The Service Quality Research of Taipei Public Library

• Main Authors: Tien, Tai-Ju, 田代如
• Other Authors: Cheng, Heng-Hsiung
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/75224846892456564672

碩士 === 輔仁大學 === 圖書資訊學系 === 97 === “The future strength of knowledge of a nation is determined by a library system.” As the library characterized by a country’s cultural standards, the library management of virtue or vice will affect the education, culture and the development of national competitiveness. Public library is community's large studio, which carries the mission of cultural preservation, social education and the knowledge inheritance, and it also plays a pivotal role in all people’s lifelong learning. In the stage of official organization restoration, manpower simplification, and under the pressures of anxious cultural product demand from the social populace, library must go out of traditional modes of operation, apply the limited resources to serve effectively, provide the service quality that surprises readers. The majority of research objects on domestic library service quality are university library’s users. This research investigates internal and external customers of Taipei Public Library, and take ARL’s LibQUAL +TM as a reference to assess the TPL’s service quality status. Librarian’s survey investigated at the same time and compared with the results of reader’s survey. The results can help provide policy-maker and the managers some comments from different aspects regarding service quality. The study result shows that: (1) Portals are the most commonly information resource used by readers; (2) TPL takes high-service-involvement users as most; middle-service-involvement users to be next; low-service-involvement users are least; (3) The two main factors which influence the information resource use frequency are user’s age and service involvement degree; (4) The status of the library service quality is adequate. Library as a place is the major service quality factor emphasized by users; (5) According to the quadrant analysis, part of the service quality items should be carried on thorough investigations; (6) The service involvement degree is the main influential factor on the service quality evaluation; (7) Library helps readers more quickly and effectively in learning is the most recognized; but library should be widely publicized on distinguishing the trusted information through library instruction; (8) The service involvement degree is the main influential on the service outcome assessment; (9) The service quality and service outcome have completely positive correlation; (10) The consistency of libarians and readers in the library service performance and service ecognition outcome is high; (11) The open-ended comments from readers and librarians both reflect that the key points of the service quality improvements lie on library’s website and system. According to the result, this study hereby proposes the following eight recommendations: (1) Emphasizing the needs from different users degree on service involvement will help improving service quality, and also benefit the service outcome; (2) Maintaining service quality in adequate status, and making strategical adjustments;(3) Finding out where the problems are by carrying on focus groups supplemental surveys, and give priority to enhance the performance of information controlled; (4) Library’s website and system should be improved first;(5) Enhance the visibility of library information retrieval use of education; (6) Strengthen non-professional background librarians on the ability of assessing authoritative resources;(7) Apply the LibQUAL +TM and readers satisfaction survey to reassess service quality status and user’s satisfaction degree timely; (8) Revise strategic planning objectives, strategies and action plans of the library according to the result of study, and disclose in due course to shape a professional image of the library.