大學圖書館是一個服務系統，主要功能乃是在提供師生學習與研究之資源與資訊。圖書館服務品質的良窳將是影響顧客利用圖書館之動機與意願的重要關鍵，戴明博士定義品質是要滿足顧客的需求，讓顧客滿意的。本研究以圖書館整體使用情形，服務人員，館藏，硬體設施環境及資訊設備等五大服務品質衡量構面，依顧客滿意的觀點，以模糊層級分析法衡量各構面及項次之權值，探討本校圖書館之服務品質，以做為持續改善與品質提昇之參考。

　　　　　University library is a service system and its major function is to provide the teachers and students with resources and information for learning and research. The key point which affect the customers' motivation and willingness for the use of the library is its service quality. Dr. W. Edwards Deming defined quality as to meet the requirements of customers and lead to customer satisfaction. From the viewpoint of customer satisfaction, the overall usage situation, librarians' attitude, data in the library, facility and environment, and information equipment are proposed as five main measuring ways of service quality. Each way, in this paper, is weighted by the fuzzy analytic hierarchy process (FAHP) methodology to investigate the service quality of the NHIT library. Some suggestions are then provided for continuous improvement and quality enhancement of service.