A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor
Student satisfaction is an important aspect for the successfulness of academic library services. The purpose of this study is to examine the relationship between service quality and students’ satisfaction. In addition, service quality dimension is one of the dimensions that contribute to students...
| Main Authors: | , |
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| Format: | Student Project |
| Language: | English |
| Published: |
2018
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/30918/ |
| _version_ | 1848807621344100352 |
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| author | Ismail, Nor Syakiroh Abu Masor, Siti Shakinah |
| author_facet | Ismail, Nor Syakiroh Abu Masor, Siti Shakinah |
| author_sort | Ismail, Nor Syakiroh |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Student satisfaction is an important aspect for the successfulness of academic library
services. The purpose of this study is to examine the relationship between service quality
and students’ satisfaction. In addition, service quality dimension is one of the dimensions
that contribute to students’ satisfaction at academic library. Service quality includes
reliability, assurance, tangibility, empathy and responsiveness. A survey was conducted at
Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM). The data were
collected using a self-administered questionnaire from 377 respondents using a stratified
sampling technique. However only 279 responses with 74% response rate were deemed
suitable for further analysis. The result of this study indicates that there is high level of
students’ satisfaction at PSB (UUM) and reliability is the most influential factor that
contribute to students’ satisfaction at PSB (UUM). This study reveals that all hypothesis on
service quality dimensions listed were accepted. |
| first_indexed | 2025-11-14T22:45:44Z |
| format | Student Project |
| id | uitm-30918 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:45:44Z |
| publishDate | 2018 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-309182020-06-10T09:03:27Z https://ir.uitm.edu.my/id/eprint/30918/ A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor Ismail, Nor Syakiroh Abu Masor, Siti Shakinah Library education. Training University and college. Academic libraries Student satisfaction is an important aspect for the successfulness of academic library services. The purpose of this study is to examine the relationship between service quality and students’ satisfaction. In addition, service quality dimension is one of the dimensions that contribute to students’ satisfaction at academic library. Service quality includes reliability, assurance, tangibility, empathy and responsiveness. A survey was conducted at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM). The data were collected using a self-administered questionnaire from 377 respondents using a stratified sampling technique. However only 279 responses with 74% response rate were deemed suitable for further analysis. The result of this study indicates that there is high level of students’ satisfaction at PSB (UUM) and reliability is the most influential factor that contribute to students’ satisfaction at PSB (UUM). This study reveals that all hypothesis on service quality dimensions listed were accepted. 2018-07 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/30918/1/PPb_NOR%20SYAKIROH%20BINTI%20ISMAIL%20AM%20K%2018_5.pdf Ismail, Nor Syakiroh and Abu Masor, Siti Shakinah (2018) A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor. (2018) [Student Project] (Unpublished) |
| spellingShingle | Library education. Training University and college. Academic libraries Ismail, Nor Syakiroh Abu Masor, Siti Shakinah A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor |
| title | A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor |
| title_full | A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor |
| title_fullStr | A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor |
| title_full_unstemmed | A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor |
| title_short | A study on service quality and students' satisfaction at Perpustakaan Sultanah Bahiyah, Universiti Utara Malaysia (UUM) / Nor Syakiroh Ismail and Siti Shakinah Abu Masor |
| title_sort | study on service quality and students' satisfaction at perpustakaan sultanah bahiyah, universiti utara malaysia (uum) / nor syakiroh ismail and siti shakinah abu masor |
| topic | Library education. Training University and college. Academic libraries |
| url | https://ir.uitm.edu.my/id/eprint/30918/ |