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The practices of customer satisfaction survey among Malaysian libraries

This paper aims to identify the current practices of customer satisfaction survey (CSS) among Malaysian libraries. A self-developed questionnaire was used to gauge the respondents’ opinions on the implementation of CSS in their library. The questionnaire was distributed to 150 Malaysian libraries co...

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Main Authors: Md Ishak, Amir Hussain, Sahak, Mohd Dasuki
Format: Article
Language:English
Published: Persatuan Pustakawan Malaysia 2014
Online Access:http://psasir.upm.edu.my/id/eprint/39348/1/The%20practices%20of%20customer%20satisfaction%20survey%20among%20Malaysian%20libraries.pdf
http://psasir.upm.edu.my/id/eprint/39348/
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spelling my.upm.eprints.393482015-10-07T00:01:54Z http://psasir.upm.edu.my/id/eprint/39348/ The practices of customer satisfaction survey among Malaysian libraries Md Ishak, Amir Hussain Sahak, Mohd Dasuki This paper aims to identify the current practices of customer satisfaction survey (CSS) among Malaysian libraries. A self-developed questionnaire was used to gauge the respondents’ opinions on the implementation of CSS in their library. The questionnaire was distributed to 150 Malaysian libraries comprising samples of academic, public and special libraries. Descriptive and crosstabs statistics were used in the data analysis. The results of the study revealed that most libraries 1) start to implement CSS from year 2000 to 2010; 2) have applied CSS as a part of ISO requirement; 3) generally CSS is managed by Customer Services Division, 4) use Self Develop Instruments and study will be done on a yearly basis. The results also revealed that there are apparent lacks of CSS training and results distribution among the library staff. There are few suggestions on improving CSS such as forming focus group discussion, online survey, involve more respondents and create CSS standard among Malaysian library. Persatuan Pustakawan Malaysia 2014 Article NonPeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/39348/1/The%20practices%20of%20customer%20satisfaction%20survey%20among%20Malaysian%20libraries.pdf Md Ishak, Amir Hussain and Sahak, Mohd Dasuki (2014) The practices of customer satisfaction survey among Malaysian libraries. Jurnal PPM, 8. pp. 61-72. ISSN 1823-6308
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description This paper aims to identify the current practices of customer satisfaction survey (CSS) among Malaysian libraries. A self-developed questionnaire was used to gauge the respondents’ opinions on the implementation of CSS in their library. The questionnaire was distributed to 150 Malaysian libraries comprising samples of academic, public and special libraries. Descriptive and crosstabs statistics were used in the data analysis. The results of the study revealed that most libraries 1) start to implement CSS from year 2000 to 2010; 2) have applied CSS as a part of ISO requirement; 3) generally CSS is managed by Customer Services Division, 4) use Self Develop Instruments and study will be done on a yearly basis. The results also revealed that there are apparent lacks of CSS training and results distribution among the library staff. There are few suggestions on improving CSS such as forming focus group discussion, online survey, involve more respondents and create CSS standard among Malaysian library.
format Article
author Md Ishak, Amir Hussain
Sahak, Mohd Dasuki
spellingShingle Md Ishak, Amir Hussain
Sahak, Mohd Dasuki
The practices of customer satisfaction survey among Malaysian libraries
author_facet Md Ishak, Amir Hussain
Sahak, Mohd Dasuki
author_sort Md Ishak, Amir Hussain
title The practices of customer satisfaction survey among Malaysian libraries
title_short The practices of customer satisfaction survey among Malaysian libraries
title_full The practices of customer satisfaction survey among Malaysian libraries
title_fullStr The practices of customer satisfaction survey among Malaysian libraries
title_full_unstemmed The practices of customer satisfaction survey among Malaysian libraries
title_sort practices of customer satisfaction survey among malaysian libraries
publisher Persatuan Pustakawan Malaysia
publishDate 2014
url http://psasir.upm.edu.my/id/eprint/39348/1/The%20practices%20of%20customer%20satisfaction%20survey%20among%20Malaysian%20libraries.pdf
http://psasir.upm.edu.my/id/eprint/39348/
_version_ 1643832397660160000
score 13.211869

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