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Assessing service quality at the University of Malaya Library

Service quality and customer satisfaction are rapidly evolving areas in library and information science research. Service quality measures from the marketing literature are being effectively used by library science researchers to develop library service quality measuring tools. This paper describes...

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Main Author: Kaur, K.
Format: Article
Published: University of Malaya Library 2008
Subjects:
Libraries
Online Access:http://eprints.um.edu.my/1714/
http://myais.fsktm.um.edu.my/10087/1/Assessing_Service_Quality_at_the_University_of_Malaya_Library.PDF
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spelling my.um.eprints.17142019-10-08T09:25:21Z http://eprints.um.edu.my/1714/ Assessing service quality at the University of Malaya Library Kaur, K. Libraries Service quality and customer satisfaction are rapidly evolving areas in library and information science research. Service quality measures from the marketing literature are being effectively used by library science researchers to develop library service quality measuring tools. This paper describes the results of a study which examines the perceptions of the academic staff on the quality of University of Malaya Library services. It also attempts to assess the impact of that service on academic staff's work and their perceived level of satisfaction towards the library services. The survey instrument was a questionnaire adopted from a quality impact survey based on SERVQUAL dimensions. Results revealed that academic staff perceive the quality of library services to be just above average. The library staff are considered quite helpful and are able to instill confidence in library users. Academic staff also believe that the library has a positive impact on their teaching, learning and research. The overall satisfaction with the library services received a satisfactory rating. Based on the results, one has to conclude that even though the quality of library service is perceived as just above average, academics will. University of Malaya Library 2008 Article PeerReviewed Kaur, K. (2008) Assessing service quality at the University of Malaya Library. Kekal Abadi, 26 (2). pp. 3-10. ISSN 0127-2578 http://myais.fsktm.um.edu.my/10087/1/Assessing_Service_Quality_at_the_University_of_Malaya_Library.PDF
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
topic Libraries
spellingShingle Libraries
Kaur, K.
Assessing service quality at the University of Malaya Library
description Service quality and customer satisfaction are rapidly evolving areas in library and information science research. Service quality measures from the marketing literature are being effectively used by library science researchers to develop library service quality measuring tools. This paper describes the results of a study which examines the perceptions of the academic staff on the quality of University of Malaya Library services. It also attempts to assess the impact of that service on academic staff's work and their perceived level of satisfaction towards the library services. The survey instrument was a questionnaire adopted from a quality impact survey based on SERVQUAL dimensions. Results revealed that academic staff perceive the quality of library services to be just above average. The library staff are considered quite helpful and are able to instill confidence in library users. Academic staff also believe that the library has a positive impact on their teaching, learning and research. The overall satisfaction with the library services received a satisfactory rating. Based on the results, one has to conclude that even though the quality of library service is perceived as just above average, academics will.
format Article
author Kaur, K.
author_facet Kaur, K.
author_sort Kaur, K.
title Assessing service quality at the University of Malaya Library
title_short Assessing service quality at the University of Malaya Library
title_full Assessing service quality at the University of Malaya Library
title_fullStr Assessing service quality at the University of Malaya Library
title_full_unstemmed Assessing service quality at the University of Malaya Library
title_sort assessing service quality at the university of malaya library
publisher University of Malaya Library
publishDate 2008
url http://eprints.um.edu.my/1714/
http://myais.fsktm.um.edu.my/10087/1/Assessing_Service_Quality_at_the_University_of_Malaya_Library.PDF
_version_ 1648735973112020992
score 13.211869

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