王怡璇劉宜臻柯皓仁Ken-Zen Chen , Hsiao-Feng Tsai2014-10-272014-10-272012-04-??http://rportal.lib.ntnu.edu.tw/handle/20.500.12235/15286為了在大學環境中肩負起支援教學、研究以及學習的重要角色，大學圖書館的營運必須追求卓越的服務品質。大學圖書館進行績效評估有助於了解其營運優劣，作為提升營運效能的重要依據。本研究旨在建構出一套適用於國內大學圖書館之績效評估指標，提供大學圖書館實施績效評估的參考。本研究首先針對國內外既有的大學圖書館績效評估相關國際標準與指標進行整理與歸納，研擬「大學圖書館績效評估指標」調查問卷，並採用德菲法實施三回合的問卷調查，藉以整合21 位圖書館領域專家小組成員的意見，在多次交流後取得共識，達成指標一致性的意見。最終採平衡計分卡模式，將大學圖書館績效評估指標歸納為「資源與基礎建設」、「使用」、「效率」與「潛力與發展」等四大構面，其中有27 項重點指標可視為進行大學圖書館績效評估時的參考指標。根據研究結論，本研究提出三項建議：落實大學圖書館績效評估之實施；彈性運用績效評估指標，視不同條件篩選或增列指標項目；遵循標準化的績效評估指標，建立長期及完整的績效評估資料。後續研究建議則針對研究對象、研究方法、與指標項目等三方面說明未來可行的研究方向。University libraries play an important role in universities not only in terms of information resources and services but facilitation and support on research. Therefore, the operational performance becomes an essential consideration in university libraries. However, lacking standardized and universal guidelines makethe practical implementation of performance evaluation hard to achieve. This study aims to analyze and develop a set of feasible and suitable performance indicators for university libraries in Taiwan. The study was comprised of two stages: the indicator construction stage included primary literature review based onthe existing library performance standard ISO 11620 and related research. The process of exploring the indicators of the performance measurement for university libraries was designed by Delphi method. The Delphi panel was composed of 21 professional library administers. The study was ended byall the participants reaching consensus and stability towards applicable performance indicators through three rounds of questionnaire survey. The research results are shown as follows. According to balance scorecard, the four referable dimensions of performance measurement for university libraries are“Resources & Infrastructure,” “Use,” “Efficiency,” and “Potentials & Development.” Ultimately,the study concludes 27 key performance indicators. Suggestions are provided for practical applications and future research. The study provides an applicable set of performance indicators, and it is expected to be a significantreference for university libraries.Schwab通識教育芝加哥大學Schwabgeneral educationUniversity of Chicago