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服務品質對民眾滿意度及再使用意願的影響-以金門縣立圖書館為例 = Imp...

國立高雄大學高階經營管理碩士在職專班(EMBA)

服務品質對民眾滿意度及再使用意願的影響-以金門縣立圖書館為例 = Impact of Service Quality on Satisfaction and Reuse Intention-The Case of Kinmen County Library

Record Type:	Language materials, printed : monographic
Paralel Title:	Impact of Service Quality on Satisfaction and Reuse Intention-The Case of Kinmen County Library
Author:	董秀珍,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	2013[民102]
Description:	65面圖，表格 : 30公分;
Subject:	服務品質
Subject:	service quality
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/80467744786293048764
Notes:	參考書目：面52-59
Notes:	102年10月31日公開
Summary:	在競爭激烈的後現代社會，人們常透過休閒活動來紓解壓力、放鬆身心，而新時代的公共圖書館提供休閒館藏與場域，是民眾休閒活動的最好場所。本研究以民眾對圖書館服務的再使用意願作為探討主題，深入探究使用者對圖書館的服務品質、民眾滿意度與其對於圖書館之再使用意願。本研究以金門縣立圖書館一般使用者為研究對象，採便利抽樣，共發放346份問卷，回收300份有效問卷，有效回收率為86.71%。並以探索性因素分析、信度分析、相關分析、差異分析及迴歸分析等以達成檢測使用者對於圖書館服務之服務品質、民眾滿意度與其再使用意願等變項的影響。分析結果發現 (1) 圖書館的服務品質之「館員服務」和「流通服務」構面顯著的正向影響民眾滿意度；(2) 圖書館的服務品質之「館藏服務」與「流通服務」構面顯著的正向影響民眾之再使用意願；(3)「民眾滿意度」對「再使用意願」構面有顯著的正向影響；(4) 圖書館之「服務品質」會透過「民眾滿意度」的中介作用部分影響其「再使用意願」。普遍使用者對於圖書館的服務品質之館藏服務與流通服務較為重視，顯示民眾認同圖書館館藏的內容豐富，且有需要強化書籍流通的服務系統與流程規劃，使流通系統能保持具有簡捷方便的功能，以使得民眾能進而提升其再使用意願；本研究建議組織管理者應建立一套創新的「再使用意願」績效衡量標準。 In the highly competitive post-modern society, people often seek relaxation after a hard day’s work by engaging in recreational activities. Modern public library with leisure books collection and reading area provides an ideal location for this purpose. The study explores into the service quality of public library and its effect on users’ satisfaction and reuse intention. Convenience sampling was adopted for this research with users of the Kinmen County Library as sample population. A total of 346 questionnaires were sent out and 300 returned. The rate of valid return was 86.71%. Methodology for variables analysis in this study includes Exploratory Factor Analysis, Reliability Analysis, Correlation Analysis, Gap Analysis and Multiple Regression Analysis.The result of analysis shows that (1) the librarians’ service and circulation have a significant effect on users’ satisfaction; (2) the collection of printed publications and circulation have a significant effect on users’ reuse intention; (3) users’ satisfaction has a marked effect on users’ reuse intention; (4) the overall service quality produces an effect on users’ reuse intention through the intermediary variable factor of users’ satisfaction.The study shows that the users value the collection of printed publications and circulation above all else. This reveals that the users expect a rich collection in the public library. A more user-friendly system of circulation is required at the same time so as to boost the users’ reuse intention. The study concludes by recommending an innovative efficiency evaluation standard of users’ reuse intention to be established.

服務品質對民眾滿意度及再使用意願的影響-以金門縣立圖書館為例 = Impact of Service Quality on Satisfaction and Reuse Intention-The Case of Kinmen County Library
董, 秀珍

服務品質對民眾滿意度及再使用意願的影響-以金門縣立圖書館為例 = Impact of Service Quality on Satisfaction and Reuse Intention-The Case of Kinmen County Library / 董秀珍撰 - [高雄市] : 撰者, 2013[民102]. - 65面 ; 圖，表格 ; 30公分.
參考書目：面52-59102年10月31日公開.
服務品質service quality

服務品質對民眾滿意度及再使用意願的影響-以金門縣立圖書館為例 = Impact of Service Quality on Satisfaction and Reuse Intention-The Case of Kinmen County Library
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