碩士 / 國立臺灣師範大學 / 圖書資訊學研究所 / 102 / Mobile libraries are vehicles or other means of transport loaded with book stacks and library staff. Due to the mobility, they serve on specific dates as library branches in communities lack of collection resource. While most domestic mobile libraries are serving residents of remote areas, New Taipei City Library, in order to serve the commuters and expand target user groups, has been dispatching van-type mobile libraries to MRT stations, train stations and other public transportation terminals since 2012, providing citizens with library services such as library card application and lending service while they commute or travel by public transportation.
In order to understand the service quality, advantages and disadvantages of mobile libraries at public transportation terminals in New Taipei City and to target customer groups, the study analyzed the mobile library utilization statistics in the Library Automation System and investigated readers' habits, service quality, readers' needs and personal information by literature review, on-site observation and questionnaire compilation. Among the four aspects, the service quality scale was modified from the ServQUAL scale, measuring actual experience scores and expectation scores.
The study concluded 12 points as follows: 1) the readers visit mostly for browsing, borrowing and returning books, usually after 6 p.m., and the majority of visitors are of low visiting frequency; 2) Shulin Train Station shows the best overall utilization while Yingge Train Station shows the worst; 3) the readers' preferences for book topics are children's books, language and literature, and applied sciences; 4) the readers express fair satisfaction on both expectation and actual experience of all service quality facets, while the Tangibles facet has the highest scores in both expectation and actual experience; 5) the readers express less satisfaction on actual experiences than expected standard in respect of all service quality facets, while the Empathy facet shows least customer satisfaction; 6) the IPA analysis for service quality reveals that the Tangibles, Reliability and Responsiveness are necessary facets, while Assurance and Empathy are low priority ones; 7) readers comprise mostly of females and urban commuters on the way home; 8) readers reside mostly near the service locations, which are noticed autonomously; 9) generally, readers of different backgrounds show insignificant difference in service quality experiences; 10) readers show larger needs in literature, leisure and children's books, preferences for reference works, audio books and comics, and more attention on novelty of collection resources, update frequency and quantity; 11) more than 50% of the readers expect additional reading tables and chairs, and the provision of various types of art and cultural information; and 12) most readers' adult family members also read the borrowed books.
Based on the research results, the study proposed 10 suggestions as follows: 1) service frequency and locations shall be adjusted to increase the usability; 2) service hours shall be adjusted to meet the needs of readers; 3) the selection of collection resources shall be more suitable for readers and their families; 4) more attention is required on the replacement frequency and novelty degree of collection resources; 5) improvements on book display shall be made; 6) more flexible Library Rules and Regulations are needed to meet the habits of users; 7) visual attractiveness and parking locations shall be improved; 8) service personnel shall be more active and proactive in promoting the service; 9) enhanced lighting and additional reading tables and chairs are needed; and 10) regular service quality assessments and business statistics analysis are required.
| Identifer | oai:union.ndltd.org:TW/102NTNU5447015 |
| Date | January 2014 |
| Creators | Lin, I-Chun, 林怡君 |
| Contributors | Ke, Hao-Ren, 柯皓仁 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 244 |
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