Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual
This paper discusses and reviews the literature and ultimately propose a conceptual framework linking service quality, customer satisfaction and customer loyalty within the Terengganu State Public Library (PPAT). It is designed to understand how service quality and customer satisfaction are perceive...
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| Format: | Article |
| Language: | English |
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Persatuan Pustakawan Malaysia
2015
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| Subjects: | |
| Online Access: | http://eprints.usm.my/34144/ http://eprints.usm.my/34144/1/4_UNISZA_Kamarulzaman_15.pdf |
| _version_ | 1848877263973515264 |
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| author | Mahmood, Kamarulzaman Mat Ali @ Salim, Nor Azman Mohamad, Mahadzirah |
| author_facet | Mahmood, Kamarulzaman Mat Ali @ Salim, Nor Azman Mohamad, Mahadzirah |
| author_sort | Mahmood, Kamarulzaman |
| building | USM Institutional Repository |
| collection | Online Access |
| description | This paper discusses and reviews the literature and ultimately propose a conceptual framework linking service quality, customer satisfaction and customer loyalty within the Terengganu State Public Library (PPAT). It is designed to understand how service quality and customer satisfaction are perceived as sources of loyalty by library’s customers. This study will use the LibQual questionnaire instruments as the main survey tool to collect information from the respondents. The findings of this study are expected to provide a reference and a bench mark to the public library’s stakeholders in order to enhance their services quality. |
| first_indexed | 2025-11-15T17:12:40Z |
| format | Article |
| id | usm-34144 |
| institution | Universiti Sains Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T17:12:40Z |
| publishDate | 2015 |
| publisher | Persatuan Pustakawan Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | usm-341442017-05-16T01:24:58Z http://eprints.usm.my/34144/ Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual Mahmood, Kamarulzaman Mat Ali @ Salim, Nor Azman Mohamad, Mahadzirah Z Bibliography. Library Science. Information Resources This paper discusses and reviews the literature and ultimately propose a conceptual framework linking service quality, customer satisfaction and customer loyalty within the Terengganu State Public Library (PPAT). It is designed to understand how service quality and customer satisfaction are perceived as sources of loyalty by library’s customers. This study will use the LibQual questionnaire instruments as the main survey tool to collect information from the respondents. The findings of this study are expected to provide a reference and a bench mark to the public library’s stakeholders in order to enhance their services quality. Persatuan Pustakawan Malaysia 2015 Article PeerReviewed application/pdf en http://eprints.usm.my/34144/1/4_UNISZA_Kamarulzaman_15.pdf Mahmood, Kamarulzaman and Mat Ali @ Salim, Nor Azman and Mohamad, Mahadzirah (2015) Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual. Jurnal PPM: Journal of Malaysian Librarians, 9. pp. 1-12. ISSN 1823-6308 http://www.myjurnal.my/public/browse-journal-view.php?id=271 |
| spellingShingle | Z Bibliography. Library Science. Information Resources Mahmood, Kamarulzaman Mat Ali @ Salim, Nor Azman Mohamad, Mahadzirah Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual |
| title | Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual |
| title_full | Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual |
| title_fullStr | Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual |
| title_full_unstemmed | Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual |
| title_short | Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual |
| title_sort | kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan perbadanan perpustakaan awam terengganu: kajian konseptual |
| topic | Z Bibliography. Library Science. Information Resources |
| url | http://eprints.usm.my/34144/ http://eprints.usm.my/34144/ http://eprints.usm.my/34144/1/4_UNISZA_Kamarulzaman_15.pdf |