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A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor

Student satisfaction is an important aspect for the successfulness of academic library services. The purpose of this study is to examine the relationship between service quality and students' satisfaction. In addition, service quality dimension is one of the dimensions that contribute to studen...

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Main Authors: Ismail, Nor Syakiroh, Abu Masor, Siti Shakinah
Format: Student Project
Language:English
Published: 2018
Subjects:
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Online Access:http://ir.uitm.edu.my/id/eprint/34445/1/34445.pdf
http://ir.uitm.edu.my/id/eprint/34445/
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id my.uitm.ir.34445
record_format eprints
spelling my.uitm.ir.344452020-09-29T03:41:53Z http://ir.uitm.edu.my/id/eprint/34445/ A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor Ismail, Nor Syakiroh Abu Masor, Siti Shakinah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Student satisfaction is an important aspect for the successfulness of academic library services. The purpose of this study is to examine the relationship between service quality and students' satisfaction. In addition, service quality dimension is one of the dimensions that contribute to students' satisfaction at academic library. Service quality includes reliability, assurance, tangibility, empathy and responsiveness. A survey was conducted at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM). The data were collected using a self-administered questionnaire from 377 respondents using a stratified sampling technique. However only 279 responses with 74% response rate were deemed suitable for further analysis. The result of this study indicates that there is high level of students' satisfaction at PSB (UUM) and reliability is the most influential factor that contribute to students' satisfaction at PSB (UUM). This study reveals that all hypothesis on service quality dimensions listed were accepted. 2018 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/34445/1/34445.pdf Ismail, Nor Syakiroh and Abu Masor, Siti Shakinah (2018) A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor. [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
spellingShingle Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Customer services. Customer relations
Ismail, Nor Syakiroh
Abu Masor, Siti Shakinah
A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor
description Student satisfaction is an important aspect for the successfulness of academic library services. The purpose of this study is to examine the relationship between service quality and students' satisfaction. In addition, service quality dimension is one of the dimensions that contribute to students' satisfaction at academic library. Service quality includes reliability, assurance, tangibility, empathy and responsiveness. A survey was conducted at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM). The data were collected using a self-administered questionnaire from 377 respondents using a stratified sampling technique. However only 279 responses with 74% response rate were deemed suitable for further analysis. The result of this study indicates that there is high level of students' satisfaction at PSB (UUM) and reliability is the most influential factor that contribute to students' satisfaction at PSB (UUM). This study reveals that all hypothesis on service quality dimensions listed were accepted.
format Student Project
author Ismail, Nor Syakiroh
Abu Masor, Siti Shakinah
author_facet Ismail, Nor Syakiroh
Abu Masor, Siti Shakinah
author_sort Ismail, Nor Syakiroh
title A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor
title_short A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor
title_full A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor
title_fullStr A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor
title_full_unstemmed A study on service quality and student satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor
title_sort study on service quality and student satisfaction at perpustakaan sultanah bahiyah, universiti utara malaysia (uum) / nor syakiroh ismail and siti shakinah abu masor
publishDate 2018
url http://ir.uitm.edu.my/id/eprint/34445/1/34445.pdf
http://ir.uitm.edu.my/id/eprint/34445/
_version_ 1685651196113584128
score 13.211869

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