Ahmad, Nur Hafidzoh Asyiqin and Romle, Abd Rahim and Mansor, Mohd Hafiz (2015) Exploring service quality and customer satisfaction at Library in Malaysia University. International Journal of Administration and Governance, 1 (4). pp. 98-105. ISSN 2077-4486

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Abstract

Services are intangible and a service represents a process, consequently the quality of a service is more difficult to perceive and its more complicated. In general, the perceived quality is defined as the customer‟s judgment on overall satisfaction.Customer satisfaction is depending on the high quality services.The main objectives of this study was to identify the level of service quality among customers at one library in Malaysia public university and tried to examine the relationship between SERVQUAL and overall quality of service offered.Besides, this study also tried to analyze the dominant factor that affected the relationship between SERVQUAL and overall quality services.

Item Type:	Article
Additional Information:	1(4) Special 2015
Uncontrolled Keywords:	Service quality, customer satisfaction, academic libraries, Servqual
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	College of Law, Government and International Studies
Depositing User:	Mdm. Nur Hafidzoh Asyiqin Ahmad
Date Deposited:	21 May 2015 00:53
Last Modified:	21 May 2015 00:53
URI:	https://repo.uum.edu.my/id/eprint/14293

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