Title page for etd-0612113-131248


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URN etd-0612113-131248
Author Wen-Yang Wang
Author's Email Address No Public.
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Department Business Management
Year 2012
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title Assessing the Service Quality of Open University of Kaohsiung Library from the perspective of readers
Date of Defense 2013-06-24
Page Count 97
Keyword
  • LibQual+
  • library
  • service quality
  • Abstract Base on focus group interview and questionnaire survey on readers from Open University of Kaohsiung(OUK) Library, this empirical research aims to comprehend their library utilization; as well as feedback on difference between service quality expectation and actual perception. The service quality of library gradually receives readers’ concern over the recent years; therefore libraries nowadays must focus on readers’ demands and service quality evaluation. As a complex library with both university and public function, however, OUK Library didn’t conduct any surveys on readers’ utilization and service quality. Considering the lack of specific references on library work program and resource allocation, this research was accordingly motivated to evaluate OUK Library’ service quality and per readers’ utilization behavior. The research firstly begun with 5 focus group interviews to comprehend readers’ demands, Afterwards, the interview results were combined with LibQual+ as questionnaires to comprehend 286 OUK Library readers’ actual perception of quality service. The survey results show OUK Library readers’ library utilization behavior varies with their ages and identities. Furthermore, each item inside service quality evaluation doesn’t reach readers’ desired standard. The findings could benefit the similar libraries for their future references on work program and resource allocation.
    Advisory Committee
  • Yi-ping Lin - chair
  • Min-Hsin Huang - co-chair
  • Chihyuan Wang - advisor
  • Chaoyi Hsueh - advisor
  • Files
  • etd-0612113-131248.pdf
  • indicate access worldwide
    Date of Submission 2013-07-14

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