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PERPUSTAKAAN SULTAN ABDUL SAMAD

CUSTOMER SATISFACTION SURVEY 2008

PURPOSE

To evaluate customer satisfaction on the services of Perpustakaan Sultan Abdul Samad (PSAS) and identify ways to improve or enhance our services.

METHODOLOGY

A questionnaire with 34 questions designed by the Reference Division, was distributed to UPM staff and students. The survey was conducted from 3rd January – 8th February 2008.

RESULTS

A total of 1481 questionnaires were returned, which is about 30% of the 4999 questionnaires distributed. 587 comments/suggestions were also given by the respondents these were categorized and analyzed. The following charts summarize the results of the survey.

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Postgraduate

13.4%

Academic

staff 11.2%

Non academic

staff 8.1%

Undergraduate/

Diploma 67.3%

DISTRIBUTION OF RESPONDENTS

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Not certain

51.4%

Everyday

7.7%

2-3 times

week 26.2%

More than 4

times a week

11.4%

Never use

3.3%

FREQUENCY OF LIBRARY VISITS

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LIBRARY OPENING HOURS

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BOOK COLLECTION

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JOURNAL COLLECTION (PRINTED)

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SHELVING OF BOOKS / JOURNALS

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12.6%

2.8%

15.8%

9.7%

6.7%

20.0%

6.7%

0.0%

0.0%

0.0%

25.0%

0.0%

75.0%

66.6%

60.0%

0% 10% 20% 30% 40% 50% 60% 70% 80%

Never use/Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Never use/ Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Never use/Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Main library

Medical library

Veterinary library

USER EDUCATION PROGRAM

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5.7%

4.6%

20.5%

58.0%

11.2%

6.7%

13.3%

26.7%

46.7%

6.6%

0.0%

0.0%

14.3%

0.0%

85.7%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Never use/ Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Never use/ Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Never use/ Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Main library

Medical library

Veterinary library

COMPUTER FACILITIES FOR OPAC

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9.7%7.4%

30.5%44.8%

7.6%0.0%

6.7%40.0%

53.3%0.0%0.0%0.0%

22.2%33.3%

0.0%

0% 10% 20% 30% 40% 50% 60%

Never use/ Not relatedNot satisfiedLess satisfied

Satisfiedvery satisfied

Never use/ Not relatedNot satisfiedLess satisfied

SatisfiedVery satisfied

Never use/ Not relatedNot satisfiedLess satisfied

SatisfiedVery satisfied

Main library

Medical

library

Veterinary

library

SELF CHECK MACHINE

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11.7%

9.1%

27.7%

42.9%

8.6%

13.3%

33.3%

20.1%

33.3%

0.0%

0.0%

12.5%

12.5%

62.5%

12.5%

0% 10% 20% 30% 40% 50% 60% 70%

Never use/ Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Never use/ Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Never use/ Not related

Not satisfied

Less satisfied

Satisfied

Very satisfied

Main Library

Medical library

Veterinary

library

PHOTOCOPYING & PRINTING SERVICES

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SERVICES/FACILITIES AVAILABLE ONLY AT MAIN LIBRARY

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LIBRARY GENERAL SERVICES /FACILITIES

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EVALUATION ON LIBRARY STAFF

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OVERALL LIBRARY PERFORMANCE

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WHAT’S THE LIBRARY DOING ABOUT IT?

PSAS would like to thank you for your response to our survey. Your comments and suggestions is very much appreciated and will be very helpful for us to improve our services. Action will be taken based on the percentage of the satisfaction (below 60%).

The following are the actions taken for satisfaction below 60%:

SERVICES / FACILITIES

CUSTOMER SATISFACTION

LIBRARY ACTIONS

COMPUTER FACILITIES FOR

OPAC MDL – 44.4%

8 units of thin clients (computers for OPAC) have been placed at Medical Library to replace the old one

ML – Main Library MDL – Medical Library VL – Veterinary Library

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SERVICES /

FACILITIES

CUSTOMER

SATISFACTION LIBRARY ACTIONS

PHOTOCOPYING & PRINTING SERVICES

MDL – 38.9% ML – 52.7%

The Library provides new machines (Lexmark) which enable

the photocopying, printing, and scanning of document,

photo, image, etc. Printing can be done via the internet and users are free to get the printed materials at any locations as

stated below.

Location No. of units Effective Date

Main Library

A Block 1st Floor – 2 units BW B Block Ground Floor – 4 units BW

B Block 1st Floor – 1 unit BW

B Block 2nd Floor – 6 units BW, 1 unit color

Jun 08

Medical Library

2 units BW Nov 08

Veterinary Library

2 units BW Nov 08

Engineering

Library 2 units BW, 1 unit color Nov 08

Total 21 units

ML – Main Library MDL – Medical Library VL – Veterinary Library

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SERVICES /

FACILITIES

CUSTOMER

SATISFACTION LIBRARY ACTIONS

BOOK

COLLECTION

MDL – 47.8%

VL – 50.0% ML – 55.6%

Budget and expenditure for books in 2008:

ML MDL VL Total

Allocation

(RM) 4,492800 795,400 627,300 5,915,500

Expendi-

ture (RM) 3,871272 748,575 627,218 5,247,065

8,364,072 1,543,975 1,254,518 11,162,565

As of January – December 2008, the statistics for ordering,

receiving and cataloging of books as shown:

Activities Number of titles (copies)

ML MDL VL Total

Order 17,510

(19,967)

2,439

(2,469)

1869

(1909)

21,818

(24,345)

Received 15,672

(17,213)

2,208

(2,317)

1869

(1909)

19749

(21,439)

Catalog 12,497

(16,122)

2,805

(3,180)

1,321

(1,455)

16,623

(20,757)

ML – Main Library MDL – Medical Library VL – Veterinary Library

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SERVICES / FACILITIES

CUSTOMER SATISFACTION

LIBRARY ACTIONS

JOURNAL

COLLECTION

VL – 50.0%

ML – 51.5%

RM3.3 millions has been allocated for printed journals in 2008

with approximately 4000 titles was subscribed.

RESPONSES FOR OPEN ENDED QUESTIONS ARE AS FOLLOWS:- SERVICES/ FACILITIES

SUGGESTIONS/ COMMENTS

LIBRARY ACTIONS

Book collection

Provide multi discipline/ current books/ fictions

RM 5.5 million has been allocated for a book in 2008 and 19,976 copies of books has been acquired.

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SERVICES/ FACILITIES

SUGGESTIONS/ COMMENTS

LIBRARY ACTIONS

Library opening hours

Extended library opening hours/ open during public holidays

The library opening hours was last revised in July 2007, as follows:-

During semester Time

Monday - Friday

Saturday & Sunday

1st & 3rd Saturdays of the month

8.00 am - 11.00 pm

8.00 am - 4.00 pm

Closed

During semester Break Monday - Friday Saturday & Sunday

8.00am -6.30 pm

closed

Due to staff constraint the current opening hours will remain.

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SERVICES/ FACILITIES

SUGGESTIONS/ COMMENTS

LIBRARY ACTIONS

Printed and online journals /databases

Add journal collections/ subscribe to Sage Database

The library started subscribing to Sage Database in July 2008. In addition the following 7 databases

were also subscribed in 2008: • BLISS (Bernama Library Info link Service) • CABI Compendium (Crop protection/ Forestry Compendium/ aquaculture Compendium/ Animal Health and Production Compendium)

• IGI Global’s Info science- Journals • MS Online (Malaysian standard)

• ProQuest Dissertation & Theses Full text • Science Online AAAS • SIAM Journal

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SERVICES/ FACILITIES

SUGGESTIONS/ COMMENTS

LIBRARY ACTIONS

Facilities

Enlarge/ add more discussion rooms Enlarge the female prayer room Add more plug points Add more library seats

Due to space constraint, no action can be taken. Due to space constraint, no action can be taken. 60 additional plug points were installed at the reading area on the 2nd Floor of Block A, in November 2008. Additional 40 sets of study tables and chairs and 100 banquette chairs were placed at the reading area of Block B, in August 2008.

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SERVICES/ FACILITIES

SUGGESTIONS/ COMMENTS

LIBRARY ACTIONS

Library website/ internet/ system

Maintain of server system /Increase the speed of the internet access/Improved system

The bandwidth was increased from 45MB to 155MB to speed up the internet access.

Electronic Reference Room

Add quantity of computer Provide anti-Virus software

Additional 110 units of computer were acquired in 2008. All computers are now protected by Bit Defender anti-virus program.

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SERVICES/ FACILITIES

SUGGESTIONS/ COMMENTS

LIBRARY ACTIONS

Electronic Reference Room

Add more computer equipped with Microsoft Word Enlarge Electronic Reference Room Provide Printing

services

Microsoft Word version 2003 is now available at 31 computers in the Electronic Reference Room. Due to space constraint, no action can be taken. 2 Lexmark printers are now available for photocopying, printing, and scanning.

Wireless Provide wireless in

Carrel Room Wifi/Hotspot is accessible within library building including carrel.