Quality service performance model in academic library: a case study at research University (USM) / Junaida Ismail ... [et al.]

Ismail, Junaida and Ladisma@ Awis, Mahadir and Musa Sharunizam Shari, Aishah and Abu, Roziya (2009) Quality service performance model in academic library: a case study at research University (USM) / Junaida Ismail ... [et al.]. [Research Reports] (Unpublished)

Abstract

This study in particular scrutinizes the quality service in academic library. The reason for choosing academic libraries at Research University (USM) is because this university by virtue provides service par excellence. Thus, the implementation of quality service could be a guideline or standards to others. The objectives of this study are i) to determine whether there exits a relationship between the five dimensions and the service quality of an academic library at Research University (USM); ii) to determine the elements in each dimension that contributed to the service performance of an academic library at Research University (USM) and ill) to evaluate the most dominant dimension that influences the services quality performance in an academic library at the research University (USM). This study will employ the basic SERVQUAL model by Parasuraman (1996). Five determinant of quality service has been pre-identified which are Library as a Place (Tangible), Collections, Access, Reliability and Empathy. The sampling technique that had been used in this research was the Stratified Random Sampling. There are 377 respondents of academic libraries at research university (USM) involved. A set of questionnaire were developed to collect the data. The findings of this study may give a useful insight to the quality services provided to the user.

Metadata

Item Type: Research Reports
Creators:
Creators
Email / ID Num.
Ismail, Junaida
UNSPECIFIED
Ladisma@ Awis, Mahadir
UNSPECIFIED
Musa Sharunizam Shari, Aishah
UNSPECIFIED
Abu, Roziya
UNSPECIFIED
Subjects: Z Bibliography. Library Science. Information Resources > University and college. Academic libraries
Z Bibliography. Library Science. Information Resources > Personnel. Librarians
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus > Research Management Institute (RMI), UiTM Cawangan Kedah
Keywords: Research University Library; Universiti Sains Malaysia (USM); Service quality;
Date: September 2009
URI: https://ir.uitm.edu.my/id/eprint/45634
Edit Item
Edit Item

Download

[thumbnail of 45634.pdf] Text
45634.pdf

Download (193kB)

Fulltext

Fulltext is available at:
  • Bilik Koleksi Akses Terhad | Kampus Sg Petani, Kedah

ID Number

45634

Indexing

|

Statistic

Statistic details