Open AccessLIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL
Author(s) -
Trang Thi Mai Nguyen,
Huong Xuan Thu Tran
Publication year - 2010
Publication title -
khoa học công nghệ
Language(s) - English
Resource type - Journals
ISSN - 1859-0128
DOI - 10.32508/stdj.v13i1.2086
Subject(s) - servqual , service quality , quality (philosophy) , service (business) , marketing , business , psychology , computer science , medical education , medicine , philosophy , epistemology
The aim of this study is to compare two models of service quality, technical/functional quality and SERVQUAL in university library services to find out the best library service model which pleases students most. Two proposed models were tested with 347 students at the Faculty of Economics, University of Technology, and University of Natural Sciences, Vietnam National University – Ho Chi Minh City. The results show that SERVQUAL is better than the technical/functional quality model. Therefore, SERVQUAL is chosen to evaluate the quality of library services. The results also show that SERVQUAL consists of only two components: caring service and tangibles, in which caring service has a stronger effect on students’ satisfaction.