Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob

This study focuses on library students as a yardstick for determining the level of service quality offered by the library. Academic libraries are facing two major challenges, namely global digital environment, and the increasing competition. Alternative approaches to measure quality emerge in the bu...

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Main Authors:	Mohd. Noor, Noor Dina, Yaacob, Raja Abdullah
Format:	Article
Language:	English
Published:	Faculty of Information Management 2014
Subjects:	Selangor Malaysia Electronic information resources
Online Access:	http://ir.uitm.edu.my/id/eprint/13842/ http://ir.uitm.edu.my/id/eprint/13842/ http://ir.uitm.edu.my/id/eprint/13842/1/AJ_NOOR%20DINA%20MOHD.%20NOOR%20JIKM%2014.pdf

id	uitm-13842
recordtype	eprints
spelling	uitm-138422016-07-25T04:46:44Z http://ir.uitm.edu.my/id/eprint/13842/ Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob Mohd. Noor, Noor Dina Yaacob, Raja Abdullah Selangor Malaysia Malaysia Electronic information resources This study focuses on library students as a yardstick for determining the level of service quality offered by the library. Academic libraries are facing two major challenges, namely global digital environment, and the increasing competition. Alternative approaches to measure quality emerge in the business sector. Specifically, through marketing research the SERVQUAL has evolved as an instrument in measuring service quality and what customers value as important. Modification of SERVQUAL model applied to measurements LibQUAL the quality of library services. LibQUAL was developed as an instrument to measure quality services by Zone of Tolerance. This instrument determines customers' expectations with the two-gap measures, the gap between the perceived service levels with the minimum service level (Service adequacy gap) and the gap of the perceived service level with the desired service level (Service superiority gap). The main objective of this research were to identify the level of service quality at Perpustakaan Tun Abdul Razak (PTAR) Puncak Perdana Library from customers' perspective and to determine most desired and critical dimension of quality services. Total number of 327 respondents participated, including a sample of 238 postgraduate and 89 undergraduate students of the Faculty of Information Management. The data revealed the different of minimum expectation, perception and expectation existed. The findings of this research was determined by the dimension that the "library as the place" as the most critical factor required for improvement across all the three dimensions of "LibQUAL" instrument, namely services affect, information control and library as place. Faculty of Information Management 2014 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/13842/1/AJ_NOOR%20DINA%20MOHD.%20NOOR%20JIKM%2014.pdf Mohd. Noor, Noor Dina and Yaacob, Raja Abdullah (2014) Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob. Journal of Information and Knowledge Management (JIKM), 4 (1). pp. 49-77. ISSN ISSN:2231-8836 ; E-ISSN:2289-5337 https://ijikm.uitm.edu.my/
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Selangor Malaysia Malaysia Electronic information resources
spellingShingle	Selangor Malaysia Malaysia Electronic information resources Mohd. Noor, Noor Dina Yaacob, Raja Abdullah Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob
description	This study focuses on library students as a yardstick for determining the level of service quality offered by the library. Academic libraries are facing two major challenges, namely global digital environment, and the increasing competition. Alternative approaches to measure quality emerge in the business sector. Specifically, through marketing research the SERVQUAL has evolved as an instrument in measuring service quality and what customers value as important. Modification of SERVQUAL model applied to measurements LibQUAL the quality of library services. LibQUAL was developed as an instrument to measure quality services by Zone of Tolerance. This instrument determines customers' expectations with the two-gap measures, the gap between the perceived service levels with the minimum service level (Service adequacy gap) and the gap of the perceived service level with the desired service level (Service superiority gap). The main objective of this research were to identify the level of service quality at Perpustakaan Tun Abdul Razak (PTAR) Puncak Perdana Library from customers' perspective and to determine most desired and critical dimension of quality services. Total number of 327 respondents participated, including a sample of 238 postgraduate and 89 undergraduate students of the Faculty of Information Management. The data revealed the different of minimum expectation, perception and expectation existed. The findings of this research was determined by the dimension that the "library as the place" as the most critical factor required for improvement across all the three dimensions of "LibQUAL" instrument, namely services affect, information control and library as place.
format	Article
author	Mohd. Noor, Noor Dina Yaacob, Raja Abdullah
author_facet	Mohd. Noor, Noor Dina Yaacob, Raja Abdullah
author_sort	Mohd. Noor, Noor Dina
title	Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob
title_short	Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob
title_full	Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob
title_fullStr	Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob
title_full_unstemmed	Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob
title_sort	measuring service quality of universiti teknologi mara puncak perdana library using libqual / noor dina mohd. noor and raja abdullah yaacob
publisher	Faculty of Information Management
publishDate	2014
url	http://ir.uitm.edu.my/id/eprint/13842/ http://ir.uitm.edu.my/id/eprint/13842/ http://ir.uitm.edu.my/id/eprint/13842/1/AJ_NOOR%20DINA%20MOHD.%20NOOR%20JIKM%2014.pdf
first_indexed	2023-09-18T22:50:23Z
last_indexed	2023-09-18T22:50:23Z
_version_	1777417504793034752

Measuring service quality of Universiti Teknologi MARA Puncak Perdana Library using LibQUAL / Noor Dina Mohd. Noor and Raja Abdullah Yaacob

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