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題名：以臺灣顧客滿意度指標探討智慧型圖書館之使用現況
書刊名：品質學報
作者：吳玫瑩／黃梓蓁
作者(外文)：Wu, Mei-ying／Huang, Tzu-chen
出版日期：2012
卷期：19:5
頁次：頁465-490
主題關鍵詞：智慧型圖書館；無線射頻辨識技術；臺灣顧客滿意度指標；結構方程模式；Intelligent library；Radio frequency identification；Taiwan customer satisfaction index；Structural equation modeling
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(3) 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:2
  • 共同引用共同引用:25
  • 點閱點閱:60
臺灣新北市政府在2010年4月22日於板橋車站內設立了第一座智慧型圖書館，其結合先進的無線射頻辨識技術，強調以自助式服務，讓讀者自行操作完成借還圖書的程序，以減少傳統人力借閱的時間。此智慧圖書館開館至今已將滿兩年，使用的人數逐漸增加，顯示此智慧圖書館已逐漸受到民眾的重視，因此關於使用者目前的使用情形與整體使用滿意度將是值得探討的議題。本研究主要以臺灣顧客滿意度指標（Taiwan Customer Satisfaction Index, TCSI）建立研究架構模型，針對板橋車站低碳智慧圖書館之使用者為問卷對象，並運用結構方程模式（Structural Equation Model, SEM）進行分析。經由本研究結果發現，大部分的使用者對於此智慧型圖書館的整體感到滿意，而使用者對於主要直接影響其滿意度之因素為形象、認知品質及認知價值，顯示使用者認為圖書館的形象、RFID（Radio Frequency Identification）系統的穩定性、操作的便利性及在使用過程中之整體感受皆為影響其滿意度的主要因素。本研究期望提供研究建議給相關單位及館方人員，相信將能提升使用者對此智慧圖書館的整體滿意度。
On April 22, 2010, New Taipei City Government set up the first metropolitan intelligent library in Banciao Station. Equipped with the advanced Radio Frequency Identification (RFID) technology, this library allows and requires readers to do the book check-out and return on their own. The self-help services it promote and facilitate can reduce much waiting time needed by manual operations. This intelligent library has been up and running for two years. The steady growth in the number of its users shows that people are paying more attention to the intelligent library system. Therefore, usage and overall satisfaction of this library system is a worth investigating issue. This study constructed a model based on Taiwan Customer Satisfaction Index (TCSI) and administered a questionnaire to users of this low-carbon consumption intelligent library in Banciao Station. The collected responses were analyzed using Structural Equation Modeling to analyze the relationship between latent variables in each dimension. Results showed that most users had a high level of overall satisfaction with this intelligent library. Their satisfaction was directly affected by factors including image, perceived quality, and perceived value, suggesting that in addition to library image, system stability, satisfaction of personal needs, convenience, and practical user experience all had some impact on their satisfaction with the system. Based on the research findings, this study proposed some suggestions for authority concerned and the library administration, hoping that they could make necessary adjustments and improvements to further boost user satisfaction of this intelligent library.
期刊論文
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學位論文
1.蔡慕潔(2009)。建構觀光夜市顧客滿意度模型(碩士論文)。中華大學。  延伸查詢new window
2.林瑞琪(2008)。以TCSI模式評估電信業者之顧客滿意度--以大專院校學生為例(碩士論文)。中華大學，新竹市。  延伸查詢new window
3.王信惠(2007)。宗教觀光地旅遊意象、知覺價值、旅遊品質、滿意度與遊後行為意圖關係之研究--以北港為例(碩士論文)。南華大學。  延伸查詢new window
4.張艷妃(2008)。圖書館採用無線射頻辨識系統（RFID）之效益探討：以資訊系統成功模式為基礎(碩士論文)。樹德科技大學。  延伸查詢new window
5.陳美文(2004)。圖書館服務品質對使用者滿意度與再使用意願之研究--以大葉大學為例(碩士論文)。大葉大學。  延伸查詢new window
6.童惠芳(2004)。醫療產業顧客滿意度與忠誠度指標模式之建構(碩士論文)。國防醫學院，台北市。  延伸查詢new window
7.劉立偉(2010)。服務品質與顧客滿意度之研究--以報關業為例(碩士論文)。逢甲大學。  延伸查詢new window
圖書
1.Hatcher, L.(1994)。A step-by-step approach to use the SAS system for factor analysis and structural equation modeling。SAS Institute。  new window
2.黃芳銘(2010)。結構方程模式：理論與應用。臺北市：五南圖書出版股份有限公司。  延伸查詢new window
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4.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
5.呂長民(2009)。行銷研究：企業研究方法實務應用。臺北：前程文化。  延伸查詢new window
6.邱皓政(2003)。結構方程模式--LISREL的理論、技術與應用。雙葉書廊。  延伸查詢new window
7.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
8.陳寬裕、王正華(2010)。論文統計分析實務--SPSS與AMOS的運用。臺北市：五南。  延伸查詢new window
9.陳順宇(2005)。多變量分析。華泰文化事業股份有限公司。  延伸查詢new window
其他
1.王嵐(2010)。淺談RFID技術在陝西省圖書館的應用。  延伸查詢new window
2.李明貴(2009)。企業形象及來源國形象與信任間關係之研究。  延伸查詢new window
3.林妤璇(2010)。校園e化學生滿意指數模型建構之研究。  延伸查詢new window
4.林芳如(2010)。臺灣顧客滿意指數模型之研究--以中醫診所為例。new window  延伸查詢new window
5.徐忻(2009)。RFID技術在圖書館應用研究論文的計量分析。  延伸查詢new window
6.高鵬、杜宜凌、鄧鈺璇(2008)。圖書館應用RFID技術之研究：以臺大醫學院圖書分館為例。  延伸查詢new window
7.連秋月(2006)。臺灣顧客滿意指標模式建立之研究。  延伸查詢new window
8.郭斌達(2008)。臺北市立圖書館智慧圖書館讀者使用行為之研究。  延伸查詢new window
9.董朝峰(2010)。圖書館RFID應用實踐中的問題及思考--以汕頭大學圖書館為例。  延伸查詢new window
10.熊雅斐(2010)。圖書館影音資料導入RFID之關鍵成功因素--以某科技大學為例。  延伸查詢new window
11.Conrath, D. W. and Mignen, O. P.(1990)。What is being done to measure user satisfaction with EDP/ MIS。  new window
12.Fredericks, J. O., Hurd, R. R., and Salter, J. M.(2001)。Connecting customer loyalty to financial results。  new window
13.Schumacker, R. E. and Lomax, R. G.(2009)。A Beginner’s Guide to Structural Equation Monitoring, 3rd ed.，London：Routledge。  new window
14.Wang, M. L., Wang, K. W., and Chung, S. H.(2008)。Applying TCSI model to evaluate the stakeholder’s satisfaction nearby Hsinchu science industrial park。  new window
圖書論文
1.Westbrook, Robert A.、Reilly, Michael D.(1983)。Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theoryof Consumer Satisfaction。Advances in Consumer Research。Ann Arbor, Mich：Association for Consumer Research。  new window
 
 
 
 
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