| Summary: | 碩士 === 淡江大學 === 資訊與圖書館學系碩士班 === 93 === The idea of user-oriented service is the objective of the library nowadays. To satisfy user’s information need is the key point of the library. Service is a process. The service encounter means the interaction between users and the library service delivery system, including librarians, library building, services, and users. These four factors just match the four components of service theater. This study propose the dramaturgical model of library service encounter. The model is used as the foundation of theory of this study to explain the results. This study use one library as a research object to engage in survey of the service quality and service encounter. In the service quality, this study uses the constructive questionnaire, and in the service encounter, to use CIT questionnaire. The former makes use of SPSS to statistics, and the latter uses Bitner’s 1994 customer-viewed CIT classes to classify. This study finds that the key factors of library service encounter are collection service and librarian service. The collection service has to enforce the newness and depth of the paper collections and journal collections. The librarian service has to enforce to improve the attitude of librarians, such as librarians have to be courteous, and always willing to help users, and so on. These factors just match the basic theory of library science. On the other hand, according to the dramaturgical model of library service encounter, this study also finds that service perception will affect the whole satisfaction degree of service. And then, library administrator must enforce to improve the impression management of users. Through the relative influence of the four components of service theater upon the users’ satisfaction degree of service encounter quality of library, this study makes users to classify as four groups, so as to plan the proper service to satisfy their separate needs. If there is failure in the library service delivery system, librarians can properly process and then recover it. LibQual+ have to be modified properly to consider the domestic situation, if it is to be used by the domestic research. At last, according to the research results, this study proposes some suggestions for the research library in order to be founded as the user-oriented library.
|
|---|
