由讀者滿意觀點談館際互借服務品質

有關館際互借服務品質的評估指標，傳統上一般皆採用成功率、回覆時間。但是使用這些指標過於強調服務的技術性品質而忽略了功能性品質的重要，另外這些指標是基於圖書館人員的認知來考慮的，並非根據讀者對服務的認知而設計。國外的研究指出使用者的認知與圖書館館員對使用者需求的認知，二者間有差距。本文旨在介紹以讀者滿意的角度來思考館際互借服務的品質，除了強調透過讀者研究才能了解讀者真正的需求外，並介紹讀者對服務品質的認知模型及服務品質的評估構面，希望能對未來圖書館的館際互借服務品質之評估提供另一個思考方向。

There are relatively few studies that explicitly measure interlibrary loan (ILL) service value from the perception of the library user. Typically, the quality of ILL service was evaluated from the perspective of library mainly based on technical dimension's fill rate, turnaround time... etc., rather than subjective perceptions of the user. However, there is a discrepancy between library measure of ILL service performance and user measures of quality. In the U.S., recent user satisfaction studies of ILL service have begun to put emphases on users' perceptions of this service, especially user expectations and user satisfaction. This article is trying to introduce this trend and urge Taiwan librarianship to evaluate ILL service quality from the perspective of library users.