Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library

Global competition among academic institutions has compelled university libraries to transform their conventional services and traditional roles to a more sophisticated, all-round service provider that can deliver their best services to their users. University libraries must cater the expansion of i...

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Main Authors:	Suziyana, Mat Dahan, Mohd Yusof, Taib, Nurhaizan, Mohd Zainudin, Fadzida, Ismail
Format:	Article
Language:	English
Published:	Elsevier Ltd 2016
Subjects:	HD28 Management. Industrial Management TJ Mechanical engineering and machinery
Online Access:	http://umpir.ump.edu.my/id/eprint/11867/ http://umpir.ump.edu.my/id/eprint/11867/ http://umpir.ump.edu.my/id/eprint/11867/ http://umpir.ump.edu.my/id/eprint/11867/7/Surveying%20Users.pdf

id	ump-11867
recordtype	eprints
spelling	ump-118672018-01-31T04:14:12Z http://umpir.ump.edu.my/id/eprint/11867/ Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library Suziyana, Mat Dahan Mohd Yusof, Taib Nurhaizan, Mohd Zainudin Fadzida, Ismail HD28 Management. Industrial Management TJ Mechanical engineering and machinery Global competition among academic institutions has compelled university libraries to transform their conventional services and traditional roles to a more sophisticated, all-round service provider that can deliver their best services to their users. University libraries must cater the expansion of information sources, the high demand of users and information application as well as high student enrolments and competition among service sectors. The ability of an academic library to fulfill its user expectations will yield user satisfaction for its services. Primarily, research on assessing users' perception on the level of service quality focuses on finding ways to meet or exceed users' expectations. This study nevertheless aimed to measure students' perception and their satisfaction level of services provided by the UMP library and customized a new measuring tool on service quality and perspectives of library users based on the LibQUAL Model. A customized survey instrument was developed based on the model, consisting of 30 items measuring the level of four service dimensions and user satisfaction with an additional five items examining user satisfaction on general services. The Cronbach's alpha range is from 0.813 to 0.942, which was adequately greater than the recommended value of 0.7, thus exhibiting good internal reliability of the constructs. The result of the study reported positive values for both gap analyses in all service quality dimensions. Based on 382 respondent feedbacks, results showed that the perceived service quality level exceeded users' acceptable level on minimum service and desired service. Specifically, the users are satisfied with the services provided. Results from this study serveas a guide for effective decision making by the library in its administration and resource allocation to ensure accomplishment of the library's vision and mission. Elsevier Ltd 2016 Article PeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/11867/7/Surveying%20Users.pdf Suziyana, Mat Dahan and Mohd Yusof, Taib and Nurhaizan, Mohd Zainudin and Fadzida, Ismail (2016) Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library. The Journal of Academic Librarianship, 42 (1). pp. 38-43. ISSN 0099-1333 http://dx.doi.org/10.1016/j.acalib.2015.10.006 DOI: 10.1016/j.acalib.2015.10.006
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Malaysia Pahang
building	UMP Institutional Repository
collection	Online Access
language	English
topic	HD28 Management. Industrial Management TJ Mechanical engineering and machinery
spellingShingle	HD28 Management. Industrial Management TJ Mechanical engineering and machinery Suziyana, Mat Dahan Mohd Yusof, Taib Nurhaizan, Mohd Zainudin Fadzida, Ismail Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library
description	Global competition among academic institutions has compelled university libraries to transform their conventional services and traditional roles to a more sophisticated, all-round service provider that can deliver their best services to their users. University libraries must cater the expansion of information sources, the high demand of users and information application as well as high student enrolments and competition among service sectors. The ability of an academic library to fulfill its user expectations will yield user satisfaction for its services. Primarily, research on assessing users' perception on the level of service quality focuses on finding ways to meet or exceed users' expectations. This study nevertheless aimed to measure students' perception and their satisfaction level of services provided by the UMP library and customized a new measuring tool on service quality and perspectives of library users based on the LibQUAL Model. A customized survey instrument was developed based on the model, consisting of 30 items measuring the level of four service dimensions and user satisfaction with an additional five items examining user satisfaction on general services. The Cronbach's alpha range is from 0.813 to 0.942, which was adequately greater than the recommended value of 0.7, thus exhibiting good internal reliability of the constructs. The result of the study reported positive values for both gap analyses in all service quality dimensions. Based on 382 respondent feedbacks, results showed that the perceived service quality level exceeded users' acceptable level on minimum service and desired service. Specifically, the users are satisfied with the services provided. Results from this study serveas a guide for effective decision making by the library in its administration and resource allocation to ensure accomplishment of the library's vision and mission.
format	Article
author	Suziyana, Mat Dahan Mohd Yusof, Taib Nurhaizan, Mohd Zainudin Fadzida, Ismail
author_facet	Suziyana, Mat Dahan Mohd Yusof, Taib Nurhaizan, Mohd Zainudin Fadzida, Ismail
author_sort	Suziyana, Mat Dahan
title	Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library
title_short	Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library
title_full	Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library
title_fullStr	Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library
title_full_unstemmed	Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library
title_sort	surveying users' perception of academic library services quality: a case study in universiti malaysia pahang (ump) library
publisher	Elsevier Ltd
publishDate	2016
url	http://umpir.ump.edu.my/id/eprint/11867/ http://umpir.ump.edu.my/id/eprint/11867/ http://umpir.ump.edu.my/id/eprint/11867/ http://umpir.ump.edu.my/id/eprint/11867/7/Surveying%20Users.pdf
first_indexed	2023-09-18T22:12:53Z
last_indexed	2023-09-18T22:12:53Z
_version_	1777415145201336320

Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library

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