臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：圖書館服務品質對使用者滿意度與再使用意願之研究：以某大學為例
書刊名：教育資料與圖書館學
作者：陳建文／陳美文
作者(外文)：Chen, Chien-wen／Chen, May-wen
出版日期：2006
卷期：44:1
頁次：頁61-82
主題關鍵詞：大學圖書館；服務品質；認知價值；滿意度；再使用意願；Academic library；Service quality；Perceived value；Satisfaction；Reused intention
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(8) 博士論文(3) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:8
  • 共同引用共同引用:52
  • 點閱點閱:96
本文嘗試建立一個大學圖書館服務品質對使用者認知價值、滿意度與再使用意願關係的模型，期望能做為大學圖書館提昇服務品質之參考。本研究針對某大學使用者進行問卷調查，有效問卷263份，經由實證結果發現：「館員服務」對使用者認知價值具有正向影響；「館員服務」、「館藏服務」與「流通服務」對滿意度具有正向影響；「流通服務」和「館員服務」對再使用意願具有正向影響；其中以「館員服務」對滿意度與再使用意願影響最大。此外，根據「重要性—績效」矩陣分析結果顯示，使用者最重視且館方績效較差的項目為「館藏服務」。
This study proposes a model to demonstrate the relationship between the service quality of academic library, users' perceived value, satisfaction and reused intention. A questionnaire survey is conducted to understand the library users' perceived value, satisfaction and reused intention of a University. There are 263 effective questionnaires. The result shows that the librarians' service has significant effect on the users' perceived value; the collection of printed publications, circulation and librarians' service have significant effects on users' satisfaction; users' satisfaction and perception have significant effects on the users' reused intention; the librarians' service is the most significant factor to affect users' satisfaction and reused intention. Moreover, after analyzing the importance-performance matrix, the result shows that the least performance item is the collection of printed publications.
期刊論文
1.黃元鶴(20030600)。圖書館滿意度調查之多變量分析。國立中央圖書館臺灣分館館刊，9(2)，37-48。  延伸查詢new window
2.余泰魁、吳桂森(20050900)。科技大學圖書館服務品質評量指標之分析。教育資料與圖書館學，43(1)，1-28。new window  延伸查詢new window
3.Butcher, K.、Sparks, B.、O'Callaghan, F.(2001)。Evaluative and relational influences on service loyalty。International Journal of Service Industry Management，12(4)，310-327。  new window
4.Nitecki, D. A.、Hernon, P.(2000)。Measuring Service Quality at Yale University's Libraries。The Journal of Academic Librarianship，26(4)，259-273。  new window
5.Edwards, S.、Browne, M.(1995)。Quality in Information Services: Do Users and Librarians Differ in Their Expectations?。Library & Information Science Research，17，163-182。  new window
6.Shaughnessy, T. W.(1996)。Lessons from Restructuring the Library。The Journal of Academic Librarianship，22(4)，251-256。  new window
7.McDougall, G. H.、Levesque, T.(2000)。Customer satisfaction with service: Putting perceived value into the equation。Journal of Services Marketing，14(5)，392-410。  new window
8.Ford, John B.、Joseph, Mathew、Joseph, Beatriz(1997)。Importance-Performance Analysis as a Strategic Tool for Service Marketers: The Case of Service Quality Perceptions of Business Students in New Zealand and the USA。Journal of Services Marketing，13(2)，171-186。  new window
9.Babin, B. J.、Attaway, J. S.(2000)。Atmospheric affect as a tool for creation value and gaining share of customer。Journal of Business Research，49(2)，91-99。  new window
10.Kandampully, J.(1998)。Service quality to service loyalty: A relationship that goes beyond customer service。Total Quality Management，9(6)，431-443。  new window
11.Drake, Miriam A.(1993)。Technological Innovation and Organizational Change。Journal of Library Administration，19(3/4)，51。  new window
12.張俊郎、彭俊穎(20010300)。從顧客滿意的觀點探討圖書館之服務品質--以虎技圖書館為個案研究。國立虎尾技術學院學報，4，187-197。new window  延伸查詢new window
13.余泰魁、王怡舜、惠龍(20030300)。網際網路環境中圖書館服務品質量表之建構與實證。大學圖書館，7(1)，96-118。new window  延伸查詢new window
14.Bowen, J. T.、Shoemaker, S.(1998)。Loyalty: A strategic commitment。Cornell Hotel and Restaurant Administration Quarterly，39(1)，12-25。  new window
15.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review，32(3)，39-48。  new window
16.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
17.Martensen, Anna、Grønholdt, L.(2003)。Improving library users' perceived quality, satisfaction and loyalty: an integrated measurement and management system。Journal of Academic Librarianship，29(3)，140-147。  new window
18.張保隆、謝寶煖(19960600)。大學圖書館服務品質評估之研究。中國圖書館學會會報，56，49-68。new window  延伸查詢new window
19.Rowley, J.(1999)。Customer Loyalty-a Relevant Concept for Libraries。Library management，20(6)，345-351。  new window
20.簡禎富、林則孟、彭金堂、吳淑芬(20000100)。服務系統服務品質滿意度之研究--以某大學圖書館為實證研究。工業工程學刊，17(1)，1-13。new window  延伸查詢new window
21.楊美華(1992)。虛擬圖書館與資訊網路化。中國圖書館學會會報，49，107-114。new window  延伸查詢new window
22.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management，11(4-6)，509-514。  new window
23.Oliva, Terence A.、Oliver, Richard L.、MacMillan, Ian C.(1992)。A catastrophe model for developing service satisfaction strategies。Journal of Marketing，56(3)，83-95。  new window
24.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing，60(4)，7-18。  new window
25.Caruana, A.(2002)。Service loyalty: the effects of service quality and the mediating role of customer satisfaction。European Journal of Marketing，36(7/8)，811-828。  new window
26.Zins, Andreas H.(2001)。Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry。International Journal of Service Industry Management，12(3)，269-294。  new window
27.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。  new window
28.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
29.Petrick, J. F.、Backman, S. J.(2002)。An Examination of Golf Travelers' Satisfaction, Perceived Value, Loyalty, and Intentions to revisit。Tourism Analysis，6(3/4)，223-237。  new window
30.Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science，22(2)，99-113。  new window
31.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
32.McDougall, Gordon H. G.、Levesque, Terrence(2000)。Customer satisfaction with services: Putting perceived value into the equation。Journal of Services Marketing，14(5)，392-410。  new window
33.Cronbach, Lee J.(1951)。Coefficient alpha and the internal structure of tests。Psychometrika，16(3)，297-334。  new window
34.Lin, Judy Chuan-Chuan、Lu, Hsipeng(2000)。Towards an understanding of the behavioural intention to use a web site。International Journal of Information Management，20(3)，197-208。  new window
35.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。  new window
36.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
37.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
38.Bhattacherjee, Anol(2001)。Understanding Information Systems Continuance: An Expectation-Confirmation Model。MIS Quarterly，25(3)，351-370。  new window
39.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
40.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
41.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
42.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
43.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
44.陳淑燕(2002)。大學圖書館在網路資訊環境的使用者服務規劃。國立中央圖書館臺灣分館館刊，8(4)，6-20。  延伸查詢new window
45.Drake, M. A.(1993)。Technological Iinnovation and Organization Change。Journal of Library Administration，19，39-49。  new window
46.Goodall, D. L.(1989)。Performance Measurement: A Historical Perspective。Journal of Librarianship，20(2)，128-144。  new window
47.Hernon, P.(2002)。Quality: New Directions in the Research。The Journal of Academic Librarianship，28(4)，224-231。  new window
48.Hiller, S.(2001)。Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries。Library Trends，49(4)，605-625。  new window
49.Hiller, Steve(2001)。Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries。Library Trends，49(4)，605-625。  new window
50.Goodall, Deborah L.(1989)。Performance Measurement: A Historical Perspectives。Journal of Librarianship，20(2)，128-144。  new window
51.陳淑燕(2002)。大學圖書館在網路資訊環境的讀者服務規劃。國立中央圖書館臺灣分館館刊，8(4)，6-20。  延伸查詢new window
52.Bolton, R. N.、Drew, J. H.(1991)。Multistage Model of Customer Assessment of Service Quality and Value。The Journal of Consumer Research，17(3)，378-384。  new window
53.張俊郎、彭俊穎(2001)。從顧客滿意的觀點探討圖書館之服務品質—以虎尾圖書館為個案研究。國立虎尾技術學院學報，4，187-197。new window  延伸查詢new window
54.Sparks, B.、Butcher, K.、O'Callaghan, F.(2001)。Evaluation and relational Influences on Service Loyalty。International Journal of Service Industry Management，12(4)，310-327。  new window
55.Hernon, P.(2002)。Quality: New Directions in the Research。Journal of Academic Librarianship，28(4)，224-231。  new window
研究報告
1.財團法人資訊工業策進會(2005)。創新資訊應用研究計畫。臺北。  延伸查詢new window
學位論文
1.江淑芬(2001)。從使用者觀點探討圖書館績效評估：以臺灣警察專科學校圖書館使用者為例，臺北。  延伸查詢new window
2.江淑芬(2001)。從使用者觀點探討圖書館績效評估－以臺灣警察專科學校圖書館使用者為例，0。  延伸查詢new window
圖書
1.Strauss, J.、Forest, R.(2001)。E-Marketing。Upper Saddle River, NJ：Prentice-Hall。  new window
2.Oliver, R. L.、Rust, R. T.(1994)。Service quality: Insights and managerial implication from the frontier。New York：Sage Publications。  new window
3.Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY：Lexington Books。  new window
4.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
5.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
6.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
7.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
8.Ranganathan, S. R.(1931)。Five Laws of Library Science。Five Laws of Library Science。London, UK。  new window
9.Ranganathan, S. R.(1931)。Five Laws of Library Science。Five Laws of Library Science。London。  new window
其他
1.李雅萍。資策會IDEAS-FIND，0。  延伸查詢new window
圖書論文
1.Liljander, Veronica、Strandvik, Tore(1995)。The Nature of Customer Relationships in Services。Advances in Services Marketing and Management: Research and Practice。JAI Press。  new window
2.Rust, R. T.、Oliver, R. L.(1994)。Service quality: Insights and managerial implications from the frontier。Service Quality: New Directions in Theory and Practice。Thousand Oaks, California：Sage Publications。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：727（臺灣：720，外國：7） ／ 本年度總使用人次：2017497 ／ 訪客人次（自102年09月）：67828505
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上