Service quality mmu library

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Service Quality of Siti hasmah Digital Library

Khairul Zikri B. Rosli
1001162549

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Service quality mmu library

  1. 1. Faculty of Business and Law<br />Academic Year 2009/2010<br />KHAIRUL ZIKRI B. ROSLI<br />1001162549<br />SERVICE QUALITY IN SITI HASMAH <br />DIGITAL LIBRARY<br />BBA (HONS) INTERNATIONAL BUSINESS<br />
  2. 2. Problem Statement<br />Multimedia University students intake is increasing. Does Library increased the service quality as well?<br />Does Library management allocate the resource (RM40 fees for every student in one semester) in the right way?<br />
  3. 3. Research Objectives<br />To assess service quality of SitiHasmah Digital Library in Melaka Campus.<br />To suggest improvement of service quality of SitiHasmah Digital Library by referring from study result.<br />To examine relationship of five dimensions of Service Quality to SitiHasmah Digital Library user’s satisafaction.<br />
  4. 4. Summary of Methodology <br />Conceptual Framework<br />Reliability<br />Library User’s Satisfaction<br />Responsiveness<br />Assurance<br />Empathy<br />Dimension That Improve Overall Satisfaction<br />Tangible<br />
  5. 5. Summary of Methodology <br />Summary of Methodology <br />Source of Data<br />Primary Data<br />Data Collection<br />Questionnaire<br />Population: Multimedia University Melaka Campus<br />Collection Period: 6 weeks<br />Sample Size: 110<br />Data Analysis<br />Descriptive Analysis<br />Reliability Test<br />Multiple Regression<br />
  6. 6. Hypothesis Development<br />
  7. 7. Reliability Analysis<br />A reliability analysis test is to determine the consistency of measurement for each variable. <br />* Cronbach’s alpha at 0.7 is acceptable.<br />
  8. 8. Results<br />Descriptive Analysis<br />1. Faculty of Respondent<br />
  9. 9. 2. Respondent year of study<br />
  10. 10. 3. Average hour respondent spend in Library<br />
  11. 11. 4. Respondent frequency of going to Library (in previous semester)<br />
  12. 12. 5. Respondent purpose of going Library<br />
  13. 13. Correlation Matrix<br />
  14. 14.
  15. 15. Hypothesis Testing By Using Multiple Regression Analysis<br />The coefficient table shows regression coefficient of 0.236 with a significant of 0.045 < 0.050.<br />This means that the tangible dimension has influence the overall satisfaction of library users toward SitiHasmah Digital Library in Melaka.<br />The regression model does explain a significant portion of the variation in overall satisfaction of library users toward SitiHasmah Digital Library in Melaka.<br />
  16. 16. Due to significant value above 0.05, the other 4 dimensions; reliability, responsiveness, assurance, and empathy hypothesis is not supported.<br />This means that the reliability, responsiveness, assurance, and empathy dimension has no influence in overall satisfaction of library users toward SitiHasmah Digital Library in Melaka.<br />
  17. 17. Implication of Study<br />Contributions<br />One of the sources that indicates the positive correlation between tangible, reliability, responsiveness, assurance, and empathy towards degree of satisfaction with overall service quality in library setting.<br />Enables researchers to gain insights in service quality in library, especially in Malaysia.<br />Guidance to compare and contrast the service quality among other libraries internationally or domestically.<br />
  18. 18. Summary and Conclusion<br />Respondent Comments<br />Insufficiency of Computer.<br />More book and other references.<br />Inefficiency of Photostat Machine.<br />
  19. 19. Summary and Conclusion<br />Limitation<br />The study should be concluded with Cyberjaya Library.<br />Unwillingness of respondent by answering questionnaire.<br />Increasing amount of indicator in questionnaire.<br />
  20. 20. Summary and Conclusion<br />Suggestions for Future Studies<br />Using other model such as LibQUAL+.<br />Include both libraries in Melaka and Cyberjaya campus.<br />Increase sample size and widen sample distribution. (For example postgraduate student and academic staff)<br />
  21. 21. Thank You!<br />

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