perpustakaan sultan abdul samad customer satisfaction … · perpustakaan sultan abdul samad...

PERPUSTAKAAN

SULTAN ABDUL SAMAD

CUSTOMER SATISFACTION SURVEY

2015

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=75116&lang=en

• The survey was conducted from 13 March - 17 August 2015

FINDINGS

• A total of 684 respondents answered to the questionnaires. The following charts summarized the results of the survey.

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2015 2

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

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2015 3

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2015

DISTRIBUTION BY

RESPONDENTS

Undergraduates 53.07%

Postgraduates 25.58%

Staff 21.35%

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2015 5

DISTRIBUTION BY GENDER

GENDER UNDERGRADUATES POSTGRADUATES STAFF

Male 89 (24.52%) 79 (45.14%) 47 (32.19%)

Female 274 (75.48%) 96 (54.86%) 99 (67.81%)

Total 363 (100.00%) 175 (100.00%) 146 (100.00%)

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2015 6

DISTRIBUTION OF

RESPONDENTS BY

FACULTY / DEPARTMENT

FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF

Faculty of Modern Language and Communication

3.58 6.29 6.16

Faculty of Biotechnology and Bimolecular Sciences

5.79 4.57 -

Faculty of Human Ecology 7.44 3.43 0.68

Faculty of Economics and Management 12.40 9.14 11.64

Faculty of Engineering 3.03 12.57 8.22

Faculty of Environmental Studies 6.61 1.14 0.68

Faculty of Educational Studies 5.23 10.29 6.85

Faculty of Forestry 2.75 4.00 -

Faculty of Agriculture 8.26 6.29 1.37

Faculty of Medicine and Health Science 9.37 7.43 18.49

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2015 7

DISTRIBUTION OF

RESPONDENTS BY



Faculty of Veterinary and Medicine 3.58 - 0.68

Faculty of Design and Architecture 0.28 1.14 -

Faculty of Science 11.29 6.29 18.49

Faculty of Food Science and Technology 3.03 1.14 6.16

Faculty of Computer Science and Information Technology

3.86 2.29 2.74

Institute of Bioscience 0.28 1.14 4.11

Centre of Foundation Studies for Agriculture Science

7.44 - -

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2015 8

DISTRIBUTION OF

RESPONDENTS BY



Institute of Agricultural and Food Policy Studies

- 0.57 -

Institute of Social Science Studies - 2.29 2.05

Institute of Tropical Forestry and Forest Product

- 1.14 2.05

Institute of Tropical Agriculture - 0.57 -

Institute of Advanced Technology 0.28 4.00 1.37

Internal Audit Division - - 1.37

College Tun Perak - - 0.68

Registrar Office - - 0.68

Sultan Abdul Samad Library - - 1.37

Graduate School of Management - 0.57 -

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2015 9

DISTRIBUTION OF

RESPONDENTS BY



Infocomm Development Centre - - 0.68

Development and Asset Management Office - - 2.05

Office of the Vice Cansellor - - 0.68

Others 5.51 13.71 0.68

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2015 10

EVALUATIONS OF

LIBRARIES

Main Library, 83.04%

Medical and Health Science Library, 8.04%

Veterinary Medicine Library, 1.90%

Engineering and Architecture Library, 7.02%

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2015 11

EVALUATIONS OF

LIBRARIES

26.06%

54.57%

19.37%

Main Library

Postgraduates Undergraduates

Staff

100%

Veterinary Medicine Library

Postgraduates

Undergraduates

Staff

52.73%

1.82%

45.45%

Medicine and Health Science Library

Undergraduates Postgraduates

Staff

22.92%

54.16%

22.92%

Engineering and Architecture Library

Undergraduates

Postgraduates

Staff

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2015 12

FREQUENCY OF LIBRARY

VISITS

0

10

20

30

40

50

60

70

Undergraduates Postgraduates Staff

Everyday 3.31 41.71 4.79

Three Times a Week 8.82 25.71 3.42

Two Times a Week 12.67 4.57 7.53

Once a Week 46.28 10.86 13.01

Others 27.82 17.14 68.49

Perc

enta

ge (

%)

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2015 13

FREQUENCY OF ONLINE

DATABASES USAGE


Everyday 22.04 49.14 16.44

Three Times a Week 8.82 22.86 8.22

Twice a Week 10.74 9.71 7.53

Once a Week 30.58 10.29 19.18

Other 27.27 8.00 45.21

0

10

20

30

40

50

60

Perc

enta

ge (

%)

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2015 14

LEARNING ENVIRONMENT

(TEMPERATURE AND

LIGHTING)

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.09

Perc

enta

ge (

%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

1. Learning Environment: Temperature and Lighting

83.94 83.23 81.68 82.95

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2015 15

COMPUTER FACILITIES

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 3.94

Perc

enta

ge (

%)



2. Computer Facilities 78.62 73.84 79.39 77.28

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2015 16

HOTSPOT SYSTEM (WIFI /

WIRELESS)

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 3.61

Perc

enta

ge (

%)



3. Hotspot System (WiFi / Wireless)

57.66 55.23 66.15 59.68

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2015 17

LIBRARY COLLECTION

0

10

20

30

40

50

60

70


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 3.92

Perc

enta

ge (

%)



4. Library Collection 80.73 73.41 76.47 76.87

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2015 18

ONLINE DATABASES /

JOURNALS

0

10

20

30

40

50

60

70


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 3.90

Perc

enta

ge (

%)



5. Online Databases / Journals 80.28 74.85 72.80 75.98

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2015 19

REFERENCE SERVICES

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 3.99

Perc

enta

ge (

%)



6. Reference Services 79.72 78.69 77.10 78.50

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2015 20

SHELVING OF BOOKS /

JOURNALS

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.04

Perc

enta

ge (

%)



7. Shelving of Books / Journals 81.61 82.35 76.92 80.29

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2015 21

SELF CHECK MACHINE /

BOOK DROP

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.16

Perc

enta

ge (

%)



8. Self Check Machine / Book Drop 87.26 88.55 83.34 86.38

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2015 22

PHOTOCOPYING

FACILITIES

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 3.54

Perc

enta

ge (

%)



9. Photocopying Facilities 61.45 41.51 71.90 58.29

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2015 23

FRIENDLY STAFF

0

10

20

30

40

50

60


Very Dissatisfied

Dissatisfied


Satisfied

Very Satisfied

Mean = 4.06

Perc

enta

ge (

%)



10. Friendly Staff 78.06 75.72 82.22 78.67

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2015 24

LEARNING ENVIRONMENT

(TEMPERATURE AND

LIGHTING)

0

10

20

30

40

50

60

70

80


Very Unimportant

Unimportant

Moderately Important

Important

Very ImportantPerc

enta

ge (

%)

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



94.05 96.51 89.86 93.47

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2015 25

COMPUTER FACILITIES

0

10

20

30

40

50

60


Very Unimportant

Unimportant


Important

Very Important

Perc

en

tage

(%

)




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2015 26

HOTSPOT SYSTEM (WIFI /

WIRELESS)

0

10

20

30

40

50

60

70

80

90


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)



3. Hotspot System (WiFi / Wireless)

91.53 94.12 93.38 93.01

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2015 27

LIBRARY COLLECTION

0

10

20

30

40

50

60

70

80


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




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2015 28

ONLINE DATABASES /

JOURNALS

0

10

20

30

40

50

60

70

80

90


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




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2015 29

REFERENCE SERVICES

0

10

20

30

40

50

60

70


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




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2015 30

SHELVING OF BOOKS /

JOURNALS

0

10

20

30

40

50

60

70


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




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2015 31

SELF CHECK MACHINE /

BOOK DROP

0

10

20

30

40

50

60

70


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)




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2015 32

PHOTOCOPYING

FACILITIES

0

10

20

30

40

50

60

70


Very Unimportant

Unimportant


Important

Very ImportantPerc

enta

ge (

%)




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2015 33

FRIENDLY STAFF

0

10

20

30

40

50

60

70

80


Very Unimportant

Unimportant


Important

Very Important

Perc

enta

ge (

%)



10. Friendly Staff 91.50 94.67 97.08 94.42

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2015 34

IMPORTANCE LEVEL BY

ITEMS



1. Learning Environment: Temperature and Lighting 94.05 96.51 89.86 93.47


3. Hotspot System (WIFI / Wireless) 91.53 94.12 93.38 93.01







10. Friendly Staff 91.50 94.67 97.08 94.42

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2015 35

SATISFACTION LEVEL BY

ITEMS




83.94 83.23 81.68 82.95


3. Hotspot System (WiFi / Wireless) 57.66 55.23 66.15 59.68







10. Friendly Staff 78.06 75.72 82.22 78.67

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2015 36

AVERAGE MEAN VALUE

IMPORTANCE LEVEL

Evaluated Items Mean value



4.58 4.69 4.53 4.60









10. Friendly Staff 4.58 4.60 4.64 4.61

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2015 37

AVERAGE MEAN VALUE

SATISFACTION LEVEL

Evaluated Items Mean value



4.13 4.07 4.07 4.09









10. Friendly Staff 4.06 4.05 4.08 4.06

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2015 38

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 4.60 4.09 0.51

2. Computer Facilities 4.54 3.94 0.60

3. Hotspot System (WIFI / Wireless) 4.67 3.61 1.06

4. Library Collection 4.63 3.92 0.71

5. Online Databases / Journals 4.66 3.90 0.76

6. Reference Services 4.54 3.99 0.55

7. Shelving of Books / Journals 4.46 4.04 0.42

8. Self Check Machine / Book Drop 4.44 4.16 0.28

9. Photocopying Facilities 4.34 3.54 0.80

10. Friendly Staff 4.61 4.06 0.55

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2015 39

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2015 40

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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2015 41

perpustakaan sultan abdul samad customer satisfaction … · perpustakaan sultan abdul samad...

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