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An empirical study of library customer satisfaction (LCS) model in Malaysian academic libraries

Che Rusuli, Muhamad Saufi and Tasmin, Rosmaini (2012) An empirical study of library customer satisfaction (LCS) model in Malaysian academic libraries. In: Terengganu International Business and Economics Conference (TIBEC III), 18 - 20 October 2012, Terengganu, Malaysia.


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The concept of customer satisfaction has attracted much attention in recent years. Nowadays, organizations still try to analyze this concept begin with understanding of various customer satisfaction models exist. This paper emphasis existing customer satisfaction models for assessing the relationship of overall satisfaction towards organizatiodcompany product or services. This paper gives an overview of various models customer satisfaction from the any perspective to suits in knowledge management practices and library customer satisfaction at Malaysian universities. Coverage is thus limited to materials published in library literature. However, this paper discusses the relevance material from existing models which is suitable to apply in a domain of library customer satisfaction.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: customer satisfaction model; knowledge management; library user satisfaction
Subjects: Z Bibliography. Library Science. Information Resources > Z719 Libraries (General)
Divisions: Library > General Items
Depositing User: Normajihan Abd. Rahman
Date Deposited: 08 Jan 2013 04:19
Last Modified: 21 Jan 2015 08:10
URI: http://eprints.uthm.edu.my/id/eprint/3355
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