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Title:	學術圖書館館際互借文獻傳遞績效評鑑與價值研究
Authors:	王梅玲
Contributors:	圖書資訊與檔案學研究所
Keywords:	館際互借;滿意度;服務品質評鑑;大學圖書館 Interlibrary Loan;Satisfaction;Service Quality;University Library
Date:	2013
Issue Date:	2017-12-08 15:09:45 (UTC+8)
Abstract:	本研究旨在探討我國大學教師與研究生圖書館館際互借服務使用行為與使用滿意度及價值。圖書館館際互借服務主要提供使用者在本館找不到所需的圖書資料時，可申請館際互借，向他館申請借書或影印論文以滿足其資訊需求。從使用者的滿意度與服務品質評鑑，可了解使用者對館際互借服務的評價，將可以發現圖書館館際互借服務的價值。服務品質評鑑不僅可以了解使用者對服務滿意度，還可以具體知道使用者對於各項服務的期望與感知的落差，以為改進方向。本論文研究目的包括：(1)探討大學教師與研究生館際互借服務使用經驗。(2)探討圖書館館際互借服務對使用者的價值。(3)探討館員對館際互借服務使用看法與服務的經驗。(4)探討館際互借服務減少原因以及替代性。(5)探討館際互借服務品質的意涵與指標。本研究採用焦點團體訪談法，探討圖書館館際互借服務使用者經驗、服務滿意度與價值、以及服務品質評鑑指標建議。本研究邀請使用過館合服務的大學教師與研究生以及館際互借館員參與三場焦點團體訪談，依據訪談進行議題分析及整理，獲致館際互借使用行為，並建構圖書館館際互借服務品質指標，包括三構面與20項指標，可為大學圖書館館際互借服務滿意度與服務品質評鑑參考。 Interlibrary Loan (ILL)is the sharing of materials among libraries, be they across town or across the globe. It is a service that provides access to the collections of libraries throughout the world. From the user‘s satisfaction and service quality measurement, it helps to understand how users use interlibrary loan service and how they assess the service value. The objectives of the article are: a. to investigate experience of interlibrary loan service from university faculty and graduate students; (2) to explore opinions from interlibrary loan librarian on users experience; (3) to investigate important determinants of service quality on interlibrary loan based user experience; (4) to construct a conceptual model of service quality on interlibrary loan and its implications for future research. With three focus group interviews held , 16 respondents of university faculty and graduate students as well as interlibrary loan librarians were invited to discuss their use experience of interlibrary loan service and important determinants on ILL service quality . Based on focus interviews, a conceptual model of service quality on interlibrary loan for university libraries in the study is developed which is composed of three dimensions of ILL service requests, ILL information provision, and effect of services with 20-item scale.
Relation:	執行起迄：2013/08/01~2015/07/31 102-2410-H-004-219-MY2
Data Type:	report
Appears in Collections:	[Graduate Institute of Library, Information and Archival Studies] NSC Projects

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