公共圖書館服務品質評估之研究

This study presents the results of an exploratory study on customer perceptions of service quality in public libraries, using data collected from 661 respondents. Four factors that explain service quality are identified, then the relationship with personal characteristics and degree of involvement examined. In order of importance, these factors are communication, c0nvcnicncc, empathy, and tangible. The results have practical implications and an agenda for future research on quality management has been suggested.