從大學圖書館使用者經驗探討館際互借服務品質因素

Study on Interlibrary Loan Service Quality Determinants from User Experience for University Libraries

館際互借服務提供使用者在本館找不到所需的圖書資料時，可向他管申請借書或影印論文以滿足其資訊需求。從使用研究可瞭解使用者對館際互借服務的需求、使用過程、使用滿意度看法。服務品質評鑑可以瞭解使用者對服務期望與滿意度，知道使用者對於各項服務的期望與感知之間的落差，以為改進方向。本研究旨在從大學教師與研究生的使用經驗探討影響館際互借服務品質因素。研究目的包括（1）探討館際互借服務品質的決定因素與評鑑指標，（2）探討大學教師與研究生使用館際互借的資訊需求，（3）探討大學教師與研究生館際互借服務申請與使用經驗，（4）探討大學教師與研究生對館際互借服務使用滿意度與價值。本研究採用焦點團體訪談法，邀請館際互借服務使用的大學教師、研究生以及館際合作館員16人餐與，獲得教師與研究生的館際服務資訊需求與使用經驗。基於焦點團體訪談師生看法，歸納影響館際互借服務品質決定因素，涵蓋服務申請、資料提供、與館員服務三因素及20項指標，提供未來圖書館館際互借服務品質評鑑參考。

Interlibrary Loan (ILL) is the sharing of materials among libraries, be they across town or across the globe. It is a service that provides access to the collections of libraries throughout the world. From the user's satisfaction and service quality measurement, it helps to understand how users use interlibrary loan service and how they assess the service value. The objectives of the article are: (1) to explore important determinants of service quality on interlibrary loan based user experience; (2) to investigate user needs of interlibrary loan service from university faculty and graduate students; (3) to investigate user experience of interlibrary loan service from university faculty and graduate students; (4) to study user satisfaction and value opinions from interlibrary loan librarian on users experience. With three focus group interviews held, 16 respondents of university faculty and graduate students as well as interlibrary loan librarians were invited to discuss their use experience of interlibrary loan service and important determinants on ILL service quality. Based on focus interviews, service quality determinants on interlibrary loan for university libraries in the study are developed, consisting of three dimensions of ILL service requests, ILL information provision, and effect of services with 20-item scale.