Library customer satisfaction (LCS) at library of Universiti Tun Hussein Onn Malaysia: a study of space, facilities and services
Consideration of customer satisfaction should be an essential part of evaluating library performance. Satisfaction depends, to some extent, on customer expectations of space, facilities and services. The purpose of this study is to evaluate the "Outcome Budget Evaluation (OBE)" for gauging...
| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
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2012
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/3303/ http://eprints.uthm.edu.my/3303/1/Library_Customer_Satisfaction_(LCS).pdf |
| Summary: | Consideration of customer satisfaction should be an essential part of evaluating library performance. Satisfaction depends, to some extent, on customer expectations of space, facilities and services. The purpose of this study is to evaluate the "Outcome Budget Evaluation (OBE)" for gauging the level of space, services and facilities available in the library of past and present. Therefore, a focus group of 60 degree-level students across seven faculties was selected using the ―Lead User‖ method. These students who have been using both infrastructures; both the old and new UTHM libraries, are involved with parameters as space, services and facilities. A self-administered quantitative survey is designed and executed to measure the library performance. In overall, results of this study reveal that 98 percent of respondents are very satisfied with the present library including space, facilities and services. Lesson learned in this study has implications not only on student satisfaction, however much more internal perspectives on space, facilities and services in the library. |
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