LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia

Academic libraries are facing two major challenges which are global digital environment and increasing competetion. They must improve the quality of their services in order to survive. Alternative approches to measure quality emerge in the business sector. Specifically, through marketing research th...

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Main Author:	Muhamad Akhir, Siti Fatimah
Format:	Thesis
Language:	English
Published:	2008
Subjects:	Z719 Libraries (General) QA76 Computer software
Online Access:	http://eprints.utm.my/id/eprint/9585/1/SitiFatimahMFKSG2008.pdf
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id	my-utm-ep.9585
record_format	uketd_dc
spelling	my-utm-ep.95852018-07-19T01:53:06Z LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia 2008-06 Muhamad Akhir, Siti Fatimah Z719 Libraries (General) QA76 Computer software Academic libraries are facing two major challenges which are global digital environment and increasing competetion. They must improve the quality of their services in order to survive. Alternative approches to measure quality emerge in the business sector. Specifically, through marketing research the SERVQUAL has evolved as an instrumen to measure service quality and what customers value as important. Modification on library settings, LibQUAL was developed as an instrumen to measure quality services by Zone of Tolerance (Service Adequacy Gap and Superiority Gap) according to various group of user need of library. The objective of this research were identifying level of service quality at Perpustakaan Sultanah Zanariah from customers perspective and to determine most desired and critical dimension of quality services. Sampling of 129 postgraduate and 153 undergraduate revealed that different of minimum expectation, perception and expectation. The finding of this research is determined which dimension of service quality is critical required for improvement across all the three dimension of â€œLibQUALâ€? instrument; affected of services, personal control and library as a place. 2008-06 Thesis http://eprints.utm.my/id/eprint/9585/ http://eprints.utm.my/id/eprint/9585/1/SitiFatimahMFKSG2008.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty Geoinformation Science and Engineering Faculty Geoinformation Science and Engineering
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	Z719 Libraries (General) QA76 Computer software
spellingShingle	Z719 Libraries (General) QA76 Computer software Muhamad Akhir, Siti Fatimah LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia
description	Academic libraries are facing two major challenges which are global digital environment and increasing competetion. They must improve the quality of their services in order to survive. Alternative approches to measure quality emerge in the business sector. Specifically, through marketing research the SERVQUAL has evolved as an instrumen to measure service quality and what customers value as important. Modification on library settings, LibQUAL was developed as an instrumen to measure quality services by Zone of Tolerance (Service Adequacy Gap and Superiority Gap) according to various group of user need of library. The objective of this research were identifying level of service quality at Perpustakaan Sultanah Zanariah from customers perspective and to determine most desired and critical dimension of quality services. Sampling of 129 postgraduate and 153 undergraduate revealed that different of minimum expectation, perception and expectation. The finding of this research is determined which dimension of service quality is critical required for improvement across all the three dimension of â€œLibQUALâ€? instrument; affected of services, personal control and library as a place.
format	Thesis
qualification_level	Master's degree
author	Muhamad Akhir, Siti Fatimah
author_facet	Muhamad Akhir, Siti Fatimah
author_sort	Muhamad Akhir, Siti Fatimah
title	LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia
title_short	LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia
title_full	LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia
title_fullStr	LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia
title_full_unstemmed	LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia
title_sort	libqual 2004 : instrumen pengukuran jurang kualiti perkhidmatan perpustakaan sultanah zanariah, universiti teknologi malaysia
granting_institution	Universiti Teknologi Malaysia, Faculty Geoinformation Science and Engineering
granting_department	Faculty Geoinformation Science and Engineering
publishDate	2008
url	http://eprints.utm.my/id/eprint/9585/1/SitiFatimahMFKSG2008.pdf
_version_	1747814763899912192

LibQUAL 2004 : instrumen pengukuran jurang kualiti perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia

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