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題 名 | 公共圖書館讀者服務涉入之研究=User Involvement with Services in Public Libraries in Taiwan |
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作 者 | 謝寶煖; | 書刊名 | 中國圖書館學會會報 |
卷 期 | 58 1997.06[民86.06] |
頁 次 | 頁107-132 |
分類號 | 026 |
關鍵詞 | 服務涉入; 服務行銷; 服務品質; 公共圖書館; 顧客滿意; Service involvement; Service marketing; Service quality; Public libraries; Customer satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 本文以縣市級以上之公共圖書館為研究對象,進行探索性研究,以問卷調查到館 使用者對公共圖書館服務品質之要求,了解讀者對服務品質屬性之重要性認知,同時將消費 者行為研究之涉入理論應用到圖書館,探討公共圖書館之讀者對各項服務之涉入程度,並分 析不同涉入程度之讀者對服務品質評估之差異顯著性,進而將服務涉入應用到公共圖書館之 服務行銷,利用讀者對各項服務之涉入程度進行市場區隔和服務定位;根據不同涉入程度之 讀者對服務品質之要求,研擬因應之服務行銷策略,以吸引潛在讀者,留住現有讀者,讓所 有民眾均成為公共圖書館之永久讀者。 |
英文摘要 | This paper reports the results of an exploratory study that identifies distinct elements of service quality and determines which of those elements are more important to different segment of customers on degree of service involvement. Service involvement has been defined as "the amount of participation perceived by the customer to be required to engage in a particular activity or service." All services provided by public libraries involve different kinds of interaction between libraries and their users, and evoke varying degree of involvement. In this study, user involvement with services in public library has been categorized into three group according to resources encountered, richness of information input, services used, and frequency of usage. The empirical study has shown that degree of service involvement are significantly related to service quality. Then the marketing strategies fit between the user's value of service quality and the degree of service involvement have been proposed. |
本系統中英文摘要資訊取自各篇刊載內容。