1
— A Study of the National Open University Library
Miao-Hsueh Lin
Head of Reader Service of University Library, NOU
Abstract
This study was based on the LibQUAL+ scale, and based on the
scholars’ research, senior librarians' opinions and characteristics
of
university libraries, a questionnaire with a total of 29 questions
for
measuring users’ satisfaction and quality of library service
was
designed. Based on the empirical results, the five service items of
the
most importance were found. In addition, five service items need
to
be reviewed and to be improved for the library.
In terms of effects the quality of library services, the
ANOVA
analysis was conducted on different groups of users. The
means
among groups was significantly different. For students, their
actual
feelings of satisfaction and the perceived service quality in
the
“service aspect” are the lowest; for the full-time teachers,
the
satisfaction of the actual feelings in the “collection resources
aspect”
and the perceived service quality are the lowest. Among the
five
aspects , the scores of “librarians “ in each groups are found very
high.
It can be seen that the service performance of NOU university
librarians is worthy of recognition and encouragement. Finally,
based
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3
on the empirical results, the study proposes relevant suggestions
for
future research.
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3. Response anyone at any time.
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1. Security
7. Timing
Gronroos1984
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PZB
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SERVQUAL ES
PS ES
PS ES>PS
4 31-51
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