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VNUHCM Journal of

Science and Technology Development

An official journal of Viet Nam National University Ho Chi Minh City, Viet Nam since 1997

ISSN: 1859-0128
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Economics, Law and Management - Research article Open Access Logo

LIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL

Trang Thi Mai Nguyen 1, *
Huong Xuan Thu Tran 2

  1. University of Economics and Law, VNU-HCM
  2. University of Technology, VNU-HCM
Correspondence to: Trang Thi Mai Nguyen, University of Economics and Law, VNU-HCM. Email: pvphuc@hcmuns.edu.vn.
Volume & Issue: Vol. 13 No. 1 (2010) | Page No.: 62-72 | DOI: 10.32508/stdj.v13i1.2086
Published: 2010-03-30

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Copyright © 2010 by the author(s).

Copyright The Author(s) 2023. This article is published with open access by Vietnam National University, Ho Chi Minh city, Vietnam. This article is distributed under the terms of the Creative Commons Attribution License (CC-BY 4.0) which permits any use, distribution, and reproduction in any medium, provided the original author(s) and the source are credited. 

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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