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

Md Nadzir, Mohamad Norhaswandi and Nazuki, Nabila Anis (2018) 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. [Student Project] (Submitted)

Abstract

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.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Md Nadzir, Mohamad Norhaswandi
2016598671
Nazuki, Nabila Anis
2016307067
Subjects: Z Bibliography. Library Science. Information Resources > Public libraries
Z Bibliography. Library Science. Information Resources > Library Science. Information Science > Library administration
Z Bibliography. Library Science. Information Resources > Library Science. Information Science > Automation
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus > Faculty of Administrative Science and Policy Studies
Programme: Bachelor of Administrative Science
Keywords: Users’ Satisfaction, SERVQUAL Dimension, Reliability, Assurance, Tangibility, Empathy, Responsiveness, Sungai Petani Public Library, Kedah
Date: December 2018
URI: https://ir.uitm.edu.my/id/eprint/42406
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