Library Service Quality and Student Trust: A Case Study of the University of Sumatera Utara Library, Indonesia

被引：3

作者：

Hasugian, Jonner ^{[1
]}

Lubis, Dirmansyah ^{[1
]}

机构：

[1] Univ Sumatera Utara, Lib & Informat Sci Study Program, Utara 20222, Indonesia

来源：

DESIDOC JOURNAL OF LIBRARY & INFORMATION TECHNOLOGY | 2021年 / 41卷 / 05期

关键词：

Student trust in a library; Library user satisfaction; Library services quality; USER SATISFACTION; ACADEMIC-LIBRARIES; LOYALTY;

D O I：

10.14429/djlit.41.5.16406

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

This study, conducted at the University of Sumatera Utara (USU) Library, aims to know the effect of service quality on customer trust and to determine student trust in library services based on levels of education. The research applied survey methods with quantitative approaches. Samples are determined using the Taro Yamane formula. The questionnaire covers 22 items of three LibQUAL dimensions. Data analysis techniques were performed using Structural Equation Modeling statistical analysis and path analysis by using the Lisrel version 8.5 application program. The results showed that service quality has a positive and significant effect on student trust. The level of trust in the library varies based on the levels of education. The dimensions of service quality with a positive and significant effect on student trust are the information control and the library as a place.

引用

页码：345 / 351

页数：7

共 50 条

[41] Using a topological Markov chain model to evaluate service quality of a university library from structural viewpoints [J].

Shieh, Jiunn-I ;

Wu, Hsin-Hung .

JOURNAL OF STATISTICS & MANAGEMENT SYSTEMS, 2007, 10 (02) :253-265

[42] Patron aggression in the academic library A study of the Main Library at the University of the West Indies, Mona [J].

Kean, Cheryl ;

McKoy-Johnson, Faith .

NEW LIBRARY WORLD, 2009, 110 (7-8) :373-384

[43] Introducing podcast in library service: An analytical study [J].

de Sarkar, Tanmay .

VINE, 2012, 42 (02) :191-213

[44] User Satisfaction Regarding Quality of Library Services of A.C. Joshi Library, Panjab University, Chandigarh [J].

Mohindra, Rakesh ;

Kumar, Anil .

DESIDOC JOURNAL OF LIBRARY & INFORMATION TECHNOLOGY, 2015, 35 (01) :54-60

[45] Service technologies in academic libraries (case study of I. S. Turgenev Orel State University Scientific Library) [J].

Stepina, Natalya .

NAUCHNYE I TEKHNICHESKIE BIBLIOTEKI-SCIENTIFIC AND TECHNICAL LIBRARIES, 2019, (02) :42-51

[46] Improving self service the six sigma way at Newcastle University Library [J].

Kumi, S ;

Morrow, J .

PROGRAM-ELECTRONIC LIBRARY AND INFORMATION SYSTEMS, 2006, 40 (02) :123-136

[47] An online library service for open university MBA alumni - challenges and opportunities [J].

Smith, Geri ;

Street, Kelvin ;

Wales, Tim .

JOURNAL OF LIBRARIANSHIP AND INFORMATION SCIENCE, 2007, 39 (03) :162-176

[48] The role of higher education image and service quality on the effect of university social responsibility (USR) on student loyalty in Indonesia [J].

Suranta, Sri ;

Rahmawati, Rahmawati .

JOURNAL OF APPLIED RESEARCH IN HIGHER EDUCATION, 2024, 16 (02) :378-390

[49] A Web Information System to Improve the Digital Library Service Quality [J].

Javier Cabrerizo, Francisco ;

Angeles Martinez, Maria ;

Lopez-Gijon, Javier ;

Chiclana, Francisco ;

Herrera-Viedma, Enrique .

NEW TRENDS ON SYSTEM SCIENCES AND ENGINEERING, 2015, 276 :3-16

[50] Capturing the student user experience (UX) in York and Loughborough University Library buildings [J].

Burn, Katie ;

Cunningham, Matthew ;

Waller, Liz ;

Walton, Emma ;

Walton, Graham .

PERFORMANCE MEASUREMENT AND METRICS, 2016, 17 (02) :175-187

← 1 2 3 4 5 →