本研究採用問卷調查法了解完全中學學生使用圖書館之期望與實際感受之服務品質，藉以瞭解學生對圖書館的滿意度，作為圖書館改善服務之參考。研究首先透過文獻分析，參考圖書館的服務品質評量工具LibQUAL+，並研究國內針對高中職圖書館之相關理論，修改發展出適合高中生與國中生之圖書館服務品質評量指標，並經與學校圖書館人員及使用者進行共三場焦點團體訪談後修正指標並進一步發展為問卷。本問卷以抽樣之台中市四所完全中學學生為實證研究對象，共發出1,142份問卷，回收1,138份，回收率高達99.64％，其中有效問卷1,133份。本服務品質評量問卷共分為「空間環境」、「館藏資源與利用」、「圖書館服務」及「圖書館教育與推廣」等四大構面，共有29項指標，並採用期望服務品質及感受服務品質兩種滿意度評分差距。 本論文研究結果顯示：（一）完全中學學生期待圖書館有更豐富的館藏及提供電子資源。(二)學生到館頻率每週少於一次的高達57.8％，顯示完全中學圖書館的利用率偏低。（三）學生對圖書館感受之服務品質平均值大都在3.5以上，顯示學生對圖書館的服務大致可接受，但均未達優質服務。國中生及高中生均對「圖書館所在便利性」最不滿意。（四）不同性別對圖書館感受服務品質差異性較小，國中生及高中生對圖書館感受服務品質差異性大；國中生感受的服務品質大都高於高中生。（五）完全中學圖書館需針對國中生及高中生提出不同的服務策略。 根據上述研究結果，本論文提出以下建議：(一)運用圖書館服務品質評量加強圖書館評鑑，做為圖書館經營管理之參考。（二）加強推展圖書館利用教育，發揮圖書館功能。（三）擴充圖書館編制提升專業形象，並擴大服務範圍。（四）提昇圖書館軟硬體設備，發揮圖書館資訊服務的功能。 / This study uses the method of Questionnaire to measure the expectations and degrees of satisfaction of comprehensive high school students toward libraries. Using the method of literature review, also taking reference from Library Service Quality Assessment LibQUAL+ and relevant theories concerning high school or professional high school libraries, this study comes up with a revised index of service quality assessment suitable for junior and senior school students. After conducting three focus group interviews with school librarians and users, the researcher then revises the above-mentioned index and transformed it into a Questionnaire. This study, using students from four comprehensive high schools in Taichung City as subjects of empirical studies, issued 1,142 questionnaires, among which 1,138 were returned (the return rate was as high as 99.64%), and effective ones amounted to 1,132.The questionnaire consists of four aspects: space and environment, library resources and usages, library services, and librarian education and promotion. It includes 29 indicators, and is rated by the expected and perceived service qualities. The study shows the following results: 1.Comprehensive high school students look forward to more comprehensive library resources as well as resources in electronic forms. 2.The percentage of students visiting libraries less than once in a week is as high as 57.8%, meaning the usage rate for comprehensive high school libraries is low. 3.The perceived quality for library service, on average, is generally above 3.5 points in a score ranging from 1-5, but not reaching the expected service qualities. Such result manifests that students find the library service mostly acceptable, but not preferable. Both junior and senior high students find ‘the accessibility of libraries’ most unacceptable. 4.Gender has relatively little effect on the difference of perceived quality of service, whereas there’s a big gap between junior and senior high school students. Junior high students tend to score higher than senior high students on perceived service quality. 5.It is imperative for comprehensive high school libraries to provide different service strategies for junior and senior high school students. Based on the result of the above study, the thesis suggests the following: 1.Libraries should use service quality assessment as a way to enhance their evaluation, whose result should be taken as managerial reference. 2.It is imperative to strengthen the promotion of the usage of libraries. 3.It is imperative to enlarge the organization scale of libraries so as to promote professional image and to enlarge service range. 4.It is imperative to upgrade soft, as well as hardware equipment of libraries to enhance information service of libraries.

本研究透過文獻探討對服務品質理論及LibQUAL＋™量表進行瞭解，進而對於國內外探討圖書館服務品質之作法加以探討，並選擇新竹縣立圖書館為個案研究對象，對新竹縣立圖書館入館讀者採隨機抽樣調查，就研究結果提出關於服務品質之相關分析與建議，作為新竹縣立圖書館未來營運管理及讀者服務之參考，期使藉由本研究讓圖書館能更正確瞭解讀者需求及圖書館現況問題並能有效調整資源分配，提升圖書館服務品質，提供民眾更優質的公共圖書館。 　　 本研究採用問卷調查法，以圖書館服務品質LibQUAL＋™量表為基礎，於106年3月期間對新竹縣立圖書館入館民眾進行隨機抽樣調查。研究結果顯示：(一)新竹縣立圖書館讀者類型中以自修族群為最多(二)以讀者使用資源頻率來看，低涉入讀者為最多(三)讀者不同背景對於使用圖書館館藏資訊系統上有差異性(四)讀者最重視圖書館環境構面的服務品質(五)圖書館服務品質中表現最佳是服務影響性構面(六)以四象限分析法探討服務品質要項，讀者最在意的為環境 (七)讀者服務涉入程度與服務品質三構面上有重要關聯性(八)讀者對圖書館服務成果認同度排名第一為整體閱讀環境(九)不同學歷背景讀者對服務成果認同度有顯著差異(十) 56歲以上年長族群相對較少(十一)服務成果與服務品質三構面有高度正相關(十二)讀者的意見回饋中，以「圖書館環境」為讀者最重視因素(十三)圖書館可依服務藍圖檢視服務品質改善方法。 根據上述研究結果，本論文提出七項建議：(一)改善閱讀空間品質，滅少干擾元素(二)加強閱讀活動辦理，鼓勵讀者參與(三)強化資訊提供功能，改善數位資源及設備(四)成立館藏發展小組，加強編目專業訓練(五)深入瞭解讀者需求，提升服務品質(六)保持優質服務態度，暢通讀者意見回饋管道(七)加強分齡分眾概念之服務。 / The key goal of this research is to discuss the improving of service quality of some university libraries through applying LibQUAL＋™ as a qualitative method and theory. We apply this to evaluate the library service quality of the Hsinchu county library through random sampling on the library readers. From the result of the research, we can get some conclusion and advices for the library to take it as as the reference. We expect that the library can realize the demand of readers more and find the bottleneck of it's operation so that they can rearrange the allocation of the resources to improve the service quality from the reader's perception. We complete the research with the questionnaire method through applying LibQUAL＋™. The investigation was carried out by random sampling the readers of the Hsinchu county library during the opening hours in March in 2017. The research result shows that: (1) The major part of the readers are those for self-studying. (2) From the view of souring frequency of library resources, most readers are "low involvement". (3) the sourcing of Library Information Processing System differ from the background of the readers. (4) What the readers care most are the enviromental factors of service quality. (5) The service factors get highest score. (6) from the Four quadrant analysis, what the readers care most are the enviroment. (7) The involvement of the readers is high related to the three factors of service quality. (8) What the readers recognize most considering the service result is the reading enviromment. (9) The recognition degree of the service result differ from the educational background of the readers. (10) The recognition degree of the service result differ from the "service involvement" of the readers. (11) The service result is highly related to the three factors of service quality. (12) The library can get the way to improve the service quality through th service blueprint. According the research above, this thesis propose 7 suggestion: (1) To improving the Reading space to minimize interference. (2) To hold more reading activities and encourage more readers to participate in. (3) To enhance the information support and improve the information indicaiton. (4) To establish the Library Collections Development Panel and enhancing the training of cataloging. (5) To enhance the electrical resource to improve the information equipment. (6) To understand the demand of readers more to improve the service quality. (7) To provide service with good attitude and keep the communication chanels smooth.