Evaluating the quality of library service in Dong Thap university

 TẠP CHÍ KHOA HỌC 
TRƯỜNG ĐẠI HỌC SƯ PHẠM TP HỒ CHÍ MINH 
Tập 17, Số 5 (2020): 900-912 
HO CHI MINH CITY UNIVERSITY OF EDUCATION 
JOURNAL OF SCIENCE 
Vol. 17, No. 5 (2020): 900-912 
ISSN: 
1859-3100 Website:  
900 
Research Article* 
EVALUATING THE QUALITY OF LIBRARY SERVICE 
IN DONG THAP UNIVERSITY 
Nguyen Van Canh 
Dong Thap University, Vietnam 
Corresponding author: Nguyen Van Canh – Email: nvcanh@dthu.edu.vn 
Received: April 02, 2020; Revised: April 20, 2020; Accepted: May 28, 2020 
ABSTRACT 
This article presents the results of evaluating the service quality of library in Dong Thap 
University, which are based on the feedback of 232 students who are studying at the university and 
are directly using the library services. By using the Exploratory Factor Analysis method (EFA) and 
linear regression analysis methods, the study identifies four factors that affect the quality of library 
service and their impact level, including (1) Facilities of library, (2) Capacity of librarian, (3) 
Response of library, and (4) Reliability of library. In particular, the two factors that have a strong 
influence on the quality of library services are the library facilities and the library’s responsibility. 
In addition, the study also points out two observed variables corresponding to two contents of 
service quality which are meant to explain well to each factor. These are the major factors that 
greatly affect the quality of library services in Dong Thap University. 
Keywords: Dong Thap University; library; quality; service 
1. Introduction 
At universities, libraries always play a very important role and are considered 
positive support places for teaching, learning and research activities of lecturers and 
students. Therefore, improving the service quality of library is one of the important tasks, 
contributing to enhancing the quality of training. A number of studies have shown a 
correlation between the quality of library service and students’ learning. Specifically, the 
higher the quality of the university's library service is, the higher the students’ learning 
results are (Alharbi & Middleton, 2012; Onuoha et al., 2013). In the current period, library 
in universities is not only merely to store books and reference materials but it also needs to 
provide the best services to students. To fulfill the library’s functions, the library needs to 
be equipped with modern facilities and has qualified staff to serve the users. In addition, 
Cite this article as: Nguyen Van Canh (2020). Evaluating the quality of library service in Dong Thap 
University. Ho Chi Minh City University of Education Journal of Science, 17(5), 900-912. 
HCMUE Journal of Science Nguyen Van Canh 
901 
the services of university libraries need to be evaluated by the users (Pedramnia et al., 
2012). Along with other universities, Dong Thap University always considers to invest in 
library as one of the most important tasks and has made significant investments in the 
library of the university. In order to have data for timely adjustment and improvement, the 
evaluation of the service quality of library in Dong Thap University through student's 
feedback is necessary and has an important meaning to contribute for improving the 
training quality of the university. 
2. Literature review 
2.1. Service quality and customer satisfaction 
2.1.1. Service quality 
Service quality is the level of difference between users’ expectations and their 
perception about the outcome of service (Parasuraman et al., 1988). According to this 
understanding, service quality is customer satisfaction measured by the difference between 
the expected quality and the achieved quality, that is, if the achieved quality is equal or 
higher than the expected quality then the service quality will be guaranteed. Therefore, the 
measurement of service quality is usually based on the relationship between customers’ 
expectations and their actual perception about the service (Nguyen, 2005). In universities, 
the library is considered a source of great knowledge for teachers and students. 
Traditionally, the library quality is measured by the collection of books and newspapers, 
the size or capacity of a library, and the statistics about the number of library users (Sahu, 
2007). This view ignores the needs of information that library users usually desire. With 
the trend of library modernization, the library quality is also reflected in the number of 
digitized electronic documents that help free up storage space and close the geographical 
distance between libraries and users. A research by Thomson et al. (2002) shows that the 
service quality of library includes four factors: service capacity, library space, information 
resources, and access to information. Thus, the quality of library service is to meet the 
expectations of lecturers and students in the use of library services. 
2.1.2. Customer satisfaction 
S ... 0.000 0.000 
N 232 232 232 232 232 
X2 
Pearson Correlation 0.773
**
 0.435
**
 1 0.737
**
 0.435
**
Sig. (2-tailed) 0.000 0.000 0.000 0.000 
N 232 232 232 232 232 
X3 
Pearson Correlation 0.833
**
 0.590
**
 0.737
**
 1 0.604
**
Sig. (2-tailed) 0.000 0.000 0.000 0.000 
N 232 232 232 232 232 
X4 
Pearson Correlation 0.752
**
 0.845
**
 0.435
**
 0.604
**
 1 
Sig. (2-tailed) 0.000 0.000 0.000 0.000 
N 232 232 232 232 232 
**. Correlation is significant at the 0.01 level (2-tailed). 
The results of correlation analysis (at the first row in Table 5) show the Sig. values 
are all equal to 0.000, less than 0.01. This means that the dependent variable Y and the 
independent variables X1, X2, X3, and X4 are all statistically significant correlated with 
99% confidence. Thus, the condition for conducting linear regression analysis was met. 
Concordance of data to the regression model is shown through ANOVA variance analysis 
results in Table 6. 
The service quality of 
library in Dong Thap 
University 
Facilities of 
Library 
Capacity of 
Librarians 
The response 
of Library 
The Reliability 
of Library 
HCMUE Journal of Science Nguyen Van Canh 
907 
Table 6. ANOVA
a
Model Sum of Squares df Mean Square F Sig. 
1 
Regression 47.892 4 11.973 353.525 0.000
b
Residual 7.688 227 0.034 
Total 55.579 231 
a. Dependent Variable: Y 
b. Predictors: (Constant), X4, X2, X3, X1 
Statistical results in Table 6 has Sig. = 0.000 less than 0.05 shows that the linear 
regression model fits the data. 
The explanation level of independent variables on the dependent variable is shown in 
Table 7. 
Table 7. Model Summary
b
Model R R Square Adjusted R Square Std. Error of the Estimate 
1 0.928
a
 0.862 0.859 0.18403 
a. Predictors: (Constant), X4, X2, X3, X1 
b. Dependent Variable: Y 
The statistical results in Table 7 show that value of Adjusted R Square equal to 
0.859. This means that 85.9% of the variation in Y- dependent variable is explained by 
independent variables X1, X2, X3, and X4. 
The result of regression coefficient test is shown in Table 8. 
Table 8. Coefficients
a
Model 
1 
(Constant) X1 X2 X3 X4 
Unstandardized 
Coefficients 
B 0.027 0.169 0.329 0.302 0.190 
Std. Error 0.083 0.037 0.034 0.041 0.039 
Standardized 
Coefficients 
Beta 0.215 0.353 0.305 0.232 
t 0.328 4.578 9.662 7.344 4.859 
Sig. 0.743 0.000 0.000 0.000 0.000 
Collinearity 
Statistics 
Tolerance 0.275 0.457 0.352 0.268 
VIF 3.634 2.189 2.839 3.732 
a. Dependent Variable: Y 
The statistical results in Table 8 shows that independent variables X1, X2, X3, and 
X4 are all significantly correlated with the dependent variable Y with 99% of confidence 
because the Sig. values are all equal to 0.000 less than 0.01. 
In addition, the VIF value of the independent variables are all less than 10, indicating 
no multicollinearity phenomenon between independent variables. The linear regression 
model is established as follows: 
HCMUE Journal of Science Vol. 17, No. 5 (2020): 900-912 
908 
The regression model shows that independent variables X1, X2, X3, and X4 are all 
positively correlated with dependent variable because B values in the regression coefficient 
test are positive. That is, if the student's satisfaction with each representative factor 
increases, the student's satisfaction with the service quality of the library will also increase 
and vice versa. In addition, the value of B in the test result also indicates the degree of 
influence of each independent variable on the dependent variable. Specifically, B value of 
the variable X1 (Capacity of Librarians) is 0.169 which means that when the student's 
satisfaction with Librarians' capacity increases to 1%, student's satisfaction with the 
library's service quality increase to 0.169%. Similarly, the variable X2 (Facilities of 
Library) with B value is 0.332; X3 variable (Response of Library) with B value is 0.302; 
X4 variable (Reliability of Library) with value B is 0.190. Thus, it can be seen that among 
the four independent variables, two variables X2 (Facilities of Library) and X3 (The 
Response of Library) have influence on the dependent variable stronger than the two 
variables X1 (Capacity of Librarian) and variable X4 (The Reliability of Library). This 
means that the library's service quality is greatly influenced by the library facilities and the 
library's response to the needs of students. 
To consider the influence of each observed variable in each factor, a stepwise 
regression analysis for each factor was conducted (Table 9). 
Table 9. Regression model for Capacity of Librarian factor 
Model R R Square Adjusted R Square Std. Error of the Estimate 
1 0.917
a
 0.841 0.840 0.25060 
2 0.965
b
 0.932 0.931 0.16434 
3 0.983
c
 0.967 0.966 0.11535 
4 0.990
d
 0.980 0.980 0.08905 
5 0.996
e
 0.992 0.992 0.05769 
6 1.000
f
 1.000 1.000 0.00000 
a. Predictors: (Constant), V12 
b. Predictors: (Constant), V12, V14 
c. Predictors: (Constant), V12, V14, V11 
d. Predictors: (Constant), V12, V14, V11, V10 
e. Predictors: (Constant), V12, V14, V11, V10, V15 
f. Predictors: (Constant), V12, V14, V11, V10, V15, V13 
g. Dependent Variable: X1 
1 2 3 4
0,27 0,169 0, 329 0, 302 0,190Y X X X X 
HCMUE Journal of Science Nguyen Van Canh 
909 
In the regression models of the Librarian's capacity factor, two regression models 
that have a good explanation for the representative factor are Model 1 which includes 
V12 variable, explaining 84% of the representative factors (Adjusted R Square is 0.840) 
and Model 2 which consists of two variables V12 and V14, explaining 93.1% of the 
representative factors (Adjusted R Square is 0.931). The other variables of this factor all 
contribute to the representative factor, but the contribution level is lower than the two 
variables mentioned. 
The result of stepwise regression analysis for Facilities of Library factor is shown in 
Table 10. 
Table 10. Regression model for Facilities of Library factor 
Model R R Square Adjusted R Square Std. Error of the Estimate 
1 0.836
a
 0.699 0.697 0.28950 
2 0.926
b
 0.857 0.856 0.19953 
3 0.975
c
 0.952 0.951 0.11655 
4 1.000
d
 1.000 1.000 0.00000 
a. Predictors: (Constant), V1 
b. Predictors: (Constant), V1, V5 
c. Predictors: (Constant), V1, V5, V3 
d. Predictors: (Constant), V1, V5, V3, V2 
e. Dependent Variable: X2 
In the regression models of the Facilities of Library factor, two regression models 
that have a good explanation for the representative factor are Model 1 which includes V1 
variable, explaining 69.7% of the representative factors (Adjusted R Square is 0.697) and 
Model 2 which consists of two variables V1 and V5, explaining 85.6% of the 
representative factors (Adjusted R Square is 0.856). The other variables of this factor all 
contribute to the representative factor, but the contribution level is lower than the two 
variables mentioned. 
The Result of stepwise regression analysis for Response of Library factor is shown in 
Table 11. 
HCMUE Journal of Science Vol. 17, No. 5 (2020): 900-912 
910 
Table 11. Regression model for Response of Library factor 
Model R R Square Adjusted R Square Std. Error of the Estimate 
1 0.813
a
 0.660 0.659 0.29010 
2 0.901
b
 0.812 0.810 0.21652 
3 0.951
c
 0.904 0.903 0.15484 
4 0.983
d
 0.967 0.966 0.09099 
5 1.000
e
 1.000 1.000 0.00000 
a. Predictors: (Constant), V7 
b. Predictors: (Constant), V7, V9 
c. Predictors: (Constant), V7, V9, V4 
d. Predictors: (Constant), V7, V9, V4, V8 
e. Predictors: (Constant), V7, V9, V4, V8, V6 
f. Dependent Variable: X3 
In the regression models of Library's Response factor, two regression models that 
have a good explanation for the representative factor are Model 1 which includes V7 
variable explain 69.7% of the representative factors (Adjusted R Square is 0.697) and 
Model 2 which consists of two variables V1 and C5, explaining 85.6% of the 
representative factors (Adjusted R Square is 0.856). The other variables of this factor all 
contribute to the representative factor, but the contribution level is lower than the two 
variables mentioned. 
The result of stepwise regression analysis for Reliability of Library factor is shown in 
Table 12. 
Table 12. Regression model for The Reliability of Library 
Model R R Square Adjusted R Square Std. Error of the Estimate 
1 0.920
a
 0.847 0.846 0.23444 
2 0.971
b
 0.942 0.942 0.14414 
3 0.989
c
 0.977 0.977 0.09088 
4 1.000
d
 1.000 1.000 0.00000 
a. Predictors: (Constant), V18 
b. Predictors: (Constant), V18, V17 
c. Predictors: (Constant), V18, V17, V16 
d. Predictors: (Constant), V18, V17, V16, V19 
e. Dependent Variable: X4 
In the regression models of Library's Reliability factor, two regression models that 
have a good explanation for the representative factor are Model 1 which includes V18 
variable, explaining 84.6% of the representative factors (Adjusted R Square is 0.846) and 
Model 2 which consists of two variables V18 and V17, explaining 94.2% of the 
representative factors (Adjusted R Square is 0.942). The other variables of this factor all 
HCMUE Journal of Science Nguyen Van Canh 
911 
contribute to the representative factor, but the contribution level is lower than the two 
variables mentioned. 
4. Conclusion 
Using the Exploratory Factor Analysis method, the study has identified four factors 
that affect the service quality of the library in Dong Thap University, including (1) 
Facilities of Library, (2) Capacity of Librarians, (3) Response of Library, and (4) 
Reliability of Library. In addition, by linear regression analysis method, the research shows 
the influence of each factor on the quality of library service. In particular, two factors that 
have a strong influence on the quality of the library services are the Library facilities and 
the Library Responsibility. In addition, in each factor, the study also points out the two 
observed variables that are meant to explain well to the representative factor. Those are the 
variables V12 - Librarians always support students with dedication and enthusiasm and 
V14 - Librarians care about students' benefits for Capacity of the librarians; variables V1 - 
The number of books and reference materials in the borrowing room is sufficient, V5 - 
Tables and chairs for readers at the library are modern, and arranged scientifically for 
Facilities of Library factor; variables V7 - Books and reference materials are arranged 
systematically, V9 - The number of books allows to be borrowed each time meets the 
student's needs for Response of Library factor; variable V18 - Librarians always follow 
what they promised, V17 - Librarians do not make any error during serving students for 
Reliability of Library factor. These are the major factors that greatly affect the service 
quality of the library. Therefore, in order to improve the quality of services, the library of 
Dong Thap University needs to pay attention to these factors to bring the best quality of 
service. 
 Conflict of Interest: Author have no conflict of interest to declare. 
REFERENCES 
Alharbi, A., & Middleton, M. (2012). The relationship between academic library usage and 
educational performance in Kuwait. Library Management. 
Brady, M. K., Cronin Jr, J. J., & Brand, R. R. (2002). Performance-only measurement of service 
quality: a replication and extension. Journal of business research, 55(1), 17-31. 
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and 
extension. Journal of marketing, 56(3), 55-68. 
Hoang, T., & Chu, N. M. N. (2008). Phan tich du lieu nghien cuu voi SPSS [Analyze research data 
with SPSS]. Hanoi: Hong Duc Publishing House. 
Isleem, M. I. (2003). Relationships of selected factors and the level of computer use for 
instructional purposes by technology education teachers in Ohio public schools: a statewide 
survey (Doctoral dissertation, The Ohio State University). 
Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson education. 
HCMUE Journal of Science Vol. 17, No. 5 (2020): 900-912 
912 
Lee, J. & Feick, L. (2001). The Impact of Switching Cost on the Customer Satisfaction Loyalty 
Link: Mobile phone Service in France. Journal of Service Marketing, 15(1), 35-48. 
Nguyen, D. P. (2005). Quan li chat luong trong cac to chuc [Quality management in 
organizations]. Hanoi: Labour and Social Publishing House. 
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the 
telecommunication industry: Evidence from Nigeria. BRAND. Broad Research in 
Accounting, Negotiation, and Distribution, 1(1), 88-100. 
Onuoha, U. D., Ikonne, C. N., & Madukoma, E. (2013). Perceived impact of library use on the 
research productivity of postgraduate students at Babcock University, Nigeria. Journal of 
Research and Method in Education, 1(1), 11-16. 
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for 
measuring consumer perc. Journal of retailing, 64(1), 12-40. 
Pedramnia, S., Modiramani, P., & Ghanbarabadi, V. G. (2012). An analysis of service quality in 
academic libraries using LibQUAL scale. Library Management. 
Sahu, A. K. (2007). Measuring service quality in an academic library: An Indian case study. 
Library review. 
Thompson, B., Cook, C., & Thompson, R. L. (2002). Reliability and structure of LibQUAL+ 
scores: Measuring perceived library service quality. portal: Libraries and the Academy, 2(1), 
3-12. 
ĐÁNH GIÁ CHẤT LƯỢNG DỊCH VỤ 
CỦA THƯ VIỆN TRƯỜNG ĐẠI HỌC ĐỒNG THÁP 
Nguyễn Văn Cảnh 
Trường Đại học Đồng Tháp, Việt Nam 
Tác giả liên hệ: Nguyễn Văn Cảnh – Email: nvcanh@dthu.edu.vn 
Ngày nhận bài: 02-4-2020; ngày nhận bài sửa: 20-4-2020, ngày chấp nhận đăng: 28-5-2020 
TÓM TẮT 
Bài viết trình bày kết quả đánh giá chất lượng dịch vụ của thư viện Trường Đại học Đồng 
Tháp dựa trên phản hồi của 232 sinh viên đang học tập tại trường và trực tiếp sử dụng dịch vụ của 
thư viện. Bằng phương pháp phân tích nhân tố khám phá EFA và các phương pháp phân tích hồi 
quy tuyến tính, nghiên cứu đã chỉ ra bốn nhân tố có ảnh hưởng đến chất lượng dịch vụ của thư viện 
và mức độ ảnh hưởng của các nhân tố đó, bao gồm: (1) Cơ sở vật chất, (2) Năng lực của đội ngũ 
nhân viên, (3) Sự đáp ứng của thư viện và (4) Sự tin cậy của thư viện. Trong đó, hai nhân tố có ảnh 
hưởng mạnh đến chất lượng dịch vụ của thư viện là cơ sở vật chất và sự đáp ứng của thư viện. Bên 
cạnh đó, nghiên cứu cũng đã chỉ ra hai biến quan sát tương ứng với hai nội dung về chất lượng 
dịch vụ có ý nghĩa giải thích tốt cho mỗi nhân tố. Đây là những yếu tố quan trọng, có ảnh hưởng 
lớn đến chất lượng dịch vụ của thư viện Trường Đại học Đồng Tháp. 
Từ khóa: Đại học Đồng Tháp; thư viện; chất lượng; dịch vụ