| dc.contributor | 圖資與檔案學刊 | |
| dc.creator (作者) | 陳建文 | |
| dc.creator (作者) | Chen, Chien-wen | |
| dc.creator (作者) | 陳美文 | |
| dc.creator (作者) | Chen, May-wen | |
| dc.date (日期) | 2004-08 | |
| dc.date.accessioned | 21-Jun-2019 15:09:46 (UTC+8) | - |
| dc.date.available | 21-Jun-2019 15:09:46 (UTC+8) | - |
| dc.date.issued (上傳時間) | 21-Jun-2019 15:09:46 (UTC+8) | - |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/123899 | - |
| dc.description.abstract (摘要) | 本文建立一個圖書館使用者認知價值、滿意度與忠誠度關係的模型，期望能做為圖書館在提供服務時的參考。本文針對某大學研究生進行問卷調查，經實證結果發現：館藏服務、流通服務與館員服務對忠誠度有顯著影響；館員服務與管理服務對滿意度具有顯著影響。此外，根據「重要性-績效」矩陣分析得知：「館員服務」是圖書館表現良好，而且能有效增進使用者滿意度的服務項目；「館員服務」與「館藏服務」具有良好的績效表現，而且是能有效增進使用者忠誠度的服務項目。 | |
| dc.description.abstract (摘要) | This article describes the relationship between library users` perceived value, satisfaction and loyalty. A questionnaire survey is conducted to understand the graduate students` perceived value, satisfaction and loyalty to an academic library. The result shows that collections of printed publications, circulation and librarians` services affect significantly the users` loyalty; librarians` services and managerial services also affect the users` satisfaction. Moreover, after analyzing the importance-performance matrix, we find that `librarians` service` can be perceived as an area of strength for this library when it comes to creating satisfied users. `Librarians` service` and `collections of printed publications` achieve a higher performance index and are directed towards creating loyal users. | |
| dc.format.extent | 20555400 bytes | - |
| dc.format.mimetype | application/pdf | - |
| dc.relation (關聯) | 圖書與資訊學刊, 50, 32-48 | |
| dc.subject (關鍵詞) | 圖書館;服務品質;認知價值;滿意度;忠誠度 | |
| dc.subject (關鍵詞) | Library ; Service quality ; Perceived value ; Satisfaction ; Loyalty | |
| dc.title (題名) | 圖書館使用者認知價值、滿意度與忠誠度關係之研究 | |
| dc.title (題名) | A Study of the Relationship between Library Users` Perceived Value, Satisfaction and Loyalty | |
| dc.type (資料類型) | article | |
| dc.identifier.doi (DOI) | 10.6575/JoLIS.2004.50.03 | |
| dc.doi.uri (DOI) | https://doi.org/10.6575/JoLIS.2004.50.03 | |
