在 1996 年以前，臺灣的大學校院電子計算機中心，或稱為計算機與網路中 心、資訊中心及資訊處等，與圖書館都是獨立的行政及支援教學單位，近 20 年 來大學校院為了發展資源共享、提升教學品質、提升服務品質及降低人事經費支 出，學校逐漸將電子計算機中心與圖書館合併為圖書資訊中心，或稱為圖書資訊處、資訊圖書處、圖書資訊館及資訊圖書中心等。
雖然文獻中有圖書館服務品質量表，但文獻中缺乏電子計算機中心的服務品 質量表，導致合併的圖書資訊中心缺乏更貼切的服務品質量表，藉由探討 SERVQUAL、E-SERVQUAL及LibQUAL+TM服務品質模式的構面和量表，再結合 蒐集的全國大學校院電子計算機中心及圖書資訊中心服務品質評量量表，及研究 者發展的電子計算機中心的服務品質量表。本研究發展量表雛型為68問項，經8 校圖書資訊中心管理者專家訪談修正為41問項，前測經預試因素分析及鑑別力檢 定修正為33問項，此為本研究的問卷調查問項。
本研究在探討大學校院圖書資訊中心服務品質構面及量表之建構與驗證，在 問卷調查方面，採用紙本問卷調查，用郵寄掛號包裹方式寄到全國71所大學校院 圖書資訊中心，懇請管理者、組長、同仁及學生幫忙發放問卷、收回問卷及寄回 問卷。因為本研究所使用的服務品質量表，除了引用文獻的構面及量表外，也有 研究者發展的量表，所以在統計方析方面，採用嚴謹的程序，包含採用結構方程 模型、探索性因素分析、驗證性因素分析、交义效度評估、KMO與Bartlett檢定 及構面信度分析；另外也對教師、行政人員、學生及整體群組檢測對於服務品質 量表的適用性。研究結果顯示六個構面及26問項，包含有形性(4問項)、易使用 (4問項)、關懷性(4問項)、可靠性(6問項)、回應性(4問項)、系統可用性(4問項)， 這六個構面及26項量表提供大學校院圖書資訊中心服務品質評量工具。

Before the year of 1996, computer centers of Taiwanese universities had several names such as computer and network center, information center, office of information technology, etc. At the time, computer center and library both functioned as independent administration and teaching support unit. For the past two decades, Taiwanese universities have been striding to develop more resources sharing, improving teaching and service qualities, and reducing personnel expenses. Gradually, Taiwanese universities have merged their computer centers and libraries into one administrational unit known as the library and information center, the office of library and information service, the information and library center, and so on.
Although in the investigation of the literature review, it has displayed some library service quality scales but it is hard to find a service quality scale in the computer center, and so that it causes the merger of the library and computer center still lack more appropriate service quality scales. Therefore, this study is to investigate the SERVQUAL, E-SERVQUAL and LibQUAL+TM service quality model of the dimensions and scale. Through the process of collection and combination, re-organized with all universities of a computer center and a library and information center’s service quality scale and added to the researcher’s development of the computer center of the service quality. The study develops scale of the prototype for the 68 questions, by interviewing with eight managers and experts of the library and information center to amend the scale to become 41 questions. Finally, correction for the 33 questions through taking pre-test factor analysis and discrimination test, and making the study of questionnaire finished.
This study investigates to the construction and validation of the service quality dimensions and scales of the university''s library and information center. In the survey, the questionnaires were sent by mail, delivered to the 71 universities. The managers, supervisors, colleagues and students of the library and information centers helped to send those questionnaires to the respondents and returned the questionnaires back for data collection. Duo to the scale of quality service in this study, it not only selected the appropriate dimension and scale from the past literature but also the researcher modified the scale and questionnaires, Therefore, the statistical analysis used some rigorous procedures that included the use of structural equation modeling, exploratory factor analysis, confirmatory factor analysis, cross validation valuation, KMO and Bartlett test, and dimensions reliability analysis. The study also tested the applicability of teachers, administrators, students and the global group to use the service quality scales. The results of six dimensions and 26 items are displayed as follows: Tangibles (4 items), Easy of Use (4 items), Empathy (4 items), Reliability (6 items), Responsiveness (4 items) and System Availability (4 items). The six dimensions and 26 scales are provided as a tool of service quality evaluation for universities of the library and information centers.

誌 謝 .............................................................................................................................I

中文摘要....................................................................................................................... II Abstract ........................................................................................................................ III 目 錄.......................................................................................................................... V
圖 目 錄..............................................................................................................IX 表 目 錄............................................................................................................... X 第壹章 緒論.................................................................................................................. 1 第一節 研究背景與動機.................................................................................... 1
第二節 研究目的................................................................................................ 6

第三節 研究步驟及流程.................................................................................... 7 第貳章 文獻探討.......................................................................................................... 9 第一節 服務品質................................................................................................ 9
一、服務的定義與特性............................................................................ 9

二、品質的定義與特性............................................................................ 9 三、服務品質的定義與特性.................................................................. 10 第二節 SERVQUAL 服務品質模式................................................................ 11 第三節 E-SERVQUAL(網路服務品質)模式及相關模式 ............................... 20 一、E-SERVQUAL(網路服務品質)模式 .............................................. 20
二、E-SERVQUAL(網路服務品質) 相關模式 .................................... 23 第四節 LIBQUAL+TM (圖書館服務品質) 模式 ............................................... 31 第五節 大學校院設置電子計算機中心及圖書資訊中心概況...................... 34 一、電子計算機中心同性質名稱.......................................................... 34

二、圖書資訊中心同性質名稱.............................................................. 34

三、近五學年度大學校院設置圖書資訊中心概況.............................. 35

第六節 探討大學電子計算機中心服務品質構面-量表發展與驗證............. 36 第參章 研究方法........................................................................................................ 38 第一 節 研究架構 ............................................................................................ 38
第二節 研究設計.............................................................................................. 40

一、問卷設計.......................................................................................... 40 二、問卷專家訪談及修改...................................................................... 46 三、問卷修正.......................................................................................... 46 第三節 統計分析方式...................................................................................... 54 一、結構方程模型.................................................................................. 54 二、探索性因素分析與驗證性因素分析.............................................. 54 三、交义效度評估.................................................................................. 55 四、統計分析工具.................................................................................. 55 第四節 問卷前測.............................................................................................. 56 一、前測問卷調查.................................................................................. 56 二、前測問卷統計分析.......................................................................... 56

第肆章 資料分析與結果............................................................................................ 63

第一節 問卷調查.............................................................................................. 63 一、問卷調查對象.................................................................................. 63 二、問卷調查寄出與寄回...................................................................... 63 第二節 統計分析與結果.................................................................................. 65 一、 測定樣本與效標樣本分群............................................................ 65 二、基本資料分析.................................................................................. 65 三、預期圖書資訊中心服務品質會改善的部分.................................. 68

四、預期圖書資訊中心服務品質會增加的部分.................................. 69

五、各問項服務品質評量分析.............................................................. 69 六、KMO 與 Bartlett 檢定 .................................................................. 71 七、因素分析.......................................................................................... 72 八、探索性因素分析.............................................................................. 73 九、驗證性因素分析.............................................................................. 75 十、驗證性因素分析檢測配適度指標.................................................. 78 十一、效度延展性分析.......................................................................... 86 十二、群組分析...................................................................................... 87

第伍章 結論與建議.................................................................................................. 109

第一節 結論.................................................................................................... 109 一、量表發展方面................................................................................ 109 二、問卷專家訪談與問卷調查方面.................................................... 109 三、前測問卷統計分析方面................................................................ 110 四、基本資料分析方面........................................................................ 110 五、探索性因素分析與驗證性因素分析方面.................................... 111 第二節 建議.................................................................................................... 112 一、擴充................................................................................................ 112 二、頁獻................................................................................................ 112 三、限制................................................................................................ 112

參考文獻.................................................................................................................... 113 一、中文文獻............................................................................................................ 113 二、英文文獻............................................................................................................ 114 附錄 ........................................................................................................................ 119

附錄一 105 學年度大學校院圖書資訊中心資料一覽表(105 年 10 月 15 日) ..... 119

附錄二 問卷專家訪談雛形...................................................................................... 126

附錄三 大學校院圖書資訊中心服務品質構面及量表之建構與驗證問卷 (前測)

........................................................................................................................ 132

附錄四 大學校院圖書資訊中心服務品質構面及量表之建構與驗證 問卷........ 138

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