TTLV: Assessing the quality of information and library services at the Government Cipher Committee

INFORMATION ABOUT THE MASTER'S THESIS

1. Student's full name:PHAM THI DUNG

2. Gender:Female
3. Date of birth: 20/04/1989
4. Place of birth:Yen Thanh, Nghe An
5. Decision number for admitting graduate students:Decision No. 5410/QD-XHNV, dated December 21, 2023, of the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in the training process:Do not have
7. Thesis TitleAssessing the quality of information and library services at the Government Cipher Committee.
8. Major:Library and Information Science is research-oriented.

Code: 8320201.01 (NC)
9. Scientific supervisor:Dr. Nguyen Thi Kim Dung, Lecturer, Faculty of Information and Library Science, University of Science and Humanities, Vietnam National University, Hanoi.
10. Summary of the thesis results:

The thesis is structured into three chapters, corresponding to the research process from theoretical basis to experimental analysis and proposed solutions.

Chapter 1This thesis builds a theoretical foundation by systematizing concepts related to information and library services, service quality, and common evaluation models. Based on an analysis of the ServQual, ServPerf, and LibQUAL+ models, the thesis identifies LibQUAL+ as the most suitable model for the Science & Technology specialized library of the Government Cipher Committee (BCYCP) due to its flexibility and ability to directly reflect user satisfaction levels. This chapter also identifies five key factors influencing the quality of information and library services at the BCYCP: mechanisms, policies, and finances; human resources; information products and services; physical facilities and technological infrastructure; and the qualifications and capabilities of the evaluators. These are specific conditions of a library in a national security environment, serving as the basis for empirical research.

Chapter 2The analysis of the current state of service quality was based on 197 valid survey responses, processed using SPSS 26.0. Cronbach's Alpha test results confirmed the reliability of the scales; EFA analysis showed that the data fit the theoretical factor groups and the overall satisfaction level was high (4.02–4.12/5). Multiple regression analysis demonstrated a statistically significant relationship between service quality factors and satisfaction levels. Among these, the attitude of library staff was the strongest influencing factor, followed by information security and library space, factors reflecting the specific characteristics of the library environment.

Chapter 3The thesis proposes a system of solutions to improve the quality of information and library services at BCYCP. The solutions focus on two directions: (1) overcoming existing limitations by strengthening the organization and control of information, developing specialized information resources, upgrading equipment, technology infrastructure and improving library space; (2) leveraging strengths through maintaining the capacity and service attitude of staff, while expanding value-added services such as supporting in-depth research and interlibrary loan. These solutions aim to build a modern specialized library model that meets the security, professional and digital transformation requirements of BCYCP.

11. Practical applications:

The research findings of this thesis have practical application value, providing a scientific basis and a feasible system of solutions for evaluating and improving the quality of information and library services at the Government Cipher Committee. These results can serve as a basis for management, policy planning, and improvement of service delivery, thereby contributing to enhanced service efficiency and better meeting the specific requirements of the Government Cipher Committee's library environment.

Beyond the scope of the BCYCP, this thesis also has reference value for specialized information centers and libraries affiliated with science and technology organizations. Applying the evaluation model and recommendations from the study can support the standardization of service quality assessment processes, while simultaneously enhancing the effectiveness of services for scientific research, technological development, and innovation in the context of digital transformation.

12. Future research directions:Do not have

13. Published works related to the thesis:Do not have

                                                                                       INFORMATION ON MASTER'S THESIS

1. Full name:PHAM THI DUNG
2. Sex:Female
3. Date of birth:April 20, 1989
4. Place of birth:Hi An
5. Admission decision number:Decision No. 5410/QD-XHNV Dated 21/12/2023
6. Changes in academic process:None

7. Official thesis title: “Evaluate the quality of library information services at Vietnam Government Information Security Commission”
8. Major: Information-Library Science.E: 8320201.01 (NC)
9. Supervisor:Dr. Nguyen Thi Kim Dung, Faculty of Information - Library - University of Sciences and Humanities - Hanoi National University
10. Summary of the findings of the thesis:
The thesis is structured into three chapters, following the research progression from theoretical foundation to empirical analysis and solution proposals.

Chapter 1builds a theoretical foundation by systematizing the concepts of information-library services, service quality, and popular evaluation models. Based on the analysis of the ServQual, ServPerf, and LibQUAL+ models, the thesis determines that LibQUAL+ is the most suitable model for the Science & Technology specialized library of the Government Cipher Committee (BCYCP) due to its flexibility and ability to directly reflect the level of user satisfaction. This chapter also identifies five groups of key factors affecting the quality of information-library services at BCYCP, including: mechanism-policy-finance; human resources; information products and services; facilities and technological infrastructure; and the qualifications and capacity of the evaluators. These factors are the specific conditions of the library in the national secret environment, serving as the basis for empirical research.
Chapter 2analyze the current state of service quality based on 197 valid survey forms, processed using SPSS 26.0. The Cronbach's Alpha test results confirm the reliability of the scales; EFA analysis shows that the data are consistent with the theoretical factor groups and the overall satisfaction level is high (4.02-4.12/5). Multivariate regression analysis demonstrates a significantly significant relationship between service quality factors and satisfaction level. In particular, the service attitude of the librarians is the most influential factor, followed by information security assurance and library space-factors that reflect the specific nature of the library environment.

Chapter 3:proposes a system of solutions to improve the quality of information-library services at BCYCP. The solutions focus on two directions: (1) Improving existing limitations by strengthening information organization and control, developing specialized information resources, upgrading equipment and technology infrastructure, and improving library space; and (2) Promoting strengths by maintaining staff capacity and service attitude, while expanding value-added services such as support for in-depth research and inter-library loans. These solutions aim to build a modern specialized library model, meeting the security, professional and digital transformation requirements of BCYCP.

11. Practical applicability:

The research results of the thesis possess practical application value, providing a scientific basis and a feasible system of solutions for evaluating and improving the quality of information-library services at the Government Cipher Committee. These results can serve as a basis for management, policy planning, and the improvement of service provision activities, thereby contributing to enhanced service efficiency and better meeting the specific requirements of the BCYCP library environment.

Beyond the scope of BCYCP, the thesis is also of reference value for information centers and specialized libraries affiliated with scientific and technological organizations. he use of the evaluation model and recommendations from the study can support the standardization of the service quality evaluation process, while enhancing the effectiveness of scientific research, technology development, and promoting innovation in the context of digital transformation.

12. Further research directions:None
13. Thesis-related publications:None