DUY TAN UNIVERSITY



GROUP’S PROJECT: Research satisfaction of student

about the library services at Duy Tân university.

LECTURER: TRINH LE TAN

SUBJECT: MARKETING RESEARCH
CLASS: PSU-MKT 403 SEIS

Members’ Names:
Trần Thị Mỹ Hạnh: 2220613444 17,84%
Đặng Ngọc Kiều Duyên: 2220313924 16,83%
Dương Thị Hồng Trang: 2120219073 16,83%
Nguyễn Huỳnh Phương Thảo: 2120219746 12,5%
Trần Hoàng Huy: 2121213395 11%
Ngô Trần Khánh Hòa:2120219447 15,5%
Ngô Diên Đăng Minh: 9,5%

1
 TABLE OF CONTENTS
INTRODUCTION
Chapter I: Introduction
1.1 Statement of the problem

1.2 Specifying research objective

1.3 Research question

1.4 Research scope and object

Chapter II: Literature Review

2.1 General theory

2.2 Previous research

Chapter III: Research method

3.1 Data collection

3.2 Sample selection

3.3 Designing Questionnaire

3.4 Coding data

Chapter IV: Result

4.1 Analyzing and interpreting data (depend on each research title)

Chapter V: Summary and Finding

5.1 Summary

5.2 Finding

Appendices

List of table

Reference

2
 INTRODUCTION
In the system of education of Vietnam, the task of reforming higher education
move from youth training form prepared to this form of training credits with the
motto of "learner-centered".For that reason, student have to active in studying
and seeking document to improve the knowlegde, to adapt with all the situation
in the labor market and the life after graduates.University teaches the studier
how to develop the active, the creative. So, how can we promote?

 Students have to study and effort so hard, depth research knowledge

lectures from teachers.
 So, library is the destination of the students have a positive learning
attitude, students can have cultivate knowledge.
 The library plays an important role in the cause of education reform by
library long been considered a place to accumulate and provide huge
amount of knowledge in service learning, teaching, research. The library
is an integral part in providing information, enabling learners to develop
comprehensively.
 In addition to the additional sources of information from scientific papers,
thematic reports. Document capital to diverse categories of documents
outside of books, newspapers and magazines, to collect sufficient
material to ensure consistent, satisfying user requirements of students and
faculty. These studies are known to be perceived by the students on the
quality of the library, discover the limited existence of libraries with the
aim to contribute to improve the quality of library. Library really is where
the best research study of students and lecturers. So, stems from the
problems on the team we decided to choose the subject 'Research
satisfaction level of students for library Duy Tan University in Da Nang
".

Chapter I: Introduction
1.1 Statement of the problem:

The main purpose of this study is to find out the factors affecting student
satisfaction for the Dtu library. The study also analyzes the theories related to
the level of satisfaction and the methods commonly used. Knowing this
approach will allow organizations to make decisions about the types of methods
in order to increase satisfaction efficiently.

3
1.2 Specifying research objective

the following objectives need to be achieved:

System the theoretical basis of work performance

· Identify the factors that influence the level of satisfaction with regard to the
library · Determine the formula of measurement to the satisfaction

Reviews of the level of satisfaction.

Confirm the demographic factor.

The solution to improving student satisfaction

1.3 Research question:

The research of the subject (object), the factors of research: the influence of
student satisfaction on the maintenance of the library. In particularly, the library
staff attitude, learning space at the library, open and close of library, the
diversity and richness of the materials of the industry, the recognition in the
research model.

Object of study: Student at University DTU research at the time (late 2017
early 2019)

1.4 Research scope and object:

Time range:

Research data: secondary data in 7 years

Implementation period: within 1 month from.

The scope of space: at DTU

The range of research content: the factors affecting student satisfaction for the
DTU library.

Chapter II: Literature Review

This chapter systematize the research theories. Including the concept of
library staffs working performance, research models, theories that related to the

4
level of student satisfaction with Duy Tan library, introduces the proposed
research model and research hypotheses.
Specific details are as follows:

2.1 General theory:

2.1.1: What is the library:
According to the traditional sense, a library is a collection of books,
newspapers and magazines. It may refer to people private collections, but it
usually refers to large collections of books and magazines preserved by the city
or academy or for their contributions. These collections are often used by
people who do not want (or can not) buy many books for themselves. However,
because paper is no longer the only means of preserving information, many
libraries also collect and provide maps, designs or other works of art, microfilm,
vi. microfiche, cassette, CD, LP, video tape, and DVD, and they let others
access CD-ROM and Internet databases.

The latest definition from UNESCO: Library, regardless of its name, is any
organized collection of books, newspapers, periodicals, periodicals, etc.
Librarians have responsible to organizes for readers how to use materials to
study purpose, education & entertainment.

2.1.2. Customer satisfaction conception:

According to Hansemark and Albinsson (2004), "Customer satisfaction is a
customer's overall attitude towards a service provider, or emotional response to
the difference between what the customer expects. before and what they receive,
for the fulfillment of certain needs, goals or desires. "

Satisfaction can be derived from the psychological or emotional aspects of

the object. Satisfaction can also arise from the cognitive as well as rational

5
understanding of the subject. In short, satisfaction is the emotional feeling from
individuals prejudice for a problem.

2.1.3: Duy Tan students Satisfaction:

A common theory to consider customer satisfaction is the "Expectancy -

Confidence" theory. The theory developed by Oliver (1980) is used to study
customer satisfaction with the quality of an organization's service or product.
Particularly here is the satisfaction of students to the library of Duy Tan
University.
The theory consists of two small processes that have an independent impact
on students' satisfaction with the Duy Tan University library:
 Expectations of service before use :
First of all, students formulate their thoughts on the components that
make up the quality of service that Duy Tan library can bring to them
before using the service. Then, using the service has contributed to the
students' belief in the true performance of the service they are using.
 Perception of service after use.
Student satisfaction is the result of the effective comparison that this
service brings between what they expect before they use the service and
what they receive after using the service.

2.1.4. The meaning of readers satisfaction with the school library :

This is one of the important things to do. Once there are things like revenue,
web analytics, and a variety of KPIs that indicate the school's situation. But by
giving students a voice, librarians learn how to do their job better. And it will
explain the understanding why they need to improve student needs for the
library.

2.1.5. How Duy Tan library works :

6
 Duy Tan University Library was established in 1995 under the Decision No.
50 / QĐ-ĐHDT of the Chairman of the Board of Directors and Board of
Management on September 16, 1995.

Duy Tan University Library operates in accordance with the Organization

and Operation of the University Library Regulations Model (issued in
conjunction with Decision No. 13/2008 / QD-BVHTTDL dated 10 March 2008
of the Minister Ministry of Culture, Sports and Tourism). The University
Library is under the direct management of the School Board. The total number
of staff consists of 16 personnel, divided into 3 divisions: Serving readers,
Professional Practice and Electronic Learning. The unit has built a team of
librarians with professional skills, computer skills, foreign languages, dynamic,
united, responsible, enthusiastic in the work.

The library has a rich and varied source of information, with nearly 55,000
printed copies, more than 100,000 electronic records, theses, graduation theses,
CDs, journals and magazines. The library materials are updated and
supplemented regularly to ensure that they are appropriate for the curriculum. In
addition, the Library has invested funds to buy access to local and international
databases: the Vietnam Database of Scientific and Technological Documents
(STD); ProQuest Central Database; Springer Link Database; IEEE database.

Reader's Attend: In the past few years, the number of readers coming to use
the library has increased steadily. The opening hours continue raises, the
improvement of the loan form, the training of student library skills, the
marketing work is implemented in a variety of forms to attract readers, always
create favorable conditions for readers to enjoy the quality services of the unit.
In order to meet the needs of the readers, the School Library annually conducts
surveys of needs and readers' opinions as a basis for orienting their activities.

Some Achievements of Duy Tan University Library:

7
1. Certificate of Merit of the People's Committee of Da Nang City for the
excellent completion of tasks in the school year (Decision No. 8287 / QD-
UBND dated November 2, 2009).
2. Certificate of Merit of the Vietnam Education Trade Union for excellent
achievements in trade union activities in the school year 2009-2010.
Certificate of Merit from the Ministry of Culture, Sports and Tourism for
outstanding achievements in university library activities for the period 2011-
2015 (Decision No. 4140 / QD-BVHTTDL).

2.2 Previous research:

1) Student Satisfaction Survey on Quality of Library Services at the Post and
Telecommunication Institute.

H1: The level of service supply and the needs of students.

H2: Ability to meet satisfaction.

H3: The enthusiasm of the library staff

H4: School’s concern to Students.

H5: Materiality (The hypothesis of differences in student quality assessment and

demographic and individual student characteristics satisfaction: Faculty, School
year, Academics, Gender).

H6: Differences in quality assessment by school year.

H7: Level of satisfaction by sex.

These quality components are the result of factors that influence employee
satisfaction with the library.

8
2) Quote: Nguyễn Thanh Tòng, 2016. Assessment of library services quality at
Bac Lieu University. Scientific Magazine of Can Tho University. 44d: 86-93.

Through the study of the quality of library services provided by students at the
University, among the factors that make up the quality of service, the impact of
the Service, Physical, and Message factors Number of influences on the quality
of library services at Bac Lieu University. This explains in addition to good
facilities, there is a strong impact of science and technology into the study and
research activities of students. It is this strong impact that makes the learning
and attitudes of students change. Consequently, students must be more
technologically-inclined to be able to grasp well and gain quicker access to
knowledge.

In addition, the library serves as a bridge for students to access good sources of
knowledge, librarians must constantly improve their skills, professional style,
caring, dedicated, responsive. most needs of the learner. Thus, the role of the
new library is really good, not only as a source of information but also a place
to play the important role is to bridge knowledge in the learning process,
acquire knowledge of students.

3) Based on the theory of the SERVQUAL scale of Parasuraman and (1988) on

service quality assessment, Nitecki (1996) studied the SERVQUAL tool for
library services and asserted usefulness consistent with user expectations,
Hernon and Calvert (1996) asserted Efficient SERVQUAL scale for
evaluating university libraries in students as well as librarians. Cruz,
Gutierrez and Lopez (2011) and Nimsomboon and Nagata (2003) used the
model to study library services but were adapted to fit in the context of a
library.

In addition, SERVQUAL ladders were also demonstrated by Nguyen Thi

Mai Trang and Tran Xuan Thu Huong (2010) for the appropriateness of the

9
tool and a feasible tool for assessing the quality of library services (Nguyen
Huynh Mai , two thousand and thirteen).

The SERVQUAL ladder is characterized by five factors: tangible means,

trustworthiness, responsiveness, serviceability, and empathy. In addition,
information technology has a strong impact on the operation of libraries,
library services associated with the application of information technology to
meet all information requirements for users from many sources are
everywhere, as well as meet the needs of distance learning, online learning
of students.

Therefore, the proposed factor is the digital library, which is the role of
electronic information in the library.

10
Chapter III: Research method
3.1.1 Data collection:
To collect data for research, the team will collect data:
Secondary data: Previous research results, Author's models. These secondary
data will be used by the team to propose research models for the research.
Primary data: Investigate randomly surveyed customers about their use of
Smartphone in Da Nang city. These data will be used by the team to analyze
and statistically analyze the SPSS software to produce results and, based on
that, the team will make recommendations to smartphone shops in Danang to
help them improve. Better quality of service as well as product.
3.1.2. Research Methods:
Quantitative research: Addresses research objectives through empirical
assessments that involve numerical measurement and statistical analysis. We
designed table of questions by Google Form then share it to 100 people to fill

11
them. After that we will receive the result. According to the data that are
collected, we use SPSS to analyze them.
3.2 Sample selection:

3.2.1. Overall Research:

Overall research is Research satisfaction of student about the library services at

Duy Tân university
3.2.2. Sampling Frame:
Characteristics:
- They are they are university students DTU
- Living and working in Da Nang city.
- Male / Female
- Aged below 18 to over 60. Have income from below 1.5 million to over 8
million

3.2.3. Sampling Method:

Our group choose method: Nonprobability Sampling and Convenience
Sampling in order to get information from customers in Da Nang city.
Nonprobability Sampling: A sampling technique that units of the sample are
selected on the basic of personal judgment or convenience. The probability of
any particular member of the population being chosen is unknown
Convenience Sampling: Obtaining those people of units that are most
conveniently available
There are 2 scales used in the questionnaire:
- Naming scale: Collecting research object information
- Hierarchical scale: To determine the critical level between selection criteria
and student purchasing decision.
3.2.4.Sampling size:
Determine the sampling method was random sampling block

12
Methods for determining the sample size:

Step 1: Determining the overall size: 125 students

Step 2: Determine the sample size.

3.3. Designing Questionnaire

Interview questionnaire was officially mentioned in Appendix Table 3.

Content Questionnaire includes 3 main sections as follows:

Part I: Introduction to research purposes.

Part II: Includes questions about demographics, categorized by key students,

gender, area of study, part-time jobs.

Part III: Includes questions about the criteria of the factors affecting the
performance of staff; Likert scale with 6 levels are used to measure all the
factors that make up the work performance of employees, the answer choices
from the lowest point 1 "strongly disagree" to point 6 "strongly agree ".

3.4. Coding data:

Cột Thông tin Ký hiệu Mã hóa Than

đo
1 Câu 1: Anh/ Chị hãy cho biết Gioi tinh 1: Nam Nominal
giới tính của mình? 2: Nu
2 Câu 2: Anh/ Chị thuộc độ tuổi Do tuoi 1: Duoi 18 Nominal
nào? 2: Tu 18 den duoi 25
3: Tu 25 den duoi 45
4: Tu 45 tro len
3 Câu 4: Mức thu nhập hàng Thu nhap 1 :Duoi 1,5 trieu Scale
tháng của anh/ chị là? 2: tu 1,5 den 4 trieu
3 tu 4 den 8 trieu
4: tren 8 trieu

4 Câu 4: Co su dung thu vien c4tssd 1: co Nominal

13
 trong nua nam gan day khong 2: khong

5 Câu 5: Tan suat su dung thu c5tssd 1: Hang ngay Scale

vien cua ban 2: 1-2 lan/tuan
3: 1-2 lan/thang
4: Luc can thi su dung
6-11 Câu 6: Gia ca thue sach c6gcts 1: quan tam Nominal
Câu 7: Chat luong va tai lieu c6clsvtl 2: khong quan tam
sach c6kgtv
Câu 8: Khong gian o thu vien c6dvtvtl
Câu 9 : Dich vu tu van va tai c6tglv
lieu c6spp
Câu 10: Thoi gian dong va
mo cua cua thu vien
Câu 11 : Do phong phu ve tai
lieu va sach o thu vien
12 Câu 12 : Anh/chi biet den thu c7marketin 1: Tuyen truyen ( Nominal
vien qua phuong tien truyen g marketing ) cua
thong nao truong
2: Internet
3: Giang vien, ban be
gioi thieu
4: Khac

13 Câu 13 : anh/chi biet den thu c8time 1: Trong hoc ki dau Ordinal
vien duy tan trong khoan thoi tien
gian bao lau khi moi vao 2: trong hoc ki thu 2
truong 3: tu nam 2 den nam 4
4: da biet truoc do
14-17 Câu 14: Do giang vien yeu c9gvyc 1: Anh huong Nominal

14
 cau c9lqmh 2: khong Anh huong
Câu15: Can tai lieu lien quan c9pt
mon hoc c9st
Câu 16: Do anh huong toi
phong trao
Câu 17: Do so thich
18-22 Câu 18: cach phuc vu va tu c10thaidop 1: Rat khong dong y Ordinal
van ve tai lieu va sach nhu the v 2: Khong dong y
nao c11khongg 3 : Hoi khong dong y
Câu19 : Anh/chi cam thay ian 4 : Hoi dong y
khong gian thu vien nhu the C12price 5 : Dong y
nao c13chatluo 6 : Rat dong y
Câu 20 : Gia ban hien tai khi ng
photo sach/tai lieu o thu vien c14suhailo
Duy Tan anh/chi cam thay ng
nhu the nao
Câu21 : Anh/chi cam thay
nhu the nao ve chat luong
sach/tai lieu cua thu vien Duy
Tan
Câu 22 : Muc do hai long cua
anh/chi khi su dung dich vu
thu vien tai DH Duy Tan
23 Câu 23: Anh/chi thuong c15slmuon 1: tu 1-2 cuon Ordinal
muon/photo khoang bao 2: Nhieu hon 2 cuon
nhieu cuon sach o thu vien 3:Khong muon/photo
Duy Tan
24-26 Câu 24: Gia photo tang tu c16tanggia 1: co Nominal
200-400d/trang thi anh chi co c17sanco 2 : khong
tiep tuc photo sach tai thu c19gt
vien khong

15
 Câu 25: Anh/chi co de dang
muon sach cung nhu khong
gian xem sach o thu vien khi
co nhu cau khong
Câu26: Anh/chi co san sang
gioi thieu chat luong sach
cung nhu dich vu o thu vien
Duy Tan cho nguoi khac
khong

27 Câu 27: sach hoac tai lieu c18hetsp 1: Chon san pham Nominal
anh/chi can da duoc thue het khac thay the
thi anh chi se quyet dinh nhu 2: Tim noi khac de
the nao muon/mua
3: Cho den khi co san
pham roi muon
4: Quyet dinh khac
28 Câu28 : Những tiêu chí khiến c20hailong Nominal
Anh/Chị quan tâm khi lựa
chọn địa điểm mua
smartphone?

Chapter IV: Analyzing and interpreting

4.1. Definition:
4.1.1. Analyzing reliability:
In theory, variables and measures can be constructed from theories, research,
but in practice there may be unnecessary measures. To test this, use Cronbach's
Alpha through the following two factors:

16
(1) Cronbach's Alpha Factor: Indicates the reliability of each factor. This
coefficient allows the evaluation of whether or not a particular measure belongs
to a variable. Factors are as follows:
- < 0.5, this factor is not suitable, in the study environment object does not sense
that factor.
- 0.5 to 0.8: Acceptable
- 0.8 to 0.9: Good
- > 0.9: Acceptable but not good, there may be coincidence.
(2) Corrected Item-Total Correlation: Represent the degree of association of an
observation variable with the remaining observed variables. It shows the
contribution of the observed variable to the factor. Requires measurements> 0.4,
which observations do not match the type.

4.1.2. Analyzing factors:

- KMO: Test the appropriateness of factor analysis. The KMO> 0.5 value
analyzes the new exploration factor appropriately, and if <0.5, the exploratory
factor analysis may not be consistent with the data.

4.1.3. Analyzing correlation:

Correlation analysis to examine the relationship between variables via Sig. If
Sig <0.05, then the relationship between the variables.
4.2. Analyzing and Interpreting data:
4.2.1. Consumer’s( students) information:

39.7

60.3
1 2
Nữ Nam

17
 Image 1. Giới tính

Gioi tinh

Frequency Percent Valid Percent Cumulative Percent

Nữ 76 60.3 60.3 60.3

Valid nam 50 39.7 39.7 100.0

Total 126 100.0 100.0

Table 1. Giới tính

2.4

23

27.8 Năm 1
Năm 2
Năm 3
Năm 4
Kết quả khác
26.2
20.6

Image 2. Sinh viên năm

Sinh vien nam

Frequency Percent Valid Percent Cumulative

Percent

Năm 1 29 23.0 23.0 23.0

Năm 2 33 26.2 26.2 49.2

Năm 3 26 20.6 20.6 69.8

Valid

Năm 4 35 27.8 27.8 97.6

Kết quả khác 3 2.4 2.4 100.0

18
 Total 126 100.0 100.0

Table 2. Độ tuổi

11.9

26.2

Dưới 1,5 triệu/tháng

23 Từ 1,5 đến 4 triệu/tháng
Từ 4 đến 8 triệu/tháng
Trên 8 triệu

38.9

Image 3. Thu nhập

Thu nhap

Frequency Percent Valid Percent Cumulative Percent

Dưới 1,5 triệu/tháng 33 26.2 26.2 26.2

Từ 1,5 đến 4 triệu/tháng 49 38.9 38.9 65.1

Valid Từ 4 đến 8 triệu/tháng 29 23.0 23.0 88.1

Trên 8 triệu 15 11.9 11.9 100.0

Total 126 100.0 100.0

Table 3. Thu nhập

19
 24.6

Có
Không

75.4

Image 4. Đã sử dụng thư viện chưa

Co su dung thu vien trong nua nam gan day khong

Frequency Percent Valid Percent Cumulative Percent

Có 95 75.4 75.4 75.4

Không 31 24.6 24.6 100.0

Valid

Total 126 100.0 100.0

Table 4. Đã sử dụng thư viện chưa

20
 16.7
21.4

Hàng ngày
1-2 lần/tuần
1-2 lần/tháng
Lúc cần sử dụng
15.9

21.4

Tan suat su dung thu vien cua ban

Frequency Percent Valid Percent Cumulative Percent

Hàng ngày 27 21.4 28.4 28.4

1-2 lần/tuần 27 21.4 28.4 56.8

Valid 1-2 lần/tháng 20 15.9 21.1 77.9

Lúc cần sử dụng 21 16.7 22.1 100.0

Total 95 75.4 100.0

Missing System 31 24.6

Total 126 100.0

4.2.2. Level satisfaction in using:

21
60.0
54.0

50.0

40.0

30.0
Series1
21.4
20.0

10.0

0.0
Quan tâm Không quan tâm

Image 5 Gía cả thuê sách

Gia ca thue sach

Frequency Percent Valid Percent Cumulative Percent

Quan tâm 27 21.4 28.4 28.4

Valid Không quan tâm 68 54.0 71.6 100.0

Total 95 75.4 100.0

Missing System 31 24.6

Total 126 100.0

Table 5 :Gía cả thuê sách

40.0
38.9
39.0
38.0
37.0 36.5 Series1
36.0
35.0
Quan tâm Không quan tâm

Image 6: chất lương và tài liệu sách

Chat luong va tai lieu sach

22
 Frequency Percent Valid Percent Cumulative
Percent

Quan tâm 49 38.9 51.6 51.6

Valid Không quan tâm 46 36.5 48.4 100.0

Total 95 75.4 100.0

Missing System 31 24.6
Total 126 100.0

Table 6: chất lương và tài liệu sách

39.5
38.9
39.0
38.5
38.0
37.5
Series1
37.0
36.5
36.5
36.0
35.5
35.0
Quan tâm Không quan tâm

Image7: không gian thư viện

Khong gian o thu vien

Frequency Percent Valid Percent Cumulative Percent

Quan tâm 49 38.9 51.6 51.6

Valid Không quan tâm 46 36.5 48.4 100.0

Total 95 75.4 100.0

Missing System 31 24.6

Total 126 100.0

Table 7: không gian thư viện

23
39.5
38.9
39.0
38.5
38.0
37.5
37.0 Series1
36.5
36.5
36.0
35.5
35.0
Quan tâm Không quan tâm

Image 8: dịch vụ tư vấn và tài liệu

Dich vu tu van va tai lieu

Frequency Percent Valid Percent Cumulative Percent

Quan tâm 46 36.5 48.4 48.4

Valid Không quan tâm 49 38.9 51.6 100.0

Total 95 75.4 100.0

Missing System 31 24.6
Total 126 100.0

Table8: dịch vụ tư vấn và tài liệu

70.0
60.3
60.0

50.0

40.0
Series1
30.0

20.0 14.3

10.0

0.0
Quan tâm Không quan tâm

24
 Image 9: thời gian đóng mở thư viện
Thoi gian dong va mo cua cua thu vien

Frequency Percent Valid Percent Cumulative Percent

Quan tâm 18 14.3 19.1 19.1

Valid Không quan tâm 76 60.3 80.9 100.0

Total 94 74.6 100.0

Missing System 32 25.4
Total 126 100.0

Table9: thời gian đóng mở thư viện

60.0
51.6
50.0

40.0

30.0 Series1
23.8
20.0

10.0

0.0
Quan tâm Không quan tâm

Image 10: độ phong phú về tài liệu và sách

Do phong phu ve tai lieu va sach o thu vien

Frequency Percent Valid Percent Cumulative Percent

Quan tâm 30 23.8 31.6 31.6

Valid Không quan tâm 65 51.6 68.4 100.0

Total 95 75.4 100.0
Missing System 31 24.6
Total 126 100.0

Table10: độ phong phú về tài liệu và sách

25
 mục đích khác
99.2

do hưởng ứng theo phong trào

31.6

do sở thích
35.8

cần tài liệu liên quan đến môn học

51.6

do giảng viên yêu cầu

42.1

0.0 20.0 40.0 60.0 80.0 100.0 120.0

ảnh
hưởng không ảnh hưởng
do giảng viên yêu cầu 42.1 57.9
cần tài liệu liên quan đến môn học 51.6 48.4
do sở thích 35.8 64.2
do hưởng ứng theo phong trào 31.6 68.4
99.2 .8

mục đích khác

Table 11: yếu tố ảnh hưởng sử dụng thư viện

24.2
36.8 từ 1- 2 cuốn
nhiều hơn 2 cuốn
không mượn

38.9

Image: Mượn/ photo bao nhiêu cuốn sách

4.2.3: After using:

26
 1.1 1.1

9.5
rất không hài lòng
33.7 9.5 không hài lòng
hơi không hài lòng
hơi hài lòng
hài lòng
rất hài lòng
45.3

Image 12: mức độ hài lòng

Muc do hai long cua anh/chi khi su dung dich vu thu vien tai DH Duy
Tan
Valid Cumulative
Frequency Percent Percent Percent
Valid rất 1 .8 1.1 1.1
không
hài
lòng
không 1 .8 1.1 2.1
hài
lòng
hơi 9 7.1 9.5 11.6
không
hài
lòng
hơi hài 9 7.1 9.5 21.1
lòng
hài 43 34.1 45.3 66.3
lòng
rất hài 32 25.4 33.7 100.0
lòng
Total 95 75.4 100.0
Missing System 31 24.6
Total 126 100.0
Table12: mức độ hài lòng

27
Chapter 5. Summary and Finding:
- According to the research, space, book quality, and digital library have the
greatest impact on student satisfaction, when using the library. This explains in
addition to good facilities, there is a strong impact of science and technology
into the study and research activities of students. It is this strong impact that
makes the learning and attitudes of students change. Consequently, students
must be more technologically-inclined in order to have quicker access to
knowledge.

5.1. Marketing Research Problem:

Today, the search engine needs most are books and materials needed for
everyone, especially students in General as well as DTU students in particular.
Needs updating documents necessary or related to the subject and frequently
used the quiet atmosphere of the students gave the library becomes a place
indispensable for today's students. However, not all libraries can meet the
satisfaction of students. By studying the satisfaction of students for library DTU
in Da Nang, based on research results, realized that the problems that libraries
face is the photo documentation, as well as rent books to learn. Realize that
issue, the team has some suggestions that may help libraries improve their
service quality.
5.2.Finding:

Propose appropriate marketing solutions:

Research results indicate that the service staff is enthusiastic, interested in

helping students during the service. But the students are still not satisfied, so the
library needs to improve their professionalism in service, especially strict
regulations of the library in the service of students. Beside, in addition to the
facilities, books and libraries, the library needs to pay more attention to digital
libraries, because this is a source of learning materials, reference is very
convenient, useful for students in the current learning environment. As such, in

28
addition to improving the capacity of library staff, the facilities and service of
the library must also be upgraded in a professional manner to meet the
increasing learning needs of the students.

List of table:
1/. Giới tính sinh viên đánh giá mức độ hài lòng về thư viện
2/ Niên khóa sinh viên Duy Tân
3/ Độ tuổi sinh viên
4/ Mức thu nhập bình quân
5/ Co su dung thu vien trong nua nam gan day khong?
6/ Tần suất sử dụng thư viện của sinh viên Duy Tân?
7/ Gía cả thuê/mượn sách hoặc tài liệu của thư viện Duy Tân có được sinh viên
đồng ý không?
8/ việc quan tâm của sinh viên đến chất lượng về sách và tài liệu.
9/ Không gian cũng như thời gian của thư viện được đánh giá theo mức độ nào?
10/Độ phong phú về sách và tài liệu.
11/ Những yếu tố ảnh hưởng đến độ hài lòng sinh viên đối với thư viện
12/Mức độ hài lòng của sinh viên Duy Tân đối với thư viện

29
REFERENCES:
1/ Cruz, M. C. C., Gutierrez, L. A. D., Lopez, M. G. L., 2011. Adjusting Servqual Model In a
High Education Library Service, POM 2011. Twenty Second Annual Conference, Reno,
Nevada. U.S.A. April 29 –May 2.

2/ Hair, J. F., & al., 2006. Multivariate Data Analysis. Prentical-Hall International, Inc. New
Jersey, 899 trang

3/ Hernon, P., Calvert, P. J., 1996. Methods for measuring service quality in university
libraries In New Zealand. Journal of Academic Librarianship. 22: 387-391.

4/ Hoàng Trọng và Chu Nguyễn Mộng Ngọc, 2008. Phân tích dữ liệu nghiên cứu với SPSS.
Hồng Đức. TP.HCM, 295 trang.

5/ Huỳnh Đình Chiến và Huỳnh Thị Xuân Phương, 2012. Nâng cao chất lượng các dịch vụ
Thông tin – thư viện, ngày cập nhật 10/12/2013. Địa chỉ
http://webapp.lrc.ctu.edu.vn/bantin/index.ph p/chuyen-de/16-nang-cao-cht-lng-cac-dchv-
thong-tin--th-vin

6/ Julien, H., Given, M. L., 2003. Facultylibrarian relationships in the information literacy
context: A content analysis of librarians’ expressed attitudes and experiences. Canadian
Journal of Information and Library Science. 27: 65-87

7/ Lê Quỳnh Chi, 2013. Thư viện đại học góp phần nâng cao chất lượng đào tạo, ngày cập
nhật 07/12/2013. Địa chỉ http://nlv.gov.vn/nghiep-vu-thu-vien/thuvien-dai-hoc-gop-phan-
nang-cao-chatluong-dao-tao.html

8/ Nguyễn Thị Mai Trang và Trần Xuân Thu Hương, 2010. Chất lượng dịch vụ thư viện so
sánh giữa hai mô hình: Chất lượng kỹ thuật/ chức năng và SERVQUAL. Tạp chí Phát triển
Khoa học và Công nghệ. 13: 62-72.

9/ Nimsomboon, N., Nagata, H., 2003. Assessment of Library Service Quality at Thammasat
University Library System: Thammasat University Library. Thammasat University. Bangkok,
63 trang.

10/ Nitecki, D. A., 1996. Changing the concept and measure of service quality in academic
libraries. Journal of Academic Librarianship. 22: 181-190.

11/ Nitecki, D. A., Hernon, P., 2000. Measuring service quality at Yale university libraries.
The Journal of Academic Librarianship. 26: 259-273.

12/ Nunnally, J., Berstein, I. H., 1994. Psycometric Theory 3rd ed. McGraw-Hill. New York,
752 trang

13/ Oakland, J. S., 2003. Statistical Process Control. Butterworth-Heinemann. Oxford

14/ Parasuraman, A., Zeithaml, V. A., Berry, L. L., 1988. SERVQUAL: A Muitple- Item Scale
for Measuring Consumer Perceptions of Service Quality. Journal of retailing. 64:12-40.

30