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Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan

The basic purpose of this paper is to evaluate the quality of library services and the customer satisfaction at Centre for Academic Information Services (CAIS), UNIMAS. The survey method was selected for the study and a modified SERVQUAL questionnaire was used as instrument to collect data from the...

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Main Author: Bantan, Felicia Winnie
Format: Student Project
Language:English
Published: 2016
Subjects:
Customer services. Customer relations
L Education (General)
Libraries
Library science. Information science
Online Access:https://ir.uitm.edu.my/id/eprint/69210/1/69210.pdf
https://ir.uitm.edu.my/id/eprint/69210/
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id my.uitm.ir.69210
record_format eprints
spelling my.uitm.ir.692102022-10-31T07:10:16Z https://ir.uitm.edu.my/id/eprint/69210/ Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan Bantan, Felicia Winnie Customer services. Customer relations L Education (General) Libraries Library science. Information science The basic purpose of this paper is to evaluate the quality of library services and the customer satisfaction at Centre for Academic Information Services (CAIS), UNIMAS. The survey method was selected for the study and a modified SERVQUAL questionnaire was used as instrument to collect data from the students. Because of the large population, random sampling was applied and 100 questionnaires were distributed. Analysis of the collected data revealed that there is a significant relationship between service quality and customer satisfaction. The study will be useful for those library professionals who wish to investigate the strengths, weakness and threats in their library services and who also intend to enhance the quality of these service. 2016-01 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/69210/1/69210.pdf Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan. (2016) [Student Project] (Unpublished)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 Customer services. Customer relations
L Education (General)
Libraries
Library science. Information science
spellingShingle Customer services. Customer relations
L Education (General)
Libraries
Library science. Information science
Bantan, Felicia Winnie
Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan
description The basic purpose of this paper is to evaluate the quality of library services and the customer satisfaction at Centre for Academic Information Services (CAIS), UNIMAS. The survey method was selected for the study and a modified SERVQUAL questionnaire was used as instrument to collect data from the students. Because of the large population, random sampling was applied and 100 questionnaires were distributed. Analysis of the collected data revealed that there is a significant relationship between service quality and customer satisfaction. The study will be useful for those library professionals who wish to investigate the strengths, weakness and threats in their library services and who also intend to enhance the quality of these service.
format Student Project
author Bantan, Felicia Winnie
author_facet Bantan, Felicia Winnie
author_sort Bantan, Felicia Winnie
title Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan
title_short Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan
title_full Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan
title_fullStr Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan
title_full_unstemmed Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan
title_sort service quality and customer satifaction: a study of centre for academic services (cais) unimas / felicia winnie bantan
publishDate 2016
url https://ir.uitm.edu.my/id/eprint/69210/1/69210.pdf
https://ir.uitm.edu.my/id/eprint/69210/
_version_ 1748706012141977600
score 13.211869

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