Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar

This study was conducted to investigate the level of student's satisfaction among degree students at University Teknologi Mara Pahang (UiTM) towards the library service quality. Academic library plays important roles in order to help the students fulfilling their academic needed. Academic libra...

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Main Authors:	Ahmad, Zaleha, Zainuddin, Suariani, Ab. Ghafar, Noranita
Format:	Thesis
Language:	English
Published:	2012
Subjects:	Performance Competence Academic achievement Institutions of higher education
Online Access:	https://ir.uitm.edu.my/id/eprint/94031/1/94031.PDF
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id	my-uitm-ir.94031
record_format	uketd_dc
spelling	my-uitm-ir.940312024-08-27T18:03:15Z Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar 2012 Ahmad, Zaleha Zainuddin, Suariani Ab. Ghafar, Noranita Performance. Competence. Academic achievement Institutions of higher education This study was conducted to investigate the level of student's satisfaction among degree students at University Teknologi Mara Pahang (UiTM) towards the library service quality. Academic library plays important roles in order to help the students fulfilling their academic needed. Academic libraries need frequently evaluation to re-examine library services to guarantee library meet student satisfaction (Bickley & Corrall, 2011). In order to fill out the student's needs and satisfaction, the library should provide and offered the best practices in terms of material, services and access. There are three independent variable that measure in this study which is effect of service (personal), collection and access and effect of service (organization). The core respondents of this research are the degree students of UiTM Pahang. Service can be defining as a system or organization that provides the public with something that it needs or the job that the organization does. Although, quality can be define as how good or bad something is. Nowadays, most of the organizations are using Service Quality (SERVQUAL) to measure their service quality in order to enhance organization's performance. SERVQUAL is based on the proposition that service quality can be measured as the gap between the service that customers expect and the performance they perceive to have received based on five dimensions of service quality which is tangible, responsiveness, empathy, assurance and reliability (Landrum & Prybutok, 2009). The overwhelming picture that emerged from these studies is that SERVQUAL is largely applicable to library assessment, subject to 2012 Thesis https://ir.uitm.edu.my/id/eprint/94031/ https://ir.uitm.edu.my/id/eprint/94031/1/94031.PDF text en public degree Universiti Teknologi MARA Pahang Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Performance Competence Academic achievement Institutions of higher education
spellingShingle	Performance Competence Academic achievement Institutions of higher education Ahmad, Zaleha Zainuddin, Suariani Ab. Ghafar, Noranita Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar
description	This study was conducted to investigate the level of student's satisfaction among degree students at University Teknologi Mara Pahang (UiTM) towards the library service quality. Academic library plays important roles in order to help the students fulfilling their academic needed. Academic libraries need frequently evaluation to re-examine library services to guarantee library meet student satisfaction (Bickley & Corrall, 2011). In order to fill out the student's needs and satisfaction, the library should provide and offered the best practices in terms of material, services and access. There are three independent variable that measure in this study which is effect of service (personal), collection and access and effect of service (organization). The core respondents of this research are the degree students of UiTM Pahang. Service can be defining as a system or organization that provides the public with something that it needs or the job that the organization does. Although, quality can be define as how good or bad something is. Nowadays, most of the organizations are using Service Quality (SERVQUAL) to measure their service quality in order to enhance organization's performance. SERVQUAL is based on the proposition that service quality can be measured as the gap between the service that customers expect and the performance they perceive to have received based on five dimensions of service quality which is tangible, responsiveness, empathy, assurance and reliability (Landrum & Prybutok, 2009). The overwhelming picture that emerged from these studies is that SERVQUAL is largely applicable to library assessment, subject to
format	Thesis
qualification_level	Bachelor degree
author	Ahmad, Zaleha Zainuddin, Suariani Ab. Ghafar, Noranita
author_facet	Ahmad, Zaleha Zainuddin, Suariani Ab. Ghafar, Noranita
author_sort	Ahmad, Zaleha
title	Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar
title_short	Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar
title_full	Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar
title_fullStr	Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar
title_full_unstemmed	Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar
title_sort	measuring service quality of uitm pahang library using servqual among degree students at uitm pahang a case study / zaleha ahmad, suariani zainuddin and noranita ab. ghafar
granting_institution	Universiti Teknologi MARA Pahang
granting_department	Faculty of Business Management
publishDate	2012
url	https://ir.uitm.edu.my/id/eprint/94031/1/94031.PDF
_version_	1811768783499427840

Measuring service quality of UiTM Pahang library using servqual among degree students at UiTM Pahang a case study / Zaleha Ahmad, Suariani Zainuddin and Noranita Ab. Ghafar

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