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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=Applying Taiwan Customer Satisfaction Index Model to Evaluate the Intelligent Library |
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作 者 | 吳玫瑩; 黃梓蓁; | 書刊名 | 品質學報 |
卷 期 | 19:5 2012.10[民101.10] |
頁 次 | 頁465-490 |
分類號 | 023.69 |
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; |
語 文 | 中文(Chinese) |
中文摘要 | 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。 |
英文摘要 | 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. |
本系統中英文摘要資訊取自各篇刊載內容。