Service quality expectation and satisfaction on military libraries : basis for a three-year library development plan / Erna A. Milanes.
Material type:
TextPublisher: Saint Louis College, City of San Fernando, La Union : [s.n.], 2022Description: xiv, 120 pages : illustrations ; 29 centimeterSubject(s): Special librariesDDC classification: TH 027.6 M58c 2022 Summary: This study aimed to assess the level of library user's expectation and the level of library user's satisfaction of the military libraries in
Training and Doctrine Command, Philippine Army along the modified four SERVQUAL dimensions, namely: collection and access, library as a place, effect of service (organizational), and effect of service (personal). The descriptive comparative research design was employed to the 312 sample personnel/faculty, and students from TRADOC major centers, offices and schools identified through the use of proportionate stratified random sampling method. Data were mainly collected using the adapted modified SERVQUAL questionnaire through the use of Google forms and offline descriptive comparative research design was employed to the 312 sample personnel/faculty, and students from TRADOC major centers, offices and schools identified through the use of proportionate stratified random sampling method. Data were mainly collected using the adapted modified SERVQUAL questionnaire through the use of Google forms and offline distribution of printed survey questionnaire to some group of respondents. Collected data were computed with the use of weighted mean, mean, percentage, ranking, and the T-test for the statistical difference. This study found out that the level of library users' expectation along the modified four SERVQUAL dimensions was "highly expected." On the other hand, the level of library users' satisfaction resulted in an overall "Highly Satisfied" level of satisfaction. Also, the comparative analysis between the level of user's expectation and the level of user's satisfaction indicated no significant difference with the computed t-value of 1.06, which is lower than the critical value of 1.94 at a 0.5 level of significance. Although there were gaps seen in the identified reasons for non-use of the library as much as the group of respondents in this study were concerned, TRADOC libraries seek to evaluate and assess their needs continuously, strive for excellence and for the improvement of the collection and access, library facilities, its services to be able to meet library users' higher level of satisfaction through the formulation of a validated three-year library development plan.
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
Thesis
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La Union Provincial Library Thesis Section | Thesis | TH 027.6 M58c 2022 (Browse shelf) | Not for loan | 010330laup |
References: pages 85-98.
This study aimed to assess the level of library user's expectation and the level of library user's satisfaction of the military libraries in
Training and Doctrine Command, Philippine Army along the modified four SERVQUAL dimensions, namely: collection and access, library as a place, effect of service (organizational), and effect of service (personal). The descriptive comparative research design was employed to the 312 sample personnel/faculty, and students from TRADOC major centers, offices and schools identified through the use of proportionate stratified random sampling method. Data were mainly collected using the adapted modified SERVQUAL questionnaire through the use of Google forms and offline descriptive comparative research design was employed to the 312 sample personnel/faculty, and students from TRADOC major centers, offices and schools identified through the use of proportionate stratified random sampling method. Data were mainly collected using the adapted modified SERVQUAL questionnaire through the use of Google forms and offline distribution of printed survey questionnaire to some group of respondents. Collected data were computed with the use of weighted mean, mean, percentage, ranking, and the T-test for the statistical difference. This study found out that the level of library users' expectation along the modified four SERVQUAL dimensions was "highly expected." On the other hand, the level of library users' satisfaction resulted in an overall "Highly Satisfied" level of satisfaction. Also, the comparative analysis between the level of user's expectation and the level of user's satisfaction indicated no significant difference with the computed t-value of 1.06, which is lower than the critical value of 1.94 at a 0.5 level of significance. Although there were gaps seen in the identified reasons for non-use of the library as much as the group of respondents in this study were concerned, TRADOC libraries seek to evaluate and assess their needs continuously, strive for excellence and for the improvement of the collection and access, library facilities, its services to be able to meet library users' higher level of satisfaction through the formulation of a validated three-year library development plan.
CHED-La Union Donation February 2, 2023
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