臺灣圖書館、國立公共資訊圖書館、國家圖書館）的評論，研究結果發現，使用者對於圖書館的滿意度與環境舒適度、藏書豐富度，以及設施便利性等面向相關。特別是三間圖書館所面臨的共同問題包括座位不足、空間擁擠、噪音等。其中針對座位不足的問題，本研究提出統一座位規格、彈性座位區、多功能家俱、利用閒置時段、移動式座位、多元座位等解決方案。此外，針對噪音問題，本研究提出設立快速反應團隊、將噪音源轉化為提醒訊號、建立可移動的隔音屏障、提供預防噪音的工具等解決方案。
    本研究提出應用科技與創新方法協助圖書館積極重視使用者感受，不斷優化服務與管理，並建議圖書館可以透過提升館員服務態度、改善預約系統、定期更新資源、加強環境清潔等來滿足使用者期望。
    This study aims to explore how to utilize user comments on Google Maps regarding three national libraries by employing natural language processing techniques. It analyzes user sentiments through natural language processing, categorizing them into positive and negative evaluations, quantifying their weights, and then applying TRIZ theory to identify innovative management strategies for improving library services to enhance user satisfaction. The research process includes data collection, sentiment analysis, thematic analysis, and the application of TRIZ methods. It also provides specific recommendations for improving service satisfaction based on the research results and outlines future research directions.

    The study analyzes comments from three libraries (National Taiwan Library, National Library of Public Information, and National Central Library). The findings indicate that user satisfaction with the libraries is related to factors such as environmental comfort, richness of collections, and convenience of facilities. Notably, common issues faced by the three libraries include insufficient seating, crowded spaces, and noise. In addressing the issue of insufficient seating, this study proposes solutions such as standardizing seating specifications, creating flexible seating areas, using multifunctional furniture, utilizing idle time slots, and incorporating mobile and diverse seating options. Additionally, regarding the noise issue, this study suggests establishing rapid response teams, transforming noise sources into alert signals, creating movable soundproof barriers, and providing tools to prevent noise.

    This study apply technology and innovative methods that libraries should pay attention to user feelings, continuously optimize services and management, and recommends that libraries can meet user expectations by enhancing staff service attitudes, improving reservation systems, regularly updating resources, and strengthening environmental cleanliness.
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    描述: 碩士
    國立政治大學
    圖書資訊學數位碩士在職專班
    107913003
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0107913003
    数据类型: thesis
    显示于类别:[圖書資訊學數位碩士在職專班] 學位論文

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