A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor

Student satisfaction is an important aspect for the successfulness of academic library
services. The purpose of this study is to examine the relationship between service quality
and students’ satisfaction. In addition, service quality dimension is one of the dimensions
that contribute to students’ satisfaction at academic library. Service quality includes
reliability, assurance, tangibility, empathy and responsiveness. A survey was conducted at
Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM). The data were
collected using a self-administered questionnaire from 377 respondents using a stratified
sampling technique. However only 279 responses with 74% response rate were deemed
suitable for further analysis. The result of this study indicates that there is high level of
students’ satisfaction at PSB (UUM) and reliability is the most influential factor that
contribute to students’ satisfaction at PSB (UUM). This study reveals that all hypothesis on
service quality dimensions listed were accepted.