The Information System for Service Quality Assessment of Rajamangala University of Technology Phra Nakhon Library Services Using LibQUAL+TM

Abstract

The purposes of this research are 1) to desired level of services University of Technology Phra Nakhon Library Using LibQUAL+TM 2) to evaluate the quality of services University of Technology Phra Nakhon Library Using LibQUAL+TM 3) to investigate the respondent’s suggestions for improving the service quality of Rajamangala University of Technology Phra Nakhon Library. This research survey by questionnaire topics showed that minimum-acceptable service level, desire level of service, and Perceived level of service. Questionnaires were collected 390 users from 191 undergraduate students, 73 graduate students and 121 teachers in University of Technology Phra Nakhon. Then data were analyzed by SPSS for Windows for percentage, mean and standard deviation The results revealed as follows; 1. The opinion of user about the services of the library, it was found that the minimum acceptable level and the perceived level of services were at a moderate level while the desired level of services were at a high level. 2. On basic of the services quality, it was found that mean of the perceived services was in zone of tolerance. The adequacy gap was positive. It meant that the services quality was acceptable. However, that was not precisely the respondent’s expectation. The superiority gap was negative; it meant that quality of services did not equal the level of the respondent’s expectation. 3. Their suggestions were 1) Affect of service; including there were no enough library staff 2) Information control; including there were the books whose contents match the subjects offered is minimal not enough demand 3) Library as place; including there were restrictive library. Should provide enough space for the number of active users .