圖書館組織溝通與服務績效關係之研究

Abstract

圖書館是因利用而存在的，所以圖書館的服務績效應該由讀者來評量。國 內圖書館雖然一直積極致力於提昇圖書館的服務品質，然多屬內驅式的，各圖 書館並未有系統地探討讀者對圖書館服務品質的認知與服務期望，以致效果不 彰。

Libraries are for use. Measurement and management of customer satisfaction with library services have been issues of concern for librarians and academics in the field for some time. Historically, the quality of an academic library has been described in terms of its collection and counts of its use. This traditional orientation no longer offers attainable goals for addressing successfully the campus community’s demands for information. Identifying new approach to demonstrate accountability, to conceive of quality, and to monitor its attainment are current challenges for academic libraries.