Service Quality Siti Hasmah Digital Library Khairul Zikri Rosli 1001162549

1. Faculty of Business and Law Academic Year 2009/2010 KHAIRUL ZIKRI B. ROSLI 1001162549 SERVICE QUALITY IN SITI HASMAH DIGITAL LIBRARY BBA (HONS) INTERNATIONAL BUSINESS

2. Problem Statement Multimedia University students intake is increasing. Does Library increased the service quality as well? Does Library management allocate the resource (RM40 fees for every student in one semester) in the right way?

3. Research Objectives To assess service quality of SitiHasmah Digital Library in Melaka Campus. To suggest improvement of service quality of SitiHasmah Digital Library by referring from study result. To examine relationship of five dimensions of Service Quality to SitiHasmah Digital Library user’s satisafaction.

4. Summary of Methodology Conceptual Framework Reliability Library User’s Satisfaction Responsiveness Assurance Empathy Dimension That Improve Overall Satisfaction Tangible

5. Summary of Methodology Summary of Methodology Source of Data Primary Data Data Collection Questionnaire Population: Multimedia University Melaka Campus Collection Period: 6 weeks Sample Size: 110 Data Analysis Descriptive Analysis Reliability Test Multiple Regression

6. Hypothesis Development

7. Reliability Analysis A reliability analysis test is to determine the consistency of measurement for each variable. * Cronbach’s alpha at 0.7 is acceptable.

8. Results Descriptive Analysis 1. Faculty of Respondent

9. 2. Respondent year of study

10. 3. Average hour respondent spend in Library

11. 4. Respondent frequency of going to Library (in previous semester)

12. 5. Respondent purpose of going Library

13. Correlation Matrix

15. Hypothesis Testing By Using Multiple Regression Analysis The coefficient table shows regression coefficient of 0.236 with a significant of 0.045 < 0.050. This means that the tangible dimension has influence the overall satisfaction of library users toward SitiHasmah Digital Library in Melaka. The regression model does explain a significant portion of the variation in overall satisfaction of library users toward SitiHasmah Digital Library in Melaka.

16. Due to significant value above 0.05, the other 4 dimensions; reliability, responsiveness, assurance, and empathy hypothesis is not supported. 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.

17. Implication of Study Contributions 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. Enables researchers to gain insights in service quality in library, especially in Malaysia. Guidance to compare and contrast the service quality among other libraries internationally or domestically.

18. Summary and Conclusion Respondent Comments Insufficiency of Computer. More book and other references. Inefficiency of Photostat Machine.

19. Summary and Conclusion Limitation The study should be concluded with Cyberjaya Library. Unwillingness of respondent by answering questionnaire. Increasing amount of indicator in questionnaire.

20. Summary and Conclusion Suggestions for Future Studies Using other model such as LibQUAL+. Include both libraries in Melaka and Cyberjaya campus. Increase sample size and widen sample distribution. (For example postgraduate student and academic staff)

21. Thank You!