Kertas Seminar Kebangsaan Perpustakaan Akademik - SKPA 2011. 5-7 Julai 2011. Hotel Riverview, Kota Bharu, Kelantan.

1. TRANSFORMASI PERKHIDMATAN PERPUSTAKAAN DI PUSAT KHIDMAT MAKLUMAT AKADEMIK (PKMA) UNIMAS: KUMPULAN FOKUS DAN KAJIAN KEPUASAN PELANGGANOlehWan Abdul RahmanBin Wan BujangSitiSumaizanRamliPusatKhidmatMaklumatAkademikUniversitiMalaysia Sarawak94300 Kota Samarahan, Sarawak, Malaysia

2. Kandungan
•Pengenalan
•MatlamatKajian
•Metodologi
•AnalisisData danKeputusanKumpulan Fokus
•AnalisisDapatanKajianKepuasanPelanggan
•PerbincangandanRumusan
•Rujukan

3. Pengenalan
•PerpustakaanuniversitidikenalisebagaiPusatKhidmatMaklumatAkademikatauPKMA yang menjadipusatsehentibagiilmudanmaklumat.
•PKMA menyokongpembelajaran, pengajaran, penyelidikandaninovasiuniversiti.
•Perkhidmatanyang diberikanadalahkatalogatastalianuntukpencariankoleksi, rujukandanperkhidmatanmaklumat, pinjamandanpemulanganbahansertapinjamanantaraperpustakaan, literasimaklumatdansokonganpenyelidikan& pengembangan.

4. MatlamatKajian
Matlamatkajianadalah“to gather information from library users about their experiences in the library in order to see if the library was providing the kinds of services library users really wanted and were using, and, if necessary, to find better ways to meet their needs and preferences”.
Massey-Burzio(1998)
•Kajianyang dilakukanadalahuntukpenghasilanilmu(knowledge creation) untukmenjadikanPKMA terusberperananuntukkekalrelevan, dirujukdandihormati.

5. Metodologi
Terdapat2 pendekatan:
1.PerbincanganKumpulan Fokus
–PelajarPra-Siswazah, PascaSiswazah, AhliJawatankuasaPerwakilanKolejdanAhliMajlisPerwakilanPelajar(MAP).
–Wakildaripadasetiapfakulti(pensyarah)
2.KajianKepuasanPelanggan
–(1) set soalselidiksecaraonlineyang menyenaraikansemuaperkhidmatandankemudahanyang disediakanolehPKMA denganmenyatakantahapkepuasanterhadapperkhidmatandankemudahanyang ditawarkan.

6. AnalisisKumpulan Fokus
Antarahasilkeputusanyang telahdikenalpastidandijadikansasaranpenambahbaikanadalahdarisegi:
–Penambahankoleksimengikutsubjekyang kurangbahanrujukandanmaklumat.
–Memberikeutamaanmelanggansecaraatastaliankeatasbahanyang lebihbanyakdalambentukbercetak.
–Memperbaikipengaksesanyang lebihlajukeatasbahan- bahanelektronik.
–Memaklumkankepadapenggunadengankadarsegeraterhadapbahanyang ditempah.
–MemperbaikisistemsusunanbahandanpengkelasanbahansamadadirakmahupundidalamWeb OPAC.

7. MaklumanHasilKumpulan Fokus
•Laporandisediakanuntukmakluman& tindakansetiapunit/bahagianyang berkenaan.
•Setiapmaklumbalasakandipamerkan& bolehdiaksesmelaluiwww.cais.unimas.my/Focus- Group-Discussionbagimenjawabkomen& pendapathasilperbincangan.
•Perkarainimemberipandanganyang positifkepadaPKMA keranamengambilberat/tindakansusulan.

8. SampelMaklumanKumpulan Fokus
USER: To subscribe to the online collection in the field of Design and Creative work.
CAIS: We are checking the availability of the specific e-journals or online database in that field. We will then submit to the faculty for their feedbacks. We will also try to work with the vendor/publisher to have trial access to the database.
USER: It takes a long time to get library materials and no information on the status of books ordered.
CAIS: CAIS has taken the initiative to inform users on the status of materials ordered. Please check our web OPAC for the latest titles.
USER: Problem of slow Internet access to online databases.
CAIS: Internet access is quite fast at CAIS building. Access to online databases has been improved too. Very soon the whole of CAIS building will be provided with wireless facility.

9. AnalisisKepuasanPelanggan
No.
Perkhidmatan
Peratusan(%)
1
WebOPAC
95.2
2
Opening Hours
94.7
3
Counter Services
94.7
4
CAIS's Website
94.6
5
Media & Thesis Collection
92.3
6
Online Patron Registration
92
7
Circulation Services
90.8
8
Special Collection & Archives
89.5
9
Reference Services/Helpdesk
89.4
10
Interlibrary Loan/Document Delivery Services
89.3
Jadual1 KedudukanPeratusanTerhadapPerkhidmatanPKMA

10. AnalisisKepuasanPelanggan
11
Smart Library Skills
89.1
12
User Education Workshops
88.5
13
Smart Reference Desk
88.3
14
Research Support Services Forum
87
15
Focus Group Discussions
86.8
16
Printed Serial Collection
85.9
17
Printed Book Collection
85.3
18
Printing
85.1
19
Online Databases
84.6
20
Online Suggestion Box
84.3
21
E-Journals
84.2
22
E-Books Collection
79.4

11. AnalisisKepuasanPelanggan
33.1
37.1
30.8
17.2
29
18.2
21
26.5
26.6
24.7
15.5
16.2
22.1
53.6
26.7
27.2
26.1
26.7
15.7
16.6
23.5
16.3
61.5
57.6
63.9
68.1
50.4
67.7
63.2
58.1
62.8
66.1
73.8
73.3
70.2
41.6
65.3
57.9
62.2
62.4
68.6
71.9
63.3
70.7
5.4
5.3
5.3
14.7
20.6
14.1
15.8
15.4
10.6
9.2
10.7
10.5
7.7
4.8
8
14.9
11.7
10.9
15.7
11.5
13.2
13
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CAIS's Website
Opening Hours
Counter Services
Printed Book Collection
E-Books Collection
Printed Serial Collection
E-Journals
Online Databases
Reference Services/Helpdesk
Circulation Services
Interlibrary Loan/Document Delivery Services
Special Collection & Archives
Media & Thesis Collection
WebOPAC
Online Patron Registration
Printing
Smart Reference Desk
Smart Library Skills
Online Suggestion Box
User Education Workshops
Focus Group Discussions
Research Support Services Forum
CAIS Services by Percentage
Excellent
Good
Poor
Rajah 1 KedudukanPeratusanTerhadapPerkhidmatanPKMA

12. AnalisisKepuasanPelanggan
No.
Kemudahan
Peratusan (%)
1
Auditorium
96.4
2
Exhibition Area
96.3
3
Seminar Rooms
96
4
Free Ringing Zone
95.9
5
Meeting Room
94
6
24 Hours Reading Room
93.9
7
Discussion Rooms
92.7
8
Student Lounge
92.6
9
Book Drop
92.2
10
Chill-out Rooms
91.6
11
Carrell Rooms
90.6
12
Patron Shelfcheck System
90.5
13
Executive Knowledge Café
87.6
14
Lockers
87.2
15
Photocopying
80.7
16
Computer Lab
78.9
Rajah 2 KedudukanPeratusanTerhadapKemudahanPKMA

13. AnalisisKepuasanPelanggan
39.1
23.6
20.8
29.6
31.5
28.1
22.9
23.4
25.9
30.2
32.7
26.3
28.7
41.4
35.7
28.6
54.8
55.3
70.8
66.3
61.1
59.5
57.8
63.8
70.4
60.4
60
69.7
65.3
55
56.5
61.9
6.1
21.1
8.4
4.1
7.4
12.4
19.3
12.8
3.7
9.4
7.3
4
6
3.6
7.8
9.5
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
24 Hours Reading Room
Computer Lab
Chill-out Rooms
Free Ringing Zone
Student Lounge
Executive Knowledge Café
Photocopying
Lockers
Exhibition Area
Carrell Rooms
Discussion Rooms
Seminar Rooms
Meeting Room
Auditorium
Book Drop
Patron Shelfcheck System
CAIS Facilities by Percentage
Excellent
Good
Poor
Rajah 2 KedudukanPeratusanTerhadapKemudahanPKMA

14. PerbincangandanRumusan
•SetiapmaklumbalasakanmenjadirangsanganutamauntuksuntikankepadaPelanPerancanganStrategikPerpustakaan.
•UntukmenjadiPusatMaklumatSehentibagiUniversiti, makaperanannyasupayakekalrelevan, dirujukdandihormatiperludiseimbangidengangelombangpembaharuandankemajuanyang terkini.
•Perlubersifatterbukakepadapelanggan-pelanggannyauntukmemastikansegalaperkhidmatandankemudahanyang telahditawarkancukuprelevandengankeperluansemasa.

15. PerbincangandanRumusan
•PKMA berbanggadenganhasilkajianyang menunjukkantahapkepuasanpelanggannyakeranaberjayamencapaitahapmutuperkhidmatandankemudahanyang tinggiuntukdisajikankepadagolongansasarannya.
•Pencapaianiniakanmenjadilebihmencabarkeranaperubahankemajuansemasadanteknologiyang canggihakanmempengaruhikeperluandankehendakpelanggansupayaPKMA teruskekalberusahamenjadisebuahgedungilmuyang senantiasadihormati.

16. RuangPameran, Aras LG (KoleksiSerial), Aras G (KoleksiMedia & Tesis), KaunterSirkulasi, Aras 1 (KoleksiSainsSosial& Kemanusiaan), Aras 2 (KoleksiSains& Teknologi)

17. HarapanPKMA untukmenjadiPusattumpuansegalaaktivitiuniversi

18. Layananmesramenjaminkualiti& memberikepuasantinggiolehpelanggan

19. KemudahanAuditorumyang lengkapdarisegifasilitimemudahkansegalaaktivitiuniversitiyang memberiimpakpeningkatankedatanganpengunjungkePKMA

20. Rutinpenyusunanbuku-bukudirakbagimemudahkanpelanggan(3 kali x 1 hari)

21. Student Loungememberinilaitambahkemudahan/perkhidmatanyang ditawarkanolehPKMA

22. Sekian, terimakasih