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An investigation into the effectiveness of ISO 9000 on academic library services: A case study of Sultanah Bahiyah Library, Universiti Utara Malaysia


Taib, Che Azlan and Ahmad, Hartini and Osman, Nor Hasni (2006) An investigation into the effectiveness of ISO 9000 on academic library services: A case study of Sultanah Bahiyah Library, Universiti Utara Malaysia. In: Proceedings International Conference on Technology and Operations Management - International Conference on Technology and Operations Management, 1st-2nd December 2006, Bandung, Indonesia. (Unpublished)

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Abstract

The study investigates the impact of ISO 9000:2001 certification toward employees satisfaction, the results derived from the selected academic libraries in Malaysia. The study used the Academic Library Employee Satisfaction Questionnaire (ALESQ) to ascertain the level of library staff satisfaction of the libraries that implementing the ISO 9001into their systems. The instrument assessed seven dimensions of employee satisfaction - resources management, team building/coworkers, recognition, leadership, communication, training and job satisfaction. A total of 549 respondents were selected from 60 academic libraries, which 409 represented Public Higher Education Institute (PuHEI) and 60 represented Private Higher Education Institute (PrHEI). The study shows the overall employee satisfaction of between 5.0 and 5.4 on a 7-point scale. It showed a statistically significance difference in employees satisfaction score for 10 categories of academic library (resource management, staff recognition and job satisfaction – were statistically difference).There is a significant difference between males and females in the employees satisfaction scores.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: ISO 9000 series; Quality management; Standardization; Employee Satisfaction
Subjects: Z Bibliography. Library Science. Information Resources > Z719 Libraries (General)
Divisions: UNSPECIFIED
Depositing User: Dr. Che Azlan Taib
Date Deposited: 17 Oct 2010 08:44
Last Modified: 17 Oct 2010 08:57
URI: http://repo.uum.edu.my/id/eprint/1212

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