EVALUATION OF QUALITY SERVICES IMPLEMENTION TOWARD CUSTOMER SATISFACTION PERFORMANCE IN KOTA BHARU PUBLIC LIBRARY

CHE AHMED, NORSYAFIQAH (2017) EVALUATION OF QUALITY SERVICES IMPLEMENTION TOWARD CUSTOMER SATISFACTION PERFORMANCE IN KOTA BHARU PUBLIC LIBRARY. Other thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

Customer satisfaction is an important measure for service quality. Service quality can benefit to performance in increasing efficiency of an organization. However, public library seems to be less focus on service quality delivery and performance in term of customer satisfaction. The purposes of this paper are; (1) To identify the extent level of quality services implemented in Kota Bharu Public Library; (2) To determine the relationship between quality services implemented and customer satisfaction performance and; (3) To determine the differences of service quality amongst demographic. SERVQUAL model has been identified for measuring service quality in this research. There are five quality dimensions have been identified; (1) tangible, (2) responsiveness, (3) reliability, (4) assurance and (5) empathy. The study was conducted among library users in Kota Bharu Public Library and the information was gathered via questionnaires. Purposive sampling technique was used and questionnaire had been distributed to 152 respondents. The selected respondents are individuals who using two or more times a week of Kota Bharu Public Library. The response rate for this study is 100 percent as all the questionnaires distributed are answered and returned. SPSS software has been used to analyses the data. The result showed that the level of service quality dimensions in library performance is moderate. Tangible dimension had the highest mean with 4.9829. Besides, there is a positive relationship between service quality dimensions and customer satisfaction performance, with r (152) = 0.780, p<0.05. The findings indicated that, there are significant difference between service quality dimensions and demographic. This research is used to guide the librarians to achieve better customer satisfaction performance.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Mr. Te Chuan Lee
Date Deposited: 07 Mar 2018 09:40
Last Modified: 07 Mar 2018 09:40
URI: http://ethesis.uthm.edu.my/id/eprint/402

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