Factors Affecting Students’ Satisfaction with Economics Universities’ Digital Library Services in Hanoi

Nguy Thuy Trang, Nguyen Thuy Ngan, To Thi Thao Ngan, Ngo Quang Khai, Le Ngoc Mai, Nguyen Thuy Linh


The study was conducted to evaluate students’ satisfaction with the current digital library services offered by economics universities in Hanoi. Based on the findings, the study proposed recommendations to improve the falling points in the digital library services of economics universities. This study applies the SERVQUAL model to identify the relationship between SERVQUAL dimensions and library users’ satisfaction, and each dimension has a different effect on satisfaction level. The SERVQUAL scale was edited, and the research model progressed on six factors: Tangibles, Assurance, Empathy, Responsiveness, Reliability, and Perceived Ease of Use. According to the survey results, the research received 462 valid responses from economics university students in Hanoi, which are appropriate for analyzing data. It was concluded that most of the students are fairly satisfied with the digital library services, which can be seen clearly through the six dimensions above. Specifically, Reliability had the highest impact on satisfaction (22.03%), followed by Assurance (18.99%), Empathy (17.22%), Perceived Ease of Use (16.71%), Responsiveness (13.42%), and Tangibles (11.65%). The research model and study might be useful and provide insights and recommendations for other research on digital libraries or other services.

Keywords: digital library services, economics universities, student satisfaction

DOI: 10.7176/JEP/15-4-03

Publication date:March 31st 2024

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