FACTORS AFFECTING LIBRARY SERVICE QUALITY OF HO CHI MINH CITY UNIVERSITY OF FOOD INDUSTRY

Abstract

The purpose of this study is to identify and evaluate the factors influencing library service quality of Ho Chi Minh City University of Food Industry. Based on the SERVQUAL model, the research proposed 5 factors affecting user satisfaction: Reliability, Responsiveness, Assurance, Empathy and Tangibles. Using Exploratory Factor Analysis and Multivariate Regression methods on the survey of 2830 student samples, this study showed that the most affecting factors were Tangibles and Empathy. According to the result, some suggestions are made to improve the library service quality of Ho Chi Minh City University of Food Industry. 

Keywords: Library service quality, satisfaction, factor, university.