Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Perpustakaan Universiti Awam di Malaysia


Pusat Pengajian Pengurusan Perniagaan
Fakulti Ekonomi dan Perniagaan
Universiti Kebangsaan Malaysia
43600 Bangi, Selangor
Malaysia.

fazbid@yahoo.com

Abstract

This study looks into the relationship between service quality and customer sat isfaction in the library of a public institution of higher learning in Malaysia. The quality of services is grouped as frontline, core and peripheral services. A total of 145 students comprising 82 undergraduates and 63 postgraduates form the sample. Service performances are then tested against the customer satisfaction. The result shows that service performances are significantly related with customer satisfaction. Based on the results, theoretical and empirical justifications are offered.

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Citation

Bt Ramli, N., Chai, S. F., & Idris, F. (2009). Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Perpustakaan Universiti Awam di Malaysia. Jurnal Pengurusan, 28, 23–43.

@article{ramli2009kajian,
  title={Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Perpustakaan Universiti Awam di Malaysia},
  author={Bt Ramli, Nurulhuda and Chai, Siew Fun and Idris, Fazli},
  journal={Jurnal Pengurusan},
 

volume={28},
  number={},
  pages={23—43},
  year={2009},
  doi={},
  publisher={Penerbit UKM},
}

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28 (2009) 23 – 43

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