Library customer satisfaction (LCS) at library of Universiti Tun Hussein Onn Malaysia: a study of space, facilities and services

Che Rusuli, Muhamad Saufi and Torehman@Rosmaini, Tasmin and Hashim, Norazlin and Che Ismail, Siti Afifah (2012) Library customer satisfaction (LCS) at library of Universiti Tun Hussein Onn Malaysia: a study of space, facilities and services. In: International Conference on Active Learning (ICAL 2012), 18-20 September 2012, UTeM, Melaka.

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Abstract

Consideration of customer satisfaction should be an essential part of evaluating library performance. Satisfaction depends, to some extent, on customer expectations of space, facilities and services. The purpose of this study is to evaluate the "Outcome Budget Evaluation (OBE)" for gauging the level of space, services and facilities available in the library of past and present. Therefore, a focus group of 60 degree-level students across seven faculties was selected using the ―Lead User‖ method. These students who have been using both infrastructures; both the old and new UTHM libraries, are involved with parameters as space, services and facilities. A self-administered quantitative survey is designed and executed to measure the library performance. In overall, results of this study reveal that 98 percent of respondents are very satisfied with the present library including space, facilities and services. Lesson learned in this study has implications not only on student satisfaction, however much more internal perspectives on space, facilities and services in the library.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:library customer satisfaction; lead user; outcome budget evaluation (OBE); satisfaction
Subjects:Z Bibliography. Library Science. Information Resources > Z719 Libraries (General)
Divisions:Library > General Items
ID Code:3303
Deposited By:Normajihan Abd. Rahman
Deposited On:08 Jan 2013 11:44
Last Modified:21 Jan 2015 16:10

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