The Satisfactions toward the Library Service Quality of Academic Resource Center at Mahasarakham University 2012

Abstract

The purposes of this research were to study the users satisfaction toward the service quality of Academic Resource Center Mahasarakham University in 5 aspects in terms of library resource, library service and its process, library staffs, library location and facilities, and library public relation and to study problems and user suggestion toward the service quality. The study sample included 786 user of Academic Resource Center Mahasarakham University in academic year 2012 by accidental sampling. The tools employed for this study was questionnaire with a reliability value of 0.87. The collected data were analyzed by percentage, means and standard deviation. The following results were obtained: 1. The overall result of satisfaction of users toward Academic Resource Center Mahasarakham University were in highest level. The highest level were library staff aspect and the hight level were library public relations, and library service and its process. Each aspect are as follows: 1.1 Library staff; the overall of satisfaction of users toward library staff were at the highest level. When each aspect were considered, it was found that the highest level were fast service and the second were nice courtesy of staff and they were enthusiastic about service and understand users need. 1.2 Library public relations; the overall of satisfaction of users toward library public relation were in the highest level. The highest level were providing multi channels for users to give suggestion. The respectively library service introduction documents and library website was convenient to access. 1.3 Services and its process; the overall of satisfaction of users toward services and its process were in the highest level. The users were satisfied with reference service most and the second level were circulation service and ISAN Sirindhon information Center service. 1.4 Library sources; the overall of satisfaction of users toward library sources were in at high level. The users satisfied with research documents most and fallowed by books and update information source. 1.5 Library location and facilities; the overall of satisfaction of users toward library location and facilities were at high level. The users satisfied with clearness sign board of printed and book shelves most fallowed by a good environment of library and enough drinking water point service. 2. Problems and users suggestions on library sources; the results revealed that the users need more information resources especially the field of elementary and history. For the service process, the users could not find the books on shelves and had suggestion about interlibrary loan service that they should be allowed to use their student ID cards for borrowing books. In aspect of library location and facilities, they suggested that the library should provide photo-copying service and reading area more during university examination period. Other problems were unavailable automatic doors and ineffective computers. The users suggest that the library should provide more Wi-Fi service points and promote about library more.