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Abstract

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.

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Article Details

Issue: Vol 13 No 1 (2010)
Page No.: 62-72
Published: Mar 30, 2010
Section: Economics, Law and Management - Research article
DOI: https://doi.org/10.32508/stdj.v13i1.2086

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Creative Commons License

Copyright: The Authors. This is an open access article distributed under the terms of the Creative Commons Attribution License CC-BY 4.0., which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

 How to Cite
Nguyen, T., & Tran, H. (2010). LIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL. Science and Technology Development Journal, 13(1), 62-72. https://doi.org/https://doi.org/10.32508/stdj.v13i1.2086


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