Raju, Aruniss and Idrus Saidi, Nurul Maisarah and Suhairi, Maizatul Akhmar and Che Mazlan, Muhammad Asyraf and Abidin, Rahimi (2017) The satisfaction of STML students on the quality of book-drop machines provided at Perpustakaan Sultanah Bahiyah (PSB) library, Universiti Utara Malaysia. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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Abstract

Book drop machine is one of the facilities provide by libraries for the users to make the process of returning books become easier.This facility may encourage students to borrow books and reading materials from the library. However, the effectiveness of this machine from the perspective of the students is remains unclear.Due to that, it is highly importance to know the perception and the satisfaction of the students of the machine provided. This article presents the result of a study which reflects the the level of satisfaction of the STML students based on their experience in utilising the machines provided by Perpustakaan Sultanah Bahiyah (PSB).A survey was conducted by distributing a set of questionnaire which developed by using the SERVQUAL model introduced by Parasuraman.The respondents of this study are 100 STML students from three programs offered by STML.Descriptive analysis was used to identify the level of perception and satisfaction of the students based on demographic attributes such as course and year of study.Based on the findings of this study, the behavioral differences between respondents group was assessed.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords:	book-drop machine, service quality, level of satisfaction, SERVQUAL, STML
Subjects:	H Social Sciences > HF Commerce Z Bibliography. Library Science. Information Resources > Z719 Libraries (General)
Divisions:	School of Technology Management & Logistics
Depositing User:	Dr. Rahimi Abidin
Date Deposited:	25 Jul 2017 07:39
Last Modified:	25 Jul 2017 07:39
URI:	https://repo.uum.edu.my/id/eprint/22689

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