perpustakaan sultan abdul samad customer satisfaction … · perpustakaan sultan abdul samad...
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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.
BKPC CSS
2015 2
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BKPC CSS
2015 3
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BKPC CSS
2015
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DISTRIBUTION BY
RESPONDENTS
Undergraduates 53.07%
Postgraduates 25.58%
Staff 21.35%
BKPC CSS
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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%)
BKPC CSS
2015 6
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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
BKPC CSS
2015 7
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DISTRIBUTION OF
RESPONDENTS BY
FACULTY / DEPARTMENT
FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF
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 - -
BKPC CSS
2015 8
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DISTRIBUTION OF
RESPONDENTS BY
FACULTY / DEPARTMENT
FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF
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 -
BKPC CSS
2015 9
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DISTRIBUTION OF
RESPONDENTS BY
FACULTY / DEPARTMENT
FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF
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
BKPC CSS
2015 10
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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%
BKPC CSS
2015 11
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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
BKPC CSS
2015 12
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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 (
%)
BKPC CSS
2015 13
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FREQUENCY OF ONLINE
DATABASES USAGE
Undergraduates Postgraduates Staff
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 (
%)
BKPC CSS
2015 14
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LEARNING ENVIRONMENT
(TEMPERATURE AND
LIGHTING)
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
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
BKPC CSS
2015 15
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COMPUTER FACILITIES
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.94
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
2. Computer Facilities 78.62 73.84 79.39 77.28
BKPC CSS
2015 16
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HOTSPOT SYSTEM (WIFI /
WIRELESS)
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.61
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
3. Hotspot System (WiFi / Wireless)
57.66 55.23 66.15 59.68
BKPC CSS
2015 17
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LIBRARY COLLECTION
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.92
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
4. Library Collection 80.73 73.41 76.47 76.87
BKPC CSS
2015 18
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ONLINE DATABASES /
JOURNALS
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.90
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
5. Online Databases / Journals 80.28 74.85 72.80 75.98
BKPC CSS
2015 19
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REFERENCE SERVICES
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.99
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
6. Reference Services 79.72 78.69 77.10 78.50
BKPC CSS
2015 20
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SHELVING OF BOOKS /
JOURNALS
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 4.04
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
7. Shelving of Books / Journals 81.61 82.35 76.92 80.29
BKPC CSS
2015 21
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SELF CHECK MACHINE /
BOOK DROP
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 4.16
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
8. Self Check Machine / Book Drop 87.26 88.55 83.34 86.38
BKPC CSS
2015 22
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PHOTOCOPYING
FACILITIES
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.54
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
9. Photocopying Facilities 61.45 41.51 71.90 58.29
BKPC CSS
2015 23
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FRIENDLY STAFF
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 4.06
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
10. Friendly Staff 78.06 75.72 82.22 78.67
BKPC CSS
2015 24
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LEARNING ENVIRONMENT
(TEMPERATURE AND
LIGHTING)
0
10
20
30
40
50
60
70
80
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very ImportantPerc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting
94.05 96.51 89.86 93.47
BKPC CSS
2015 25
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COMPUTER FACILITIES
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
en
tage
(%
)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
2. Computer Facilities 93.79 89.35 92.70 91.95
BKPC CSS
2015 26
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HOTSPOT SYSTEM (WIFI /
WIRELESS)
0
10
20
30
40
50
60
70
80
90
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
3. Hotspot System (WiFi / Wireless)
91.53 94.12 93.38 93.01
BKPC CSS
2015 27
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LIBRARY COLLECTION
0
10
20
30
40
50
60
70
80
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
4. Library Collection 93.45 93.53 95.65 94.21
BKPC CSS
2015 28
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ONLINE DATABASES /
JOURNALS
0
10
20
30
40
50
60
70
80
90
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
5. Online Databases / Journals 91.78 97.62 94.89 94.76
BKPC CSS
2015 29
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REFERENCE SERVICES
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
6. Reference Services 91.48 91.72 92.54 91.91
BKPC CSS
2015 30
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SHELVING OF BOOKS /
JOURNALS
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
7. Shelving of Books / Journals 93.20 88.02 90.51 90.58
BKPC CSS
2015 31
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SELF CHECK MACHINE /
BOOK DROP
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
8. Self Check Machine / Book Drop 94.29 86.75 91.73 90.92
BKPC CSS
2015 32
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PHOTOCOPYING
FACILITIES
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very ImportantPerc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
9. Photocopying Facilities 90.03 82.82 83.33 85.39
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FRIENDLY STAFF
0
10
20
30
40
50
60
70
80
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
10. Friendly Staff 91.50 94.67 97.08 94.42
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IMPORTANCE LEVEL BY
ITEMS
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting 94.05 96.51 89.86 93.47
2. Computer Facilities 93.79 89.35 92.70 91.95
3. Hotspot System (WIFI / Wireless) 91.53 94.12 93.38 93.01
4. Library Collection 93.45 93.53 95.65 94.21
5. Online Databases / Journals 91.78 97.62 94.89 94.76
6. Reference Services 91.48 91.72 92.54 91.91
7. Shelving of Books / Journals 93.20 88.02 90.51 90.58
8. Self Check Machine / Book Drop 94.29 86.75 91.73 90.92
9. Photocopying Facilities 90.03 82.82 83.33 85.39
10. Friendly Staff 91.50 94.67 97.08 94.42
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SATISFACTION LEVEL BY
ITEMS
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
2. Computer Facilities 78.62 73.84 79.39 77.28
3. Hotspot System (WiFi / Wireless) 57.66 55.23 66.15 59.68
4. Library Collection 80.73 73.41 76.47 76.87
5. Online Databases / Journals 80.28 74.85 72.80 75.98
6. Reference Services 79.72 78.69 77.10 78.50
7. Shelving of Books / Journals 81.61 82.35 76.92 80.29
8. Self Check Machine / Book Drop 87.26 88.55 83.34 86.38
9. Photocopying Facilities 61.45 41.51 71.90 58.29
10. Friendly Staff 78.06 75.72 82.22 78.67
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AVERAGE MEAN VALUE
IMPORTANCE LEVEL
Evaluated Items Mean value
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting
4.58 4.69 4.53 4.60
2. Computer Facilities 4.60 4.48 4.53 4.54
3. Hotspot System (WIFI / Wireless) 4.63 4.75 4.63 4.67
4. Library Collection 4.61 4.64 4.66 4.63
5. Online Databases / Journals 4.55 4.78 4.66 4.66
6. Reference Services 4.54 4.52 4.57 4.54
7. Shelving of Books / Journals 4.55 4.40 4.45 4.46
8. Self Check Machine / Book Drop 4.58 4.34 4.41 4.44
9. Photocopying Facilities 4.49 4.26 4.27 4.34
10. Friendly Staff 4.58 4.60 4.64 4.61
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AVERAGE MEAN VALUE
SATISFACTION LEVEL
Evaluated Items Mean value
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting
4.13 4.07 4.07 4.09
2. Computer Facilities 4.01 3.87 3.93 3.94
3. Hotspot System (WIFI / Wireless) 3.68 3.45 3.70 3.61
4. Library Collection 4.08 3.86 3.82 3.92
5. Online Databases / Journals 4.05 3.91 3.74 3.90
6. Reference Services 4.08 3.99 3.91 3.99
7. Shelving of Books / Journals 4.11 4.09 3.93 4.04
8. Self Check Machine / Book Drop 4.26 4.17 4.06 4.16
9. Photocopying Facilities 3.71 3.13 3.78 3.54
10. Friendly Staff 4.06 4.05 4.08 4.06
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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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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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