Service quality and customer satifaction: A Study of Centre For Academic Services (CAIS) Unimas / Felicia Winnie Bantan

The basic purpose of this paper is to evaluate the quality of library services and the customer satisfaction at Centre for Academic Information Services (CAIS), UNIMAS. The survey method was selected for the study and a modified SERVQUAL questionnaire was used as instrument to collect data from the students. Because of the large population, random sampling was applied and 100 questionnaires were distributed. Analysis of the collected data revealed that there is a significant relationship between service quality and customer satisfaction. The study will be useful for those library professionals who wish to investigate the strengths, weakness and threats in their library services and who also intend to enhance the quality of these service.