Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar

This study identified what the users of the UPM library perceive to be the quality of the Reader’s Advisory Desk Service, to establish the extent to which the reader advisor meets the users’ satisfaction of the services provided, and to investigate the quality of the Reader’s Advisory Desk Service...

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Main Authors:	Iberahim, Zubaidah, Mohd Nadzar, Fuziah
Format:	Article
Language:	English
Published:	Faculty of Information Management 2011
Subjects:	Information organization Information services. Information centers
Online Access:	http://ir.uitm.edu.my/id/eprint/8288/ http://ir.uitm.edu.my/id/eprint/8288/ http://ir.uitm.edu.my/id/eprint/8288/1/AJ_ZUBAIDAH%20IBERAHIM%20JIKM%20SA%2011.pdf

id	uitm-8288
recordtype	eprints
spelling	uitm-82882019-06-19T07:40:15Z http://ir.uitm.edu.my/id/eprint/8288/ Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar Iberahim, Zubaidah Mohd Nadzar, Fuziah Information organization Information services. Information centers This study identified what the users of the UPM library perceive to be the quality of the Reader’s Advisory Desk Service, to establish the extent to which the reader advisor meets the users’ satisfaction of the services provided, and to investigate the quality of the Reader’s Advisory Desk Service and its relationship with satisfaction. This study was done in UPM library and 40 respondents were selected. SERVQUAL questionnaires were distributed as the research for the data gathering. Purposive sampling/judgment sampling was the sampling technique chosen to determine the size of respondents selected. Purposive sampling was chosen because it represents only the respondents who posed questions and problems to the Reader’s Advisory Desk Service of the UPM Library or the respondents who have been identified as a frequent users of the Reader’s Advisory Desk Service. Thereby, it is confined to the specific types of respondents or specific target groups who can provide the desired information. Overall, majority of the users were satisfied with Reader’s Advisory Desk service offered based on the service parameters of “tangibles, responsiveness, reliability, assurance and empathy of service.” Arising from these results, this study revealed that there is significant positive relationship between the effectiveness of the Reader’s Advisory Desk service and users’ satisfaction; and by further improving the quality of the service; it will lead to users’ needs being met and their level of satisfaction being fulfilled. This study systematically examined a reference activity which is the effectiveness of Reader’s Advisory Desk service views on the nature and practice in UPM library specifically. Faculty of Information Management 2011-06 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/8288/1/AJ_ZUBAIDAH%20IBERAHIM%20JIKM%20SA%2011.pdf Iberahim, Zubaidah and Mohd Nadzar, Fuziah (2011) Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar. Journal of Information and Knowledge Management (JIKM), 1 (1). pp. 37-54. ISSN ISSN:2231-8836 ; E-ISSN:2289-5337 https://ijikm.uitm.edu.my/
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Information organization Information services. Information centers
spellingShingle	Information organization Information services. Information centers Iberahim, Zubaidah Mohd Nadzar, Fuziah Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar
description	This study identified what the users of the UPM library perceive to be the quality of the Reader’s Advisory Desk Service, to establish the extent to which the reader advisor meets the users’ satisfaction of the services provided, and to investigate the quality of the Reader’s Advisory Desk Service and its relationship with satisfaction. This study was done in UPM library and 40 respondents were selected. SERVQUAL questionnaires were distributed as the research for the data gathering. Purposive sampling/judgment sampling was the sampling technique chosen to determine the size of respondents selected. Purposive sampling was chosen because it represents only the respondents who posed questions and problems to the Reader’s Advisory Desk Service of the UPM Library or the respondents who have been identified as a frequent users of the Reader’s Advisory Desk Service. Thereby, it is confined to the specific types of respondents or specific target groups who can provide the desired information. Overall, majority of the users were satisfied with Reader’s Advisory Desk service offered based on the service parameters of “tangibles, responsiveness, reliability, assurance and empathy of service.” Arising from these results, this study revealed that there is significant positive relationship between the effectiveness of the Reader’s Advisory Desk service and users’ satisfaction; and by further improving the quality of the service; it will lead to users’ needs being met and their level of satisfaction being fulfilled. This study systematically examined a reference activity which is the effectiveness of Reader’s Advisory Desk service views on the nature and practice in UPM library specifically.
format	Article
author	Iberahim, Zubaidah Mohd Nadzar, Fuziah
author_facet	Iberahim, Zubaidah Mohd Nadzar, Fuziah
author_sort	Iberahim, Zubaidah
title	Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar
title_short	Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar
title_full	Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar
title_fullStr	Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar
title_full_unstemmed	Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar
title_sort	service quality and user satisfaction of the reader’s advisory desk service : a case study of university putra malaysia library / zubaidah iberahim and fuziah mohd nadzar
publisher	Faculty of Information Management
publishDate	2011
url	http://ir.uitm.edu.my/id/eprint/8288/ http://ir.uitm.edu.my/id/eprint/8288/ http://ir.uitm.edu.my/id/eprint/8288/1/AJ_ZUBAIDAH%20IBERAHIM%20JIKM%20SA%2011.pdf
first_indexed	2023-09-18T22:47:20Z
last_indexed	2023-09-18T22:47:20Z
_version_	1777417312448544768

Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar

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