Abstract
The study applies Parasuraman et al.’s (1988) SERVQUAL model to measure the quality of library services at An Giang University, with the target group being students from eight faculties: Economics and Business Administration; Education; Agriculture and Natural Resources; Law and Political Science; Tourism – Culture – Arts; Engineering – Technology – Environment; Information Technology; and Foreign Languages. The research model includes five factors that impact students’ satisfaction with library service quality: tangibles, reliability, responsiveness, assurance, and empathy. A survey was conducted with 292 students from all eight faculties, and the reliability of the measurement scale was tested using Cronbach’s Alpha, with all factors meeting the required standards. After performing exploratory factor analysis, the factors met the necessary criteria and were subjected to linear regression analysis. The regression results show that three factors affect student satisfaction with the library service quality: tangibles (0.613), assurance (0.487), and reliability (0.912). The research results provide a useful basis for the library management to propose practical solutions aimed at improving student satisfaction with library services in the future.
Keywords: satisfaction, service quality, student, library, An Giang University.
JEL classification: I20, I23.
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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373
