Kajian Kepuasan Pelanggan Perpustakaan Universiti Awan di Malaysia

Nurulhuda Ramli, Chai Siew Run, Fazli Idris


This study looks into the relationship between service quality and customer satisfaction in the library of a public institution of higher learning in Malaysia. The quality of services is grouped as frontline, core and peripheral services. A total of 145 students comprising 82 undergraduates and 63 postgraduates form the sample. Service performances are then tested against the customer satisfaction. The result shows that service performances are significantly related with customer satisfaction. Based on the results, theoritical and empitical justifications are offered.

Kajian ini melihat hubungan di antara perkhidmatan dan kepuasan pelanggan di sebuah perpustakaan insttitusi pengajian awam di Malaysia. Kualiti perkhidmatan dalam kajian ini dibahagikan; perkhidmatan barisan hadapan, perkhidmatan asas, dan perkhidmatan sampingan. Responden dalam kajian ini adalah terdiri daripada 82 orang prasiswazah dan 63 orang pelajar siswazah. Prestasi perkhidmatan kemudiannya diuji kaitannya dengan tahap kepuasan pelanggan. Hasil kajian mendapati prestasi perkhidmatan mempunyai hubungan yang signifikan dengan tahap kepuasan pelanggan. Berdasarkan hasil dapatan, ulasan diberikan dari segi teori empirikal. 


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