EVALUATING STUDENTS’

SATISFACTION WITH
QUALITY LIBRARY SERVICES
AT NATIONAL ECONOMICS
UNIVERSITY
GROUP 1
01
INTRODUCTION
In order to know the student's satisfaction with the Library of National
Economics University, the study aims to determine the impact level of the
components that make up the quality of library services and propose solutions
to improve the quality of library services in the coming time.
=> The reason why the research team chose the topic: Evaluating students’
satisfaction with the library service quality of National Economics
University.
 02
LITERATURE REVIEW
 03
RESEARCH METHODS
 RESEARCH MODEL
Based on the study of Parasuraman et al.
(1985) on the factors affecting customer
satisfaction in public service delivery, this
study used a quantitative research method
through linear regression model.
SAT= α + β1*REL+ β2*RES+ β3*ASS+ β4*EMP+
β5*TAN+µ
In there:
α, β1, β2, β3, β4, β5: coefficients
µ: standard error
SAT: Satisfaction
REL: Reliability
RES: Responsiveness
ASS: Assurance
EMP: Empathy
TAN: Tangibles
RESEARCH HYPOTHESIS

Reliability

Responsiveness

Assurance Satisfaction

Empathy

Tangibles
 COLLECT DATA

I II III
General introduction Personal information Assessment
Introduce the research topic and Personal information People's assessment of
commitment to information includes gender, college experiencing library services
confidentiality for survey year, frequency of library at National Economics
participants. used University
 DATA ANALYSIS AND PROCESSING

We analyzed and processed the data using Excel 2016, and SPSS 20 software. After
exporting data from Google Form to Excel software, we have encrypted the data and
translated it into English so that it can be included in SPSS software for data analysis. In
the next step, Excel was used to filter and remove invalid questionnaires, including those
filled with only one answer for different questions.

=> 45 invalid samples were removed and 151 valid samples remained from the data
 04
RESEARCH RESULT
 Descriptive statistics

Table 1: Descriptive statistics on demographic characteristics

Evaluation of the scale by Cronbach's Alpha reliability coefficient

Evaluate the reliability of the factors

Evaluation of the scale by Cronbach's Alpha reliability coefficient

Summary of the results of testing the reliability of the scale

  Analyze explanatory factors (EFA)

Conditions for factor analysis to discover EFA need to perform the following 3 tests:
- KMO coefficient (Kaiser- Meyer- Olkin) must reach a value of 0.5 or more (0.5 KMO 1),
showing that exploratory factor analysis is appropriate for actual data.
- Bartlett's test has statistical significance (Sig value < 0.05), which means that the
observed variables are linearly correlated with the representative factor.
- Test the explanatory level of the observed variables for the factor. The results of factor
analysis are accepted when the total variance extracted is > 50% (Gerbing & Anderson,
1998).
Exploratory factor analysis EFA of independent variables
 Cronbach's alpha and exploratory factor analysis EFA
Table 6: Rotated Component
Matrixa Component
1 2 3 4 5
EMP2 .895
- The first factor: includes observed variables EMP1 .864
(REL1, REL2, REL3, REL4, REL5), representing the EMP5 .810
Reliability. EMP4 .769
- The second factor: includes observed variables EMP3 .746
(RES1, RES2, RES4), representing the ASS4 .885
Responsibility. RES3 .855
ASS1 .789
- The third factor: includes observed variables ASS3 .771
(ASS1, ASS2, ASS3, ASS4, RES3), representing the ASS2 .727
Assurance. REL1 .801
- The fourth factor: includes observed variables REL2 .709
(EMP2, EMP3, EMP4, EMP5), representing the REL3 .684
Empathy. REL4 .626
REL5 .564
- The fifth factor: includes observed variables RES4 .838
(TAN1, TAN2, TAN3, TAN4), representing the RES1 .716
Tangibility. RES2 .659
TAN1 .835
TAN2 .805
TAN3 .673
TAN4 .672
Correlation analysis
Table 7: Correlation coefficients between groups of factors
Regression analysis
 05
CONCLUSION,
LIMITATIONS AND
SUGGESTIONS
CONCLUSION

Five groups of strong factors to student

satisfaction with service quality at the library of
National Economics University are: Reliability,
Responsiveness, Assurance, Empathy, Tangibles

These five factors explain 63% variation of

satisfaction. The factor that has the most
influence on student satisfaction is
Empathy.

The overall satisfaction of students with the

service quality at the library is satisfactory.
 LIMITATIONS

1. Firstly
The subject of the study is NEU students,
so there is no coverage of the quality of
mail services throughout the city in
particular and the country in general.
2. Secondly
This is a quantitative study, there are
limitations in understanding why there are
differences in the degree of impact of
independent variables on dependent
variables.
 SUGGESTIONS
EMPATHY
- The library can organize information
search activities at the request of
students or students can register in
classes or groups to participate in
information skills classes
- Established a Readers' Club
- Give marketing messages to
students
RELIABILITY
- Build more discussion rooms
equipped with projector systems so
that students need to study in groups
or present learning content.
- Equip printers and photocopiers to
meet the needs of students.
 SUGGESTIONS

Pay attention to the development of

electronic and multimedia materials.

Have staff specialized in information

RESPONSIVE technology and system administration,

responsible for programming and
NESS
developing programs and databases, as well
as designing and organizing archives, backup
data, and providing electronic data
information.
 SUGGESTIONS
ASSURAN
CE
Library staffs need to equip themselves with the necessary
knowledge and skills to better serve the needs of students:

- Participating in professional training courses and learning

exchanges with advanced and modern university libraries across the
country to receive regular training and retraining, enabling them to
be able to update their knowledge.

- Librarian leaders must also send staff to high-performing libraries

to learn from experience and offer comprehensive library
construction options.

- Library staff must also improve their communication skills, being

dedicated, ready to help students, polite and thoughtful.
 TANGIBLES
Recently, the National Economics University has upgraded the
facilities and added more reading space for students at the library.
This should be promoted to increase student satisfaction with
library services
THANK YOU
FOR YOUR
ATTENTION
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