Service Quality Improvement in Kuakarun Nursing Library, Navamindradhiraj University in 4.0 Era

Abstract

This research aims to improve the quality of library services in Kuakarun Faculty of Nursing, Navamindradhiraj University 4.0 Era. This study employed mixed methods of research between the quantitative research method and the qualitative research method. The samples for quantitative research was 350 of members of the Central Library of Navamindradhiraj University and used the concept of service quality (SERVQUAL) to collect data through questionnaires. And a group of 8 key informants in qualitative research methods, namely head of educational services, librarian, academic educators, General Administration Officer, Foreign Relations Officer and Library Service Officer, on focus group discussion.
            The results of the research were as follows: Library users had high overall expectations in all aspects and overall satisfaction in all respects. It was found that the satisfaction with the reliability was at the highest level. Followed by the care, the users response, the creation of confidence And physical appearance respectively. Guidelines for improve the quality of library services, Kuakarun Faculty of Nursing Navamindradhiraj University 4.0 Era can be divided into 3 phases. The first Phase is the planning phase. It consists of a project plan, an operating budget, and an evaluation. As well as the development of the service area, public relations, technology and personnel. The second Phase is a short term operation and the third phase is a long term operation.