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Page 1: PERPUSTAKAAN SULTAN ABDUL SAMAD CUSTOMER … · 2017-03-03 · PERPUSTAKAAN SULTAN ABDUL SAMAD CUSTOMER SATISFACTION SURVEY 2013 PURPOSE •To evaluate customer satisfaction on the
Page 2: PERPUSTAKAAN SULTAN ABDUL SAMAD CUSTOMER … · 2017-03-03 · PERPUSTAKAAN SULTAN ABDUL SAMAD CUSTOMER SATISFACTION SURVEY 2013 PURPOSE •To evaluate customer satisfaction on the

PERPUSTAKAAN SULTAN ABDUL SAMAD

CUSTOMER SATISFACTION SURVEY 2013

PURPOSE

• To evaluate customer satisfaction on the services offered by Perpustakaan Sultan Abdul Samad (PSAS) and to identify ways to improve and enhance our services.

METHODOLOGY

• A questionnaire comprises of 16 questions was designed and distributed to Undergraduate students, Postgraduate students and UPM staff. Respondents were also encouraged to answer via online at http://usurvey.upm.edu.my/index.php?sid=11596&lang=en . The survey was conducted in three phases:

• Phase 1: Undergraduates from 11th March – 2nd April 2013

• Phase 2: Postgraduates from 11th March – 7th July 2013

• Phase 3: UPM staff from 11th March – 19th September 2013

FINDINGS

• A total of 1,588 respondents answered to the questionnaires. The following charts summarized the results of the survey.

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DISTRIBUTION BY RESPONDENTS

Undergraduates 41.37%

Postgraduates 38.60%

Staff 20.03%

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DISTRIBUTION BY GENDER

GENDER UNDERGRADUATES POSTGRADUATES STAFF

Male 177 (26.94%) 288 (46.98%) 108 (33.96%)

Female 480 (73.06%) 325 (53.02%) 210 (66.04%)

Total 657 (100.00%) 613 (100.00%) 318 (100.00%)

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DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF

Faculty of Modern Language and Communication

8.37 8.65 10.38

Faculty of Biotechnology and Bimolecular Sciences

6.85 3.10 0.94

Faculty of Human Ecology 12.02 4.24 3.14

Faculty of Economics and Management 7.15 7.01 6.92

Faculty of Engineering 4.26 21.04 7.86

Faculty of Environmental Studies 1.98 2.28 10.38

Faculty of Educational Studies 5.94 9.46 0.31

Faculty of Forestry 2.59 3.10 9.75

Faculty of Agriculture 12.48 5.55 -

Faculty of Medicine and Health Science 5.63 5.87 12.89

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DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF

Faculty of Veterinary and Medicine 6.24 2.94 4.09

Faculty of Design and Architecture 1.22 2.12 3.77

Faculty of Science 13.09 4.89 1.89

Faculty of Food Science and Technology 1.07 2.94 1.57

Faculty of Computer Science and Information Technology

3.35 4.24 2.52

Faculty of Agriculture and Food Sciences (Bintulu)

5.48 0.16 9.12

Institute of Bioscience 0.15 0.65 0.63

College Chancellor 0.15 - -

Centre of Foundation Studies for Agriculture Science

1.98 - -

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DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF

Institute of Gerontology - 0.33 2.83

Institute of Agricultural and Food Policy Studies

- 0.33 -

Institute of Social Science Studies - 1.14 1.57

Institute of Mathematical Research (INSPEM) - 0.82 -

Institute of Halal Product Research - 2.28 0.31

Institute of Tropical Forestry and Forest Product

- 1.79 3.46

Institute of Tropical Agriculture - 0.82 -

Institute of Advanced Technology - 1.31 -

College Tun Perak - 0.16 -

College Kelima - - 0.31

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DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF

Registrar Office - - 0.31

School of Graduates Studies - 0.82 -

Sultan Abdul Samad Library - - 1.57

Information and Communication Development Centre

- - 0.31

Sport Centre - - 0.63

Bursar Office - - 0.31

Research Management Centre - - 0.31

Graduate School of Management - 1.31 -

Pusat Pendidikan Luar - 0.33 -

Academic Department - 0.16 -

Others - 0.16 -

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EVALUATIONS OF LIBRARIES

Main Library, 77.63%

Medical and Health Science Library, 5.78%

Veterinary Medicine Library,

6.24%

Engineering and Architecture

Library, 5.33%

Bintulu Campus Libray, 5.02%

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EVALUATIONS OF LIBRARIES

39%

43%

18%

Main Library

Postgraduates

Undergraduates

Staff

22%

59%

19%

Veterinary Medicine Library

Postgraduates

Undergraduates

Staff

36.9

24.27

38.83

Medicine and Health Science Library

Undergraduates

Postgraduates

Staff

22%

63%

15%

Engineering and Architecture Library

Undergraduates

Postgraduates

Staff

48.53

10.29

41.18

Bintulu Campus Library

Undergraduates

Postgraduates

Staff

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FREQUENCY OF LIBRARY VISITS

05

10152025303540

Undergraduates Postgraduates Staff

Everday 6.24 14.68 6.92

Three Times a Week 17.96 21.21 8.18

Two Times a Week 16.44 16.31 5.66

Once a Week 35.16 23.33 19.18

Others 17.2 18.27 24.53

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Perc

enta

ge (

%)

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FREQUENCY OF ONLINE DATABASES USAGE

Undergraduates Postgraduates Staff

Everyday 12.18 31.32 19.18

Three Times a Week 12.94 23.65 14.47

Twice a Week 14.16 14.52 8.49

Once a Week 34.7 16.97 20.13

Other 16.13 10.44 13.52

0

5

10

15

20

25

30

35

40P

erc

en

tage

(%

)

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LEARNING ENVIRONMENT

(TEMPERATURE AND LIGHTING)

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.12

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

1. Learning Environment: Temperature and Lighting

85.84 77.03 86.69 83.19

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COMPUTER FACILITIES

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.02

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

2. Computer Facilities 72.67 73.75 84.92 77.11

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HOTSPOT SYSTEM (WIFI / WIRELESS)

0

10

20

30

40

50

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 3.84

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

3. Hotspot System (WiFi / Wireless)

66.92 60.98 80.27 69.39

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LIBRARY COLLECTION

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.03

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

4. Library Collection 76.41 75.84 86.13 79.46

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ONLINE DATABASES / JOURNALS

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.10

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

5. Online Databases / Journals 78.84 79.47 84.99 81.1

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REFERENCE SERVICES

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.08

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

6. Reference Services 80.21 79.04 88.53 83.59

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SHELVING OF BOOKS / JOURNALS

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.13

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

7. Shelving of Books / Journals 83.03 79.69 89.33 84.02

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SELF CHECK MACHINE / BOOK DROP

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.21

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

8. Self Check Machine / Book Drop 85.67 82.14 89.28 85.70

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PHOTOCOPYING FACILITIES

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 3.83

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

9. Photocopying Facilities 67.74 63.1 76.63 69.16

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FRIENDLY STAFF

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.20

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

10. Friendly Staff 83.87 80.2 93.31 85.79

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LEARNING ENVIRONMENT

(TEMPERATURE AND LIGHTING) Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

1. Learning Environment (Temperature and Lighting)

94.82 96.0 95.16 95.33

0

10

20

30

40

50

60

70

80

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

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COMPUTER FACILITIES Percentage (%)

0

10

20

30

40

50

60

70

80

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

2. Computer facilities 92.99 92.08 94.82 93.30

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HOTSPOT SYSTEM (WIFI / WIRELESS)

Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

3. Hotspot system (WIFI/Wireless)

92.08 94.27 93.81 93.39

0

20

40

60

80

100

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

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LIBRARY COLLECTIONS

Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

4. Library collections (eg. Books, journals)

93.0 95.13 96.47 94.87

0

20

40

60

80

100

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

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ONLINE DATABASES / JOURNALS

Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

5. Online databases / journals (eg. Science Direct)

92.03 95.18 96.45 94.55

0

10

20

30

40

50

60

70

80

90

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

UJK CSS 2013 29

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REFERENCE SERVICES

Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

6. Reference services 93.4 91.2 95.44 93.35

0

10

20

30

40

50

60

70

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

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SHELVING OF BOOKS AND JOURNALS

Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

7. Shelving of books and journals

92.23 91.77 94.83 92.94

0

10

20

30

40

50

60

70

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

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SELF CHECK MACHINE / BOOK DROP

Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

8. Self check machine / Book drop machine

91.57 89.26 93.58 91.47

0

10

20

30

40

50

60

70

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

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PHOTOCOPYING FACILITIES

Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

9. Photocopying facilities 88.36 85.34 88.81 87.50

0

10

20

30

40

50

60

70

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

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FRIENDLY STAFF

Percentage (%)

Evaluated Items Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average

10. Friendly staff 94.06 94.14 97.43 95.21

0

10

20

30

40

50

60

70

80

Undergraduates Postgraduates Staff

Very Unimportant

Unimportant

Moderately Important

Important

Very Important

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IMPORTANCE LEVEL BY ITEMS Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

1. Learning Environment: Temperature and Lighting

94.82 96.0 95.16 95.33

2. Computer Facilities 92.99 92.08 94.82 93.30

3. Hotspot System (WIFI / Wireless) 92.08 94.27 93.81 93.39

4. Library Collection 93.0 95.13 96.47 94.87

5. Online Databases / Journals 92.03 95.18 96.45 94.55

6. Reference Services 93.4 91.2 95.44 93.35

7. Shelving of Books / Journals 92.23 91.77 94.83 92.94

8. Self Check Machine / Book Drop 91.57 89.26 93.58 91.47

9. Photocopying Facilities 88.36 85.34 88.81 87.50

10. Friendly Staff 94.06 94.14 97.43 95.21

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SATISFACTION LEVEL BY ITEMS Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

1. Learning Environment: Temperature and Lighting

85.84 77.03 86.69 83.19

2. Computer Facilities 72.67 73.75 84.92 77.11

3. Hotspot System (WiFi / Wireless) 66.92 60.98 80.27 69.39

4. Library Collection 76.41 75.84 86.13 79.46

5. Online Databases / Journals 78.84 79.47 84.99 81.1

6. Reference Services 80.21 79.04 88.53 83.59

7. Shelving of Books / Journals 83.03 79.69 89.33 84.02

8. Self Check Machine / Book Drop 85.67 82.14 89.28 85.70

9. Photocopying Facilities 67.74 63.1 76.63 69.16

10. Friendly Staff 83.87 80.2 93.31 85.79

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AVERAGE MEAN VALUE

IMPORTANCE LEVEL Evaluated Items Mean value

Undergraduates Postgraduates Staff Average

1. Learning Environment: Temperature and Lighting

4.64 4.67 4.58 4.63

2. Computer Facilities 4.61 4.57 4.6 4.59

3. Hotspot System (WIFI / Wireless) 4.59 4.7 4.6 4.63

4. Library Collection 4.58 4.69 4.65 4.64

5. Online Databases / Journals 4.57 4.74 4.64 4.65

6. Reference Services 4.55 4.53 4.58 4.55

7. Shelving of Books / Journals 4.54 4.52 4.55 4.54

8. Self Check Machine / Book Drop 4.53 4.45 4.46 4.48

9. Photocopying Facilities 4.53 4.35 4.34 4.41

10. Friendly Staff 4.46 4.64 4.68 4.59

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AVERAGE MEAN VALUE

SATISFACTION LEVEL Evaluated Items Mean value

Undergraduates Postgraduates Staff Average

1. Learning Environment: Temperature and Lighting

4.16 4.02 4.17 4.12

2. Computer Facilities 3.96 3.92 4.17 4.02

3. Hotspot System (WIFI / Wireless) 3.79 3.65 4.08 3.84

4. Library Collection 3.97 3.97 4.15 4.03

5. Online Databases / Journals 4.03 4.1 4.18 4.10

6. Reference Services 4.03 4.02 4.19 4.08

7. Shelving of Books / Journals 4.1 4.06 4.23 4.13

8. Self Check Machine / Book Drop 4.24 4.18 4.22 4.21

9. Photocopying Facilities 3.84 3.7 3.96 3.83

10. Friendly Staff 4.13 4.09 4.39 4.20

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PERFORMANCE GAP MEAN

IMPORTANCE LEVEL VS SATISFACTION LEVEL

Evaluated Items Average Mean Value

Importance Level Satisfaction Level Performance Gap

1. Learning Environment: Temperature and Lighting

4.69 4.12 0.57

2. Computer Facilities 4.59 4.02 0.57

3. Hotspot System (WIFI / Wireless) 4.63 3.84 0.79

4. Library Collection 4.64 4.03 0.61

5. Online Databases / Journals 4.65 4.1 0.55

6. Reference Services 4.55 4.08 0.47

7. Shelving of Books / Journals 4.54 4.13 0.41

8. Self Check Machine / Book Drop 4.48 4.21 0.27

9. Photocopying Facilities 4.41 3.83 0.58

10. Friendly Staff 4.59 4.2 0.39

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WHAT IS THE

LIBRARY

DOING

ABOUT IT?

PSAS received customer’s feedback through open

ended question. The following slides show responses from PSAS.

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LEARNING ENVIRONMENT

(TEMPERATURE & LIGHTING)

The temperature in the Library is not consistent (41 feedbacks)

Temperature is set at 24°C for A and B Block

Lighting is too bright and too low at some areas (7 feedbacks)

Old bulbs are replaced with new bulbs at certain areas. Lightings are

maintained from time to time

Upgrade learning environment (4 feedbacks). Please provide enough space to accommodate the engineering students (1 feedback)

It is not possible due to space and financial constraint.

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COMPUTER FACILITIES

Upgrade computer specification (16 feedbacks)

The specification for all leasing computers is set by the Equipment Leasing

Committee, UPM.

Add more computers (14 feedbacks)

The number of computers provided at Electronic Reference Room and Post

Graduate Wing are sufficient to accommodate the needs of the users

Provide PC at theses area (1 feedback)

Users are advised to use the computer provided at Electronic Reference Room and

Post Graduate Wing

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…COMPUTER FACILITIES

Provide touch screen computers (1 feedback)

The specification for all leasing computers is set by the Equipment Leasing

Committee, UPM.

Please provide PC without virus (1 feedback)

All computers at Electronic Reference Room and Post Graduate Wing are

equipped with anti-virus and deep freeze software to avoid virus attack.

Please provide PC without having to login (1 feedback)

Logging in is required to verify whether users are still active as UPM students/staff.

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HOTSPOT SYSTEM (WIFI / WIRELESS)

Increase WIFI speed (96 feedbacks)

PSAS has no control over this matter. Users are advised to forward their

complaints to InfoComm Development Centre (iDEC).

Provide automatic registration for UPM communities (2 feedbacks)

We are unable to purchase the system due to budget constraint.

Please provide WIFI without having to login (1 feedback)

Logging in is required to verify whether users are still active as UPM students/staff.

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LIBRARY COLLECTION (BOOKS/JOURNALS) Add new & recent books (46 feedbacks). Add new & recent books in subject agriculture (2), landscape architecture (1), engineering (1), manufacturing engineering (1), material science (1), wind power plant protection (1), hospital & technology management maintenance (1), mathematics (2), physic (1), performance management (1), Islamic religion (1)

The Library is always trying to fulfil books requested by faculty members. Table

below shows books received for the year 2013:

No. Faculty

No. of Title

Requested

No. of Title

Ordered

No. of Title

Received

No. of Copy

Received

RM

1 Engineering 381 367 339 340 127,573.78

2 Design and Architecture 376 350 350 350 96,058.94

3 Science 247 230 222 222 87,359.75

4 Food Science and Technology 203 181 171 171 96,498.69

5 Biotechnology and Biomolecular Sciences 239 217 215 215 99,205.38

6 Environmental Studies 317 279 244 244 88,628.15

7 Forestry 256 231 226 226 63,875.93

8 Agriculture 471 455 446 452 131,504.61

9 Educational Studies 545 488 441 441 88,339.03

10 Human Ecology 385 384 324 324 96,457.57

11 Modern Language and Communication 869 701 669 669 83,559.65

12 Economics and Management 295 257 240 240 89,835.81

13 Computer Science and Information Technology 369 292 246 257 82,529.99

14 Medicine and Health Sciences 1057 735 712 753 216,515.76

15 Veterinary Medicine 643 498 466 628 188,380.09

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…LIBRARY COLLECTION (BOOKS/JOURNALS)

Add books of other languages e.g. Arabic, Chinese, etc. (5 feedbacks)

At present, library has 4876 books on Arabic language and 5509 books on

Chinese language. Library has also acquired 121 books on Tamil language recently

and continuously will acquire books in other languages based on faculty request.

Could not find library book list in the library website (2 feedbacks)

Library new book list is displayed at library catalogue web page. Click on OPAC icon

at library website to get the page.

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Display new book cover at the foyer (2 feedbacks)

Your suggestion will be taken into consideration in the future.

Books transferred to Engineering Library create difficulties for the Faculty of Science students to use it (1 feedback)

Users are advised to suggest those titles by filling up the request form

available at the Readers Advisory Desk, Level 1, A Block. However, only

academicians and post graduate students are allowed to request for library

book purchase.

Buy more newspapers or magazines for each language (3 feedbacks) & medical science magazine (1 feedback)

Most local newspapers are being subscribed, some even have the online version that

can be accessed for free. The Library is not subscribing to print titles any more due to

budget constraint. Medical information is accessible through medical databases

subscribed by the Library e.g. LWW, Ovid, Karger, JOVE, EBSCO medical package

etc.

…LIBRARY COLLECTION (BOOKS/JOURNALS)

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LIBRARY COLLECTION (THESES)

Sometimes hard to find theses in the library (1 feedback)

Full-text online theses for Masters and Ph.D is accessible via e-Theses at

PSAS website. Click icon UPM e-Theses or

click Electronic Resources and choose required theses from e-Theses.

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…LIBRARY COLLECTION (THESES)

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Full-text online theses for UPM Masters and Ph.D students are accessible

on UPM intranet for Serdang and Bintulu Campus using Internet

Explorer browser, Google Chrome, etc. except Mozilla Firefox browser.

Click at UPM eTheses (Intranet only).

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ONLINE DATABASE

The current library collections of e-books are obsolete, more effort needed to get current e-books that relates with contemporary issues (1 feedback). Subscribe more e-book (1 feedback).

The Library has subscribed e-books published by 18 publishers in all

disciplines. Among the common publishers are CABI (Agriculture related

areas), Emerald (Business, Management, Economic and Social Science), RSC

(Chemistry) and Springer (Medicine, Life Sciences, Biomedical Sciences,

Chemistry, Physics). Others are acquired “on one time purchase” which

include RIBA (Architecture), Karger (Medicine), Manson (Life Sciences) etc.

More e-books will be subscribed from time to time when budget allows.

Subscribe more online databases (22 feedbacks). Subscribe to a specific database Wiley Online (2), Web of Science (1), ISI Web Knowledge (2), Science Direct (1)

Library subscribed to Science Direct and Wiley Online, The Library has already

subscribed to SCOPUS and has decided not to subscribe to Web of Science due

to budget constraint.

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Hard to access the online journal from outside UPM (2 feedbacks)

- Please refer to Graduate School Office (GSO) / Putra Business School /

UPMET Office (Postgraduates) or the respective faculties (Undergraduates)

to check your current status (active/inactive).

- Check the network configuration (firewall) of your notebook.

- Verify with your IT personnel at your site to check whether UPM Internet

Protocol Address (IP) is being blocked.

The library doesn’t have a good website to have an important journal (1 feedback)

The design of UPM website has been standardized for all entities in UPM. On-

going discussion is being carried out to improve the content and the design of

the website.

…ONLINE DATABASE

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INFORMATION LITERACY PROGRAM

Increase the number of information literacy classes (2 feedbacks)

For year 2013, 440 information literacy classes are conducted by PSAS. It

consists of scheduled classes, conducted from time to time for staff and

students (two classes every week on Tuesday). On-going programs are

offered to all students and staff upon request. Classes are conducted by the

Faculty Liaison Librarian. Library orientation sessions are also conducted for

new student intake for a duration of 2 weeks during the beginning of the

first semester.

Online reference - difficult to search using jet P (2 feedbacks)

User guide for JetP was made available to give assistance to users.

Url http://www.jetp.com.my/upm/doc/jetpguide.pdf. Liaison librarian are

providing services to assist/educate users on how to access JetP. Users are free to

contact the liaison librarians to arrange for classes or even to have one-to-one

research assistance.

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REFERENCE SERVICE

Provide Virtual Reference Inquiry Service e.g. Live Chat (1 feedback)

Currently we are offering reference service via :

- face to face at Readers Advisory Desk, Reference Division and Liaison

Librarian

- telephone 03-89468642

- e-mail: [email protected]

- fax: 03-89483745

- Official letter: Perpustakaan Sultan Abdul Samad, Universiti Putra

Malaysia, 43400 UPM Serdang, Selangor

The Library would consider to offer Virtual Reference Inquiry Service in

the future

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Some books ‘available’ in the system but not available on shelves (7 feedbacks)

Sometimes the book is referred by other users in the reading area. However, we

do not deny that some of the books were lost and the students hide the books.

If you are facing with such problem, please refer to the Readers Advisory Desk

for assistance.

Please shelve books on time (1 feedback). Journals not shelved properly (1 feedback)

Books returned before 4.30 pm are shelved back on the same day. Journals

are shelved once a day. However, journals with the call no. “PE” are heavily

used and we are facing problem to monitor it.

Confuse with the shelving system. Provide guide board/legend/book map for easy retrieval (2 feedbacks)

Guide to the shelving system is displayed on the table besides the computer of

WebOPAC. It guides the users the range of call numbers and shelve numbers.

SHELVING OF BOOKS/JOURNALS

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Please provide extra self-check machine (11 feedbacks)

The number of self-check machines provided is sufficient enough.

Self check machine sometimes does not function (6 feedbacks)

You may go to Counter 1 or Counter 2 to borrow your books. System and

Information Technology Division will take necessary action on the faulty

machine.

Open Book Drop 24 hours a day (1 feedback)

Book drop is available 24 hours a day unless it is raining or the book drop is full.

SELF CHECK MACHINE / BOOK DROP

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Provide more photocopying machines (7 feedbacks)

The Library is providing enough photocopying machines at this location:

PHOTOCOPYING MACHINE

Libraries Location 2012 2013 2014

Main Library

A Block Ground Level 0 0 0

A Block Level 1 1 1 1

A Block Level 2 4 0 0

B Block Ground Level 1 3 3

B Block Level 1 2 1 1

B Block Level 2 1 4 4

Medical Library Level 1 1 1 1

Veterinary Library Ground Level 2 2 2

Engineering Library Ground Level 1 1 1

Bintulu Campus Library Ground Level 2 2 2

Level 1 1 0 0

Total 16 15 15 UJK CSS 2013 56

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Provide stand-by staff to assist/educate students on how to use the photocopying machine (5 feedbacks)

The instructions on how to use the photocopying machine are provided besides

the photocopying machine.

Open photocopying counter during lunch hour (2 feedbacks)

The photocopying machine company could not provide staff during lunch

due to budget constraint.

Provide scanning facilities (3 feedbacks)

Scanning facilities are also available at all photocopying machines. Alternatively,

scanning facilities are also provided at Training and Support Service Division (Ground

Level, A Block).

…PHOTOCOPYING MACHINE

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Photocopying cost in Bintulu Campus Library is more expensive (4 feedbacks)

The rates that are charged to the users, are based on decision making by the

Management Team of Bintulu Campus.

Lack of photocopying service signage (2 feedbacks)

The signage will be put up as soon as possible.

Integrate photocopying services charges in the student book plan (1 feedback)

Photocopying service is operated a vendor (not by the Library). Thus, it is beyond

our control.

…PHOTOCOPYING MACHINE

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Staff at the Counter/Post Graduate Wing Counter/Information Counter is unfriendly and not helpful (33 feedbacks)

It is our responsibility to serve users in the polite and friendly manner.

Several trainings for the counter staff have been conducted to instil in them

good counter service. We regret for any unfriendly manners that might

occur.

Please assign staff at every level (2 feedbacks)

Circulation Division has allocated a staff at level 1, A Block to help users to

search for books that are not found on the shelves. However, at the moment, it

is not possible to assign staff at every level due to shortage of staff.

STAFF

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The OPAC system should be improved, the searching of book should be more in advance that it can be search according to year, name, etc. (1 feedback)

We are in the process of upgrading the web OPAC interface.

Online notifications sometimes does not work (1 feedback)

- Please check spam/junk mailbox.

- Please go to counter 3 to verify your email address.

Squeaking trolleys disturbed users (1 feedback)

20 units of new trolleys were bought in 2013 to replace the squeaking trolleys.

LIBRARY FACILITIES

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PSAS would like to thank you for

your response to our survey. Your

feedback are very much appreciated

and will be of great help for us to

improve our services.

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