新北市立圖書館智慧化設備利用與讀者滿意度研究

Study on the Utilization of Intelligent Equipment and Reader Satisfaction of New Taipei City Library

隨著資通科技、數位化、智慧化技術的蓬勃發展，改變了讀者的資訊尋求行為與閱讀方式，為瞭解新北市立圖書館目前的館藏、智慧化設備與各項服務是否能滿足讀者的需求，特藉由相關文獻分析、讀者利用統計與滿意度調查，探討使用者之基本特性及使用行為，圖書流通、智慧化設備與電子資源使用情形，以及讀者相關的滿意程度與意見。綜整研究發現與建議如下：一、總館讀者女性約為男性的1.5倍，借書主力族群是35－54歲（占31.35％）及6－11歲（占14.39％），建議針對男性讀者、12－24歲與55歲以上之讀者舉辦閱讀推廣活動。二、假日利用人次將近是平日的2倍，利用率及借書量都是7、8月暑假最多，建議加強假日及暑期之服務人力與推廣活動。三、總館相較於本市其他館讀者較年輕化，職業以學生、服務業、工商業為多，對於智慧化設備接受度高，可依其需求及喜好，開發相關智慧化服務。四、自助借書及取書設備使用讀者約四成，自助還書設備使用約二成，建議再加強智慧化設備之行銷推廣，而樂齡讀者對於智慧化設備使用率低，可多安排相關利用教育。五、電子資源利用率大幅成長，以商業、勵志及生活三大主題最受讀者喜愛，建議持續擴充館藏電子書與電子資料庫。六、電腦區及自修區座位利用率高，惟晚間12時後讀者少，建議取消24小時開放，以符合成本效益。七、整體滿意度為82.6分，表示大多讀者滿意總館的服務，其中以「資訊取得便利性」、「館員服務」、「館舍空間與環境」最為滿意，其次為「館藏資源」及「推廣活動」，較不滿意的是「圖書館網站及電腦使用」，建議針對網頁內容、分類方式及網站連線速度方面再予強化。

With the information and communication, digital and intelligent technologies development, the information seeking and reading behaviors from users have gradually changed. The research is to understand the current collections, intelligent system, intelligent equipments and services of New Taipei City Library can meet the needs of users or not. Based on document analysis, usage statistics and satisfaction survey, it is aim to understand the basic characteristics and users' behaviors, book circulation, the usage of intelligent equipment and electronic resources, user satisfaction, and make the results and suggestions that can improve the New Taipei City Library services. The comprehensive research findings and recommendations are as follows: (1) the number of female readers is 1.5 times as many as the number of male readers. Suggest to holding more reading activities for male readers, aged 12- 24 and over 55. (2) The number of people usage on holiday is 2 times as many as on weekdays. The utilization rate and the borrowed books number are the highest in July and August. Recommended to strengthen manpower and promote more activities during holiday and summer vacation. (3) Compared with other readers in New Taipei City, the age is younger. The occupations are mostly students, service industries, and regular business people. Readers are highly accepted the intelligent equipment. Could strengthen the marketing and promotion of smart devices. (4) Self check-out equipment used about 40% and self check-in equipment used about 20%, so self check equipment should be further promoted. (5) The noticeable increase in the need of e-resources, business, inspirational and life topics are most popular with reader, recommend main library should continue to enhance e-books and electronic database collections. (6) The seats in computer area and self-study area have high-usage all day, but not in the period of 12 pm to 8 am. In the concept of cost-effectiveness, it recommends the library to cancel 24 hr opening. (7) The overall customer satisfaction score is 82.6. Most readers are satisfied with the service of the main library. Most satisfied dimension are ''Information accessibility'', ''librarian service'', ''library space and environment'', Next satisfied dimension are ''promotion activities'' and ''collection resources''. The less satisfied dimension is ''library website and computer use''. Main library should strengthen web content, classification and connection speed.