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題名：服務品質、滿意度與再使用意願關係之研究：以真理大學圖書館為例
書刊名：真理大學人文學報
作者：周宏宏
作者(外文)：Chou, Hung-hung
出版日期：2009
卷期：7
頁次：頁77-106
主題關鍵詞：服務品質；滿意度；再使用意願；結構方程模式；線性結構關係；Service Quality；Satisfaction；Reuse Intention；SEM；LISREL
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:79
  • 點閱點閱:78
本研究主要目的在探討大學圖書館的服務品質、使用者滿意度與再使用意願之間的關係，並且以使用者的立場，藉以瞭解使用者對於圖書館服務品質、滿意度與再使用意願的知覺感受。 本研究以真理大學圖書館使用者為研究對象，共發出問卷700份，無效問卷59份，實際回收有效問卷為641份，有效問卷回收率為91.57％。將回收資料採用獨立樣本t檢定(Independent Samples t-test)、單因子變異數分析(One-way ANOVA)、Scheffe法多重比較、Pearson積差相關分析，結構方程模式(SEM)之次模式徑路分析。在徑路分析使用LISREL分析軟體進行研究變項間線性關係，研究發現服務品質(服務觀感、資訊取得、個人控制、圖書館環境等四項)分別對滿意度與再使用意願有顯著性正向的影響，滿意度對再使用意願亦有顯著性正向的影響。此外，使用者滿意度是服務品質(服務觀感、資訊取得、個人控制、圖書館環境等四項)與再使用意願間的中介變項。 基於實證結果，本研究提供大學圖書館管理者具體建議：(1)改善館員服務態度、提升館員人際溝通能力、專業技能與資訊素養；(2)充實館藏資源、加強館際合作；(3)落實圖書館利用教育，並加強參考諮詢服務；(4)提供簡易操作資訊設備，加強使用者自我學習的能力；(5)改善圖書館的環境，提供多元化的學習與研究空間。
The purpose of this study is to investigate the relationships among “serviec quality,” “satisfaction” and “reuse intention” at the academic library for understanding the users’ perception of serviec quality, satisfaction and reuse intention. The users at the Aletheia University Library are the target population. 700 questionares were distributed and 641 effective ones returned, resulting in an approximate response rate of 91.57%. By adapting the Independent Samples t test, One-way ANOVA, Scheffe method and Path Analysis of LISREL model, the resultant is that users’ perception of serviec quality (affect of service, access to information, personal control, library as place) toward the satisfaction has significantly positive effects. The users＇ perception of serviec quality (affect of service, access to information, personal control, library as place) toward the reuse intention has significantly positive effects. Additionally, satisfaction has a mediate effect on relationship between users’ perception of serviec quality (affect of service, access to information, personal control, library as place) and reuse intention. Based on the experimental results, recommendations are provided for the academic libraries that devote themselves to improve library services:(1)improving the librarians’ attitudes, interpersonal communication competence, professional skills and information literacy;(2)enriching the library collections & resources and strengthening interlibrary cooperation;(3)carrying out the library-use instruction and strengthening the reference service;(4)providing accessible information equipment and simple approaches for operation to facilitate self-learning;(5)improving the library surroundings to offer users a more diversified learning environment.
期刊論文
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4.Davidow, Moshe(2003)。Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，16(1)，67-80。  new window
5.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review，32(3)，39-48。  new window
6.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
7.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
8.Wei, Y.、Thompson, B.、Cook, C. Donald(2005)。Scaling user's perceptions of library service quality using item response theory: A LibQUAL+ ™study。Libraries and Academy，5(1)，93-104。  new window
9.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
10.陳建文、陳美文(20060900)。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。教育資料與圖書館學，44(1)，61-82。new window  延伸查詢new window
11.翁崇雄(19981200)。期望服務與服務績效影響服務品質評量之研究。臺大管理論叢，9(1)，153-176。new window  延伸查詢new window
12.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
13.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。  new window
14.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
15.Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。  new window
16.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。  new window
17.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
18.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
19.Regan, William J.(1963)。The Service Revolution。Journal of Marketing，27(3)，57-62。  new window
20.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
21.Bhattacherjee, Anol(2001)。Understanding Information Systems Continuance: An Expectation-Confirmation Model。MIS Quarterly，25(3)，351-370。  new window
22.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
23.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
24.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
25.林劭貞(2005)。『 台灣留學新生對於美國學術圖書館的觀感印象─以照片引談為資料蒐集法』。圖書資訊學刊，第3 卷第l / 2 期，頁61 -82。new window  延伸查詢new window
26.Drake, M. A.(1993)。“Technological Innovation and Organization Change,”。Journal of Library Administration，vol.19，pp.39-53。  new window
27.Goodall, D. L.,(1988)。“Performance Measurement: A Historical Perspectives,”。Journal of. Librarianship,，vol.20，pp.128-144。  new window
28.Hart. J. D.,(1958)。Search and Research: The Librarian and the Scholar。College and Research Libraries，vol.19,no.5，pp.365-374。  new window
29.Hernon, P.,(2002)。“Quality: New Directions in the Research,”。The Journal of Academic Librarianship，vol.28,no.4，pp.224-231。  new window
30.Shaughnessy, T. W.,(1996)。“Lessons From Restructuring the Library.”。Journal of Academic Librarianship，vol.22,no.4，pp.251-256。  new window
會議論文
1.Chen. T. S., R. C. Chen and T. Y. Chang,(2004)。“A Research to Increase Users”Satisfaction and Loyalty Based on the Customer Satisfaction Index: A Case Study on the National Taichung Institute of Technology’s Library,”pp.574-583。  new window
圖書
1.Dutka, A.(1994)。AMA Handbook for Customer Satisfaction。Chicago：American Marketing Association。  new window
2.Guieford, J. P.(1965)。Fundamental statistics in phychology and education。N.Y：McGramn-Hill。  new window
3.Perkins, J. A.(1996)。The University in transition。Princeton University press。  new window
4.楊美華(1994)。大學圖書館理論與實務。臺北：五南。new window  延伸查詢new window
5.Hernon, Peter、Altman, Ellen(1996)。Service Quality in Academic Libraries。Norwood, N. J.：Ablex。  new window
6.衛南陽(2001)。服務競爭優勢：探索永續經營的奧秘。台北：商兆文化圖書。  延伸查詢new window
7.Juran, J. M.(1992)。Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services。New York, NY：Juran Institute：The Free Press。  new window
8.Jöreskog, Karl G.、Sörbom, Dag(1993)。New Features in LISREL 8。Chicago：Scientific Software International。  new window
9.Juran, J. M.、Gryan, F. M.、Brigham, R. S.(1974)。Quality control handbook。New York：McGraw-Hill Book CO.。  new window
10.Gronroos, C.(1983)。Strategic Management and Marketing in Service Sector。Christian, MA：Marketing Science Institute。  new window
11.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
12.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
13.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
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15.鍾朝嵩、石川馨(1986)。日本式品質管制─全公司品質管制（CWQC）的精粹 (石川馨，日本式品質管制（日本，1961 ）)。台北。  延伸查詢new window
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17.Buell, V. P.,(1984)。Marketing Management: A Strategic Planning Apprpach。New York。  new window
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圖書論文
1.Olshavsky, Richard W.(1985)。Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective。Perceived Quality: How Consumers View Stores and Merchandise。Lexington Books。  new window
 
 
 
 
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