Service Quality Assessment at the Learning Resourse Center in Can Tho University, Vietnam

Abstract

This paper reports the findings of assessing the quality of services offered at an academic library in the Mekong Delta, Vietnam. Using the quantitative approach, 31 criteria of updated LibQual model were considered in this research. Data collected in this study include online survey of 386 students from different courses and majors in the university. Research findings indicate that students were satisfied with all library services at a high level. The findings also reveal that there were 4 groups of factors influencing students’ satisfaction. They were Service Affect, Information Control, Library as a Place and Copyright. Of the four influential factors, Service Affect was identified as the strong factor while Information Controll was found to be the minor. Some implications for administrators and librarians are also provided with particular regard to the assessment of the quality of library services.