Assessment of the West Visayas State University Library quality service:

Sub Title: relationship to customer satisfaction

Author: Jaurigue, Renecynth B.

Accession Number: URDC00001

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Copyright Year: 2014

Abstract:

This study was conducted on January 2014 to determine the overall assessment of library quality service of West Visayas State University Main Campus at La Paz, Iloilo City. This study further aimed to determine the overall level of satisfaction of quality library services of the WVSU library. In this research, the dependent variable is assessment of quality service and satisfaction of customers; the independent variables are the components of quality service; while the antecedent variables are users group and frequency of visits. The descriptive correlational study utilized a convenience sampling technique to get the representative sample among the total population of library customers. The data collected utilized a researcher constructed questionnaire that was patterned from the AACCUP instrument, provision from Republic Act 9246 and LibQual+, a survey tool developed by Association of Research Libraries that measures library user's opinions of the services provided to assist libraries in assessing the quality of their services. A five point Likert scale was used in scoring the responses. The data was tabulated, processed and analyzed using Statistical Package for the Social Sciences (SPSS) software set at 0.5 alpha. The data gathered were subjected to both descriptive and inferential statistics. The study revealed that West Visayas State University Library has a "very good" quality service with M=4.10. It further showed that a positive and significant relationship existed between Quality Library Service and Satisfaction of Users, r=.862, p<.05 which means that when the quality service is good, satisfaction among the users is also good.


Keywords: Assessment, Customer satisfaction, Library, Quality service

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