Customer satisfaction on internet services of Pustaka Negeri Sarawak / Ahmad Soffian Jemadi

This paper draws on customer satisfaction in the aspect of services. It is focusing on the Internet services provided by Pustaka Negeri Sarawak. Pustaka Negeri Sarawak is a center of knowledge especially for Kuching society. The role of Pustaka as a center of knowledge is very important for current and next generation to equip themselves with knowledge. As to enhance the image and provide quality service to their user, therefore conducting a study regarding on the service provided a very much needed, in order to know whether the user are satisfied or not satisfied with the service provided. The customer satisfaction will be determined based on five determinants of service quality they are tangible, responsiveness, empathy, reliability and assurance. The study will covered both
functional and technical quality of the services.