A Study on the relationship of the SERVQUAL Dimensions that affecting users’ satisfaction at Sungai Petani Public Library / Mohamad Norhaswandi Md Nadzir and Nabila Anis Nazuki

This research was conducted to study the relationship of the SERVQUAL dimensions that affecting users’ satisfaction at Sungai Petani public library. This study conducted in order to determine which factors need to be highlight by public library to ensure that their users give a positive comment and recommendation about their library to others and also to increase their tendency to visit again to those libraries in future. In this study the quantitative research method had been used in which relies on the primary data from a survey which involve the patients in Sungai Petani Public Library. The total sample size for this study is 285 respondents from the population in a month 1088 people. This study had conducted on this amount of sample sizes and the data had been collected within the time period. The analysis on the findings for this study have managed to answers all objective stated. The findings, the researcher has found out there is relationship between the users’ satisfaction with all the independent variables. The independent variables show that there is a significant relationship between the variables. Therefore, it could be concluded that there was relationship between SERVQUAL Dimensions toward users’ satisfaction in the Sungai Petani Public Library.