使用者經歷圖書館服務失誤後所致的批評與抱怨是改善讀者服務的直效處方，本文旨在探
索大學圖書館使用者對於抱怨的態度，透過對20所大學六百位同學的問卷調查，運用描述與推
論統計的分析與比較，探索學生使用者對圖書館服務感到不滿時傾向採取哪些行為，對於向圖
書館提出抱怨及圖書館處理他們的抱怨的過程與結果的態度為何，並比較未曾經歷服務失誤、
曾經歷服務失誤而不肯向圖書館提出抱怨以及曾經抱怨者的態度與後續行為差異，最後，剖析
與比較使用者對圖書館與一般商業機構處理抱怨的整體觀感的評價差異。

After experiencing library service failure, the user may directly or indirectly voice his/her complaint,
which is the best prescription to improve library public services. The paper explores the academic
librarians and users’ attitudes towards complaints. Through surveying six hundred students
from twenty universities and applying descriptive and inferential statistical techniques, the study
investigates student users’ complaint preference and behavior afterwards, and perception of complaint
handling and outcome. The study reports and compares their attitudes and perspectives towards library
complaints. It further examines the differences in attitudes and behavior intention among respondents
who had prior experience in filing complaints at libraries, did not complain, and had no prior experience
in service failure. An ultimate analysis was made to contrast the user’s perception towards complaint
handling of the library and of for-profit organization.