資訊服務競爭激烈且多元化，讀者對知識之取得已漸不仰賴圖書館途徑，而且網路資訊科技發達，對於提供知識服務的圖書館造成很大衝擊，如何以服務導向、以讀者需求為中心，加強對讀者的服務，成為圖書館館務運作追求的目標。由於圖書館所提供的產品除了有形的圖書及設備外，最主要的乃是無形的資訊、知識與服務，因此要評量圖書館服務品質，應將讀者的滿意度與整體感受列入評量。本研究藉由問卷的調查分析，了解圖書館服務的滿意度，分析圖書館整體服務品質，擬定提升服務的具體措施，研究結果可作為圖書館改善服務品質之參考依據。

This study aims to explore the service use patterns, user satisfaction and service quality in a university library. We use one university library as the case, which allows more attention to the detailed structure of the service system. This study analyzed the dimensions of user satisfaction for evaluating service quality, explored the differences among different groups of users, and provides suggestions for quality improvements. The findings of this study show that the attitude of the librarian, the capacity of the self-study seat, the open time as well as the novel of collection of books should to improve to increasing the overall satisfaction of the library. Results of this study provided a valuable reference for the present university library.