perpustakaan sultan abdul samad customer …faculty of medicine and health science 5.24 1.57 35.03 7...

PERPUSTAKAAN SULTAN ABDUL SAMAD

CUSTOMER SATISFACTION SURVEY 2014

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=93325&lang=en



• The survey was conducted in three phases:

• Phase 1: Undergraduates from 17th February – 25th March 2014

• Phase 2: Postgraduates from 17th February – 4th July 2014

• Phase 3: UPM staff from 17th February – 29th September 2014

FINDINGS

• A total of 1,070 respondents answered to the questionnaires. The following charts summarized the results of the survey.

BKLP CSS 2014 2

http://usurvey.upm.edu.my/index.php?sid=93325&lang=en



BKLP CSS 2014 3

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DISTRIBUTION BY RESPONDENTS

BKLP CSS 2014

Undergraduates 51.78%

Postgraduates 29.81%

Staff 18.41%

5

DISTRIBUTION BY GENDER

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GENDER UNDERGRADUATES POSTGRADUATES STAFF

Male 121 (21.84%) 125 (39.18%) 65 (32.99%)

Female 433 (78.16%) 194 (60.82%) 132 (67.01%)

Total 554 (100.00%) 319 (100.00%) 197 (100.00%)

6

DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

BKLP CSS 2014

FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF

Faculty of Modern Language and Communication

11.03 9.72 1.52

Faculty of Biotechnology and Bimolecular Sciences

4.88 4.39 -

Faculty of Human Ecology 9.95 4.39 1.02

Faculty of Economics and Management 8.32 10.03 5.08

Faculty of Engineering 6.15 8.46 5.08

Faculty of Environmental Studies 2.53 2.82 0.51

Faculty of Educational Studies 11.21 10.03 9.14

Faculty of Forestry 2.35 1.57 0.51

Faculty of Agriculture 9.58 8.15 1.02

Faculty of Medicine and Health Science 5.24 1.57 35.03

7


FACULTY/DEPARTMENT

BKLP CSS 2014


Faculty of Veterinary and Medicine 0.36 1.25 6.60

Faculty of Design and Architecture 0.54 0.31 1.02

Faculty of Science 13.20 2.19 -

Faculty of Food Science and Technology 2.53 1.88 0.51

Faculty of Computer Science and Information Technology

2.89 2.51 4.57

Faculty of Agriculture and Food Sciences (Bintulu)

7.23 0.31 9.14

Institute of Bioscience 0.36 0.63 -

College Chancellor - - -

Centre of Foundation Studies for Agriculture Science

0.58 - 0.51

8


FACULTY/DEPARTMENT

BKLP CSS 2014


Institute of Gerontology - 1.25 -

Institute of Agricultural and Food Policy Studies

- - -

Institute of Social Science Studies - 0.63 5.08

Institute of Mathematical Research (INSPEM)

- 0.31 -

Institute of Halal Product Research - - 6.09

Institute of Tropical Forestry and Forest Product

0.18 0.31 4.57

Institute of Tropical Agriculture - - 1.52

Institute of Advanced Technology - 1.88 -

College Tun Perak - - -

College Kelima - - -

College Pendita Za’aba 0.18 - -

9


FACULTY/DEPARTMENT

BKLP CSS 2014


Registrar Office - - -

School of Graduates Studies - 5.02 -

Sultan Abdul Samad Library - 0.63 0.51

Information and Communication Development Centre - - -

Sport Centre - - -

Bursar Office - - -

Research Management Centre - - -

Graduate School of Management - 16.93 0.51

Academic Department - - -

Others 0.72 2.19 -

Office of the Deputy Vice Chancellor - - 0.51

Business Development Centre - - 0.31

10

EVALUATIONS OF LIBRARIES

Main Library, 79.91%

Medical and Health Science Library, 8.69%

Veterinary Medicine Library,

1.59%

Engineering and Architecture

Library, 4.39%

Bintulu Campus Libray, 5.42%

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EVALUATIONS OF LIBRARIES

35%

55%

10% Main Library

Postgraduates

Undergraduates

Staff

18%

82%

Veterinary Medicine Library

Postgraduates

Undergraduates

Staff

4.3

21.51

74.19

Medicine and Health Science Library

Undergraduates

Postgraduates

Staff

47%

34%

19%

Engineering and Architecture Library

Undergraduates

Postgraduates

Staff 67.25

1.72

31.03

Bintulu Campus Library

Undergraduates

Postgraduates

Staff

BKLP CSS 2014 12

FREQUENCY OF LIBRARY VISITS

0

10

20

30

40

50

60

Undergraduates Postgraduates Staff

Everyday 2.35 12.85 4.57

Three Times a Week 12.82 24.14 4.57

Two Times a Week 14.8 20.06 10.66

Once a Week 40.97 17.24 20.3

Others 29.06 25.71 59.9

BKLP CSS 2014

Perc

enta

ge (

%)

13

FREQUENCY OF ONLINE DATABASES USAGE


Everyday 11.73 21.63 15.74

Three Times a Week 9.39 24.76 11.68

Twice a Week 10.65 23.82 13.2

Once a Week 40.97 16.3 17.77

Other 27.26 13.48 41.62

05

1015202530354045

Pe

rce

nta

ge (

%)

BKLP CSS 2014 14

LEARNING ENVIRONMENT

(TEMPERATURE AND LIGHTING)

0

10

20

30

40

50

60


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

88.81 83.44 91.88 88.04

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COMPUTER FACILITIES

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.02

Perc

enta

ge (

%)



2. Computer Facilities 81.02 77.42 93.34 83.93

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HOTSPOT SYSTEM (WIFI / WIRELESS)

0

10

20

30

40

50

60

70


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 3.84

Perc

enta

ge (

%)



3. Hotspot System (WiFi / Wireless)

70.94 62.86 79.27 71.02

BKLP CSS 2014 17

LIBRARY COLLECTION

0

10

20

30

40

50

60

70


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.03

Perc

enta

ge (

%)



4. Library Collection 85.72 77.74 92.38 85.28

BKLP CSS 2014 18

ONLINE DATABASES / JOURNALS

0

10

20

30

40

50

60

70


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.10

Perc

enta

ge (

%)



5. Online Databases / Journals 80.59 84.40 93.91 86.3

BKLP CSS 2014 19

REFERENCE SERVICES

0

10

20

30

40

50

60

70


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.08

Perc

enta

ge (

%)



6. Reference Services 85.74 77.99 93.36 85.69

BKLP CSS 2014 20

SHELVING OF BOOKS / JOURNALS

0

10

20

30

40

50

60

70


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.13

Perc

enta

ge (

%)



7. Shelving of Books / Journals 84.27 75.08 93.91 84.42

BKLP CSS 2014 21

SELF CHECK MACHINE / BOOK DROP

0

10

20

30

40

50

60

70


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.21

Perc

enta

ge (

%)



8. Self Check Machine / Book Drop 88.60 85.00 88.94 87.51

BKLP CSS 2014 22

PHOTOCOPYING FACILITIES

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 3.83

Perc

enta

ge (

%)



9. Photocopying Facilities 74.01 59.87 74.48 69.45

BKLP CSS 2014 23

FRIENDLY STAFF

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.20

Perc

enta

ge (

%)



10. Friendly Staff 86.44 87.18 96.44 90.02

BKLP CSS 2014 24

LEARNING ENVIRONMENT

(TEMPERATURE AND LIGHTING)

0

10

20

30

40

50

60

70


Very Unimportant

Unimportant

Moderately Important

Important

Very Important

Perc

enta

ge (

%)

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



96.34 97.17 98.97 97.49

BKLP CSS 2014 25

COMPUTER FACILITIES

0

10

20

30

40

50

60


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




BKLP CSS 2014 26


0

20

40

60

80


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)



3. Hotspot System (WiFi / Wireless)

95.43 95.25 97.42 96.03

BKLP CSS 2014 27

LIBRARY COLLECTION

010203040506070

Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




BKLP CSS 2014 28

ONLINE DATABASES / JOURNALS

0

20

40

60

80


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




BKLP CSS 2014 29

REFERENCE SERVICES

0102030405060

Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




BKLP CSS 2014 30

SHELVING OF BOOKS / JOURNALS

0

10

20

30

40

50

60


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




BKLP CSS 2014 31

SELF CHECK MACHINE / BOOK DROP

0102030405060

Very Unimportant

Unimportant


Important

Very ImportantPerc

enta

ge (

%)




BKLP CSS 2014 32

PHOTOCOPYING FACILITIES

0

10

20

30

40

50

60


Very Unimportant

Unimportant

ModeratelyImportant

Important

Very Important

Perc

enta

ge (

%)




BKLP CSS 2014 33

FRIENDLY STAFF

0

10

20

30

40

50

60

70


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)



10. Friendly Staff 96.16 97.46 98.97 97.53

BKLP CSS 2014 34

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


1. Learning Environment: Temperature and Lighting 96.34 97.17 98.97 97.49


3. Hotspot System (WIFI / Wireless) 95.43 95.25 97.42 96.03







10. Friendly Staff 96.16 97.46 98.97 97.53

BKLP CSS 2014 35

SATISFACTION LEVEL BY ITEMS




88.81 83.44 91.88 88.04


3. Hotspot System (WiFi / Wireless) 70.94 62.86 79.27 71.02







10. Friendly Staff 86.44 87.18 96.44 90.02

BKLP CSS 2014 36

AVERAGE MEAN VALUE

IMPORTANCE LEVEL

Evaluated Items Mean value



4.56 4.66 4.58 4.60









10. Friendly Staff 4.58 4.53 4.61 4.57

BKLP CSS 2014 37

AVERAGE MEAN VALUE

SATISFACTION LEVEL

Evaluated Items Mean value



4.19 4.13 4.26 4.19









10. Friendly Staff 4.27 4.14 4.38 4.26

BKLP CSS 2014 38

PERFORMANCE GAP MEAN

IMPORTANCE LEVEL VS SATISFACTION LEVEL

Evaluated Items Average Mean Value

Importance Level Satisfaction Level Performance Gap


4.60 4.19 0.41

2. Computer Facilities 4.58 4.07 0.51

3. Hotspot System (WIFI / Wireless) 4.61 3.85 0.76

4. Library Collection 4.59 4.11 0.48

5. Online Databases / Journals 4.42 4.16 0.26

6. Reference Services 4.50 4.13 0.37

7. Shelving of Books / Journals 4.49 4.16 0.33

8. Self Check Machine / Book Drop 4.47 4.17 0.30

9. Photocopying Facilities 4.46 3.76 0.70

10. Friendly Staff 4.57 4.26 0.31

BKLP CSS 2014 39

WHAT IS THE

LIBRARY

DOING

ABOUT IT?

PSAS received

customer’s feedback

through open ended

question. Please see the

following responses

from PSAS.

BKLP CSS 2014 40

LIBRARY ENVIRONMENT

BKLP CSS 2014 41

Reading area at the first level should be modified in order to look friendly and not too gloomy.

We have provided space on the related wall for the library to exhibit the information on library services and facilities.

If can improve the newspaper reading area with light soft pipe music, it will make the library more lively. Thank You.

Thank you for the suggestion. For the moment we cannot implement them due to insufficient budget.

MEDICINE AND HEALTH SCIENCE LIBRARY

COMPUTER FACILITIES

BKLP CSS 2014 42

Increase the number of computers.

Increase the number of computers to search reference book.

According to statistic of computer used at Electronic Reference Room, the number of computers are enough to support the user needs.

MAIN LIBRARY

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

16,000

1 2 3 4 5 6 7 8 9 10 11 12

2013 2,957 2,833 6,981 6,502 5,909 4,515 1,099 860 2,537 9,738 6,914 9,087

2014 2,279 4,738 8,492 7,939 8,553 7,923 2,039 2,843 10,784 12,893 14,190 12,365

Sess

ion

Computer Usage Statistic 2013-2014 (Electronic Reference Room)

Month

…COMPUTER FACILITIES

BKLP CSS 2014 43

Not all computers are well functioning.

Repair computer that has problem.

Upgrade computer facilities.

The Systems and Information Technology Division is responsible in dealing with matters relating to ICT in the library. The Division will

ensure all computers are functioning properly by performing regular maintenance. Problems related to ICT can be reported to any staff on

duty at the Reader’s Advisory Desk or Electronic Reference Room.

MAIN LIBRARY

44 BKLP CSS 2014

The computer provided will be logged out within 3-5 minutes idle time.

All computers have been set to log out within 5 minutes in idle time. This is part of safety measures to prevent

misused of user account (which has been logged in) if the computer is left unattended.

MAIN LIBRARY


45 BKLP CSS 2014

Some computer provided too slow and can not even access one online journal.

The problems are due to heavy traffic (network) during peak hours. Users are advice to avoid accessing online journals during this hours.

It quite easy to infect with the virus from computer when we insert our pendrive, so I dare not to use the computer facilities anymore.

Antivirus software (Karspersky) has been installed in each computer. Users are advice to scan their pendrive before and after using the computer.


MAIN LIBRARY

46 BKLP CSS 2014


BINTULU (SARAWAK) CAMPUS LIBRARY

More computer facilities and good service.

Additional 5 computers to be placed at the System and Information Technology Unit, PKBS has been requested (total

number 14 computers).


47 BKLP CSS 2014

Wifi have to register before using: quite troublesome, why we can't just key in our matric number and Identification

number?

The registration is compulsory and the details are required during the authentication process.

MAIN LIBRARY

LIBRARY COLLECTION (BOOKS/JOURNALS)

BKLP CSS 2014 48


Add nephrology book collection.

The Library have 121 titles related to kidney and 70 titles related to nephrology.

Please do your searches using all resources which include e-books and journals from the library portal (http://www.lib.upm.edu.my).

ENGINEERING AND ARCHITECTURE LIBRARY

Add more engineering books collection that related to the subject learned.

The library purchased books based on suggestions by the faculty. Please inform us of the subject to be enhanced and we will collaborate with

the faculty in selecting the relevant books.

http://www.lib.upm.edu.my/

ONLINE DATABASE

BKLP CSS 2014 49

MAIN LIBRARY

Cannot access your online database outside the campus.

As of 2014, both access from within and outside campus is via EZ Due to this, we have informed all our Vendors/Publishers to update the range of UPM IPs to rectify this

matters.

Please provide an online of database for alumni for their future research.

Our library policy allow only active users of UPM to access the online databases. However, for the moment we also provide 2 hours accessing facilities available at

Electronic Reference Room for our alumni members with minimal fee.

…ONLINE DATABASE

50 BKLP CSS 2014

MAIN LIBRARY

The online-book services is not strong enough like the online-papers services. Meaning that almost all the papers that free-of-charge (except some of the Springer's papers) is easily to find but it is hard most of the times to find an

electronic books via system.

The library subscribed to more than 50 online databases/journals. We are also strengthening our e-books collections for the future.

Please provide one stop search/federated search tools for easy retrieval of information.

For the moment the library is having an insufficient budget to subscribe to one stop search tools (eg. EBSCO Discovery Service, Summon etc).

CIRCULATION SERVICES

51 BKLP CSS 2014

Please give a permission for students to borrow a thesis from the previous student. It is very important and useful to students.

Users can only access the e-thesis within campus via intranet using the library portal. (URL :http://www.lib.upm.edu.my).

Thesis area should or could have a loan service.

Thesis collection can be used within the library only.

Users also can access the e-thesis within campus via intranet using the library portal. (URL : http://www.lib.upm.edu.my).

MAIN LIBRARY




INFORMATION SERVICE

BKLP CSS 2014 52

Should improve the user experience of the online database. Should have more activities to help PhD students to utilize the online database more efficiently

Should establish FAQ/video on online databases.

The library conducts Information Literacy Program that covers the use of online databases according to the prepared schedule.

Guide and online tutorials are also provided for each database linked to the library portal (URL : http://www.lib.upm.edu.my).

All the announcement in the library is in Malay, UPM is international university.

Announcement will be addressed in both language, Malay and English if it involve the library users.

MAIN LIBRARY


INFORMATION SERVICE

53 BKLP CSS 2014

BINTULU (SARAWAK) CAMPUS LIBRARY

Carry out an interesting and creative exhibits, activities to attract customers to the library more often and continuously.

The library will include creativity element in the 12 exhibitions scheduled each year to be more attractive.

54 BKLP CSS 2014

PHOTOCOPY SERVICES

Try to reduce the charging for photocopy.

The price imposed is reasonable according to the quality of paper and tonner used.

Paper logic still not function.

Paper logic always out of service and had to wait very long to get it fixed.

Photocopy machine is not functioned.

The Library is in the process of evaluating for new company to provide the photocopy service.

For the moment, users are advised to use photocopy and printing services from the nearby student centre.

MAIN LIBRARY


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.

BKLP CSS 2014 55

perpustakaan sultan abdul samad customer …faculty of medicine and health science 5.24 1.57 35.03 7...

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