I.

List of Figures
Figure 1

Bar chart of answers to Question 1 Page 6

Figure 2

Bar chart of answers to Question 2 Page 6

Figure 3

Bar chart of answers to Question 3 Page 7

Figure 4

Bar chart of answers to Question 4 Page 7

Figure 5

Bar chart of answers to Question 5 Page 8

Figure 6

Bar chart of answers to Question 6 Page 8

Figure 7

Bar chart of answers to Question 7 Page 9

Figure 8

Bar chart of answers to Question 8 Page 9

Figure 9

Bar chart of answers to Question 9 Page 10

Figure 10

Bar chart of answers to Question 10 Page 10

Figure 11

Bar chart of answers to Question 11 Page 11

Figure 12

Bar chart of answers to Question 12 Page 11

Figure 13

Bar chart of answers to Question 13 Page 12

Figure 14

Bar chart of answers to Question 14 Page 12

Figure 15

Bar chart of answers to Question 15 Page 13

Figure 16

Bar chart of answers to Question 16 Page 13

Figure 17

Bar chart of answers to Question 17 Page 14

II. Abstract
Student Satisfaction Survey of Limkokwing University Library Services
Muhammad Hariz
Zurhain Binti Yunos
Joanna Loura Anak Jimbun
Wang Yong
Zhang Yiqun

This study was to improve library condition including the services. It was requested on 2 May
2014. The investigation was done by our group. The main findings were that most of the students
are not satisfied with the library condition and services. It was conclude that the library should
improve more their quality. The recommendations are that the library should satisfied the student
by improving their quality, and service. The quality meaning here are provide more photocopy
machine, add more books for the references, improve the services, and provide more discussion
room.

1.0 Introduction
The library is the one of an essential facility in every university. Almost all of the libraries
provide assistance in terms of learning and service learning session. Library was introduced as a
collection of books for reading or learning, or a building or room in which knowledge resources
are stored (Miao & Bassham, 2006). Library also expanded the definition of a record storage
civilization to build a body of information sources and services in the 20th century. The services
of library play an important role especially the services in the field of education, particularly
university students who use the library as a reference and learning. Quality management in the
service sector should also be available to increase students' comfort level when in the library
(Lagrosen & Lagrosen 2003).
Each library is prepared to be equipped with all necessary facilities. In terms of learning, the
library needs to have reading materials such as books, journals, articles, newspapers including
internet. Whereas, for the convenience of learning is also a library should have a computer,
printer, scanner, discussion rooms, presentation rooms, projectors and others. Additionally, library
should have an environment that is suitable for classes only but are clean and conducive
environment. Therefore, this study was undertaken to review the level of provision and services
offered at the library LUCT.
This information obtained from the students at Limkokwing University in order to improve the
library condition including the services. This survey will help you as a student to get better
service and facilities during you study at Limkokwing University.

2.0 METHODOLOGY
The methodology used in this study was a questionnaire. 40 respondents were selected to answer
the survey questions provided. Selection of respondents was randomly where each respondent in
the questionnaire while in the vicinity of the study area LUCT library. Each respondent have to
answer 17 different questions in order to achieve the goals of this study. The questions posed to
the respondents was divided into two parts, and the profile of the respondents to a survey related
questions such as the level of employee service and satisfaction library facilities available at the
library such as printers , computers , projectors , discussion rooms, presentation rooms and others.
From these questionnaires, there will be an analysed to obtain the output will be finding in this
study. From finding that could be released as there are some problems that are identified from the
survey.
The methodology used in this study was a questionnaire. 40 respondents were selected to answer
the survey questions provided. Selection of respondents was randomly where each respondent in
the questionnaire while in the vicinity of the study in LUCT library. Each respondent should have
an answer for 17 different questions in order to achieve the goals of this study. The questions
posed to the respondents was divided into two parts, and the profile of the respondents to a survey
related questions such as the level of employee service and satisfaction library facilities available
at the library such as printers , computers , projectors , discussion rooms, presentation rooms and
others. As we mention early, from these questionnaires, there will be analysed to obtain the output
will be finding in this study. From the finding that could be released as there are some problems
that are identified from the survey. Lastly, from the finding will be outlined several proposals to
address the problem in order to enhance the provision of services and facilities at the library
LUCT. These will be able to produce a comfortable, clean and conducive environment in LUCT
library.

3.0 FINDINGS
Please tick (

Strongly
Strongly
Agree Neutral Disagree
Agree
Disagree
1. Library staffs treat me fairly and without
discrimination.

26

10

2. Library staffs are professional in their

dealings with me.

28

3. Library staffs are friendly.

24

10

4. Library staffs give my enquiries appropriate

15
time and attention.

18

5. Library staffs provide accurate answers.

14

15

6. Library staffs are easy to approach.

25

7. Library staffs keep me informed about new

services and collections.

19

8. I am able to access computer workstations

30
in the library.

9. Student computer room is adequate.

13

10.Computer facilities and electronic

equipment are accessible.

10

12

11.Library space is adequate.

10

11

12.Study space in the library is adequate.

12

12

13.Group study facilities are adequate.

14

10

14.Printing facilities are adequate.

14

17

15.The collection in the library meets my

research needs.

28

16.Opening hours are adequate.

14

15

17.Photocopy machine are adequate.

12

11

No.1: Library staffs treat me fairly and without discrimination.

The first matter is about whether the library staff treated student fairly or not. In other words,
there is no discrimination. Referring to the graph, we can see that there were 26 respondents out
of 40 respondents are strongly agreed that library staff treated students fairly. In the meantime,
there were 10 respondents are only agree that library staff treated students fairly. While there were
only 4 respondents are think that library staff treated students fairly as neutral. On the contrary,
there were no respondents are disagree and strongly disagree about this statement. We can
conclude that the library staff obviously did a little discrimination towards LUCTs students.

No.2: Library staffs are professional in their dealings with me.

The second statement is whether the library staffs are professionally dealing with the students or
not. There were 28 respondents are strongly agree in this statement which is the highest number
based on the graph. On the other hand, there were only 4 respondents are agreed regarding this
statement. Meanwhile, there were 8 respondents give a neutral as an answer towards this
statement. Overall, the lowest numbers of respondents are agreed that library staff deal with
6

students professionally.

No. 3: Library staffs are friendly.

Third statement is regarding how warm is library staff when handling students. According to the
indicated graph, there were 24 respondents hit strongly agree. It is dominated among 5 ranks. At
the same time, there are 10 respondents agreed in this statement. Which mean, the library staff is
friendly towards student. While there are 3 respondents out of 40 respondents are hit neutral in
this statement. On the contrary, there were only 1 respondent disagree regarding this statement.
The library staff either not welcome he/she nicely. Simple say that the library staff is not friendly
towards those respondent. While the rest of respondents are strongly disagree contingent to the
graph.

No.4: Library staffs give my enquiries appropriate time and attention.

Based on the pointed graph, the highest number is dominated by agreed respondents. Which are
18 respondents in the fourth matter. The fourth statement is explains about whether the library
staff give an appropriate time and attention within regarding students enquiries. The second rank
7

is pointed at strongly agree, 15 respondents. At the same time, there were disagreed and strongly
disagree respondents regarding this matter. There were both 1 respondent and the rest is neutral.

No.5: Library staffs provide accurate answers.

The fifth statement is concerning about how accurate the information is provided by library staff.
The lowest rank is at disagreed level, which is 2 respondents. While the highest rank is at agree
level concerning how accurate the information is given. There are 15 respondents agree that
library staff is provide an accurate information for student. While there are 14 respondents, 6
respondents, and 3 respondents are strongly agree, neutral, and strongly disagree about this
matter.

No.6: Library staffs are easy to approach

The sixth statement is in the matter of how easy the library staff is approach. Graph above
explains that there are 25 respondents strongly agree concerning this statement. Besides, it is the
highest number among the other rank in this statement. In the meantime, there are 8 respondents
and 3 respondents are agreed and disagree regarding this statement. And the rest are both 2
8

respondents in neutral and strongly disagree.

No.7: Library staffs keep me informed about new services and collections.

The graph indicated about how well the students are informs regarding the new services and
collections. The graph noted that 19 respondents are disagreed. This means that library staff is not
well in keeping the students know about the new services and collections. There were also 7
respondents are strongly disagree about this matter. We can see that library staff are not handling
well in keeping students know about the latest news. On the other hand, there were 5 respondents
are keep informed about the new services and collections. At the same time, there are 9
respondents are neutral regarding this matter.

No.8: I am able to access computer workstations in the library.

The graph is concerning whether the students have an access computer stations in the library.
There were 30 respondents strongly agree regarding this matter. Which mean, the students have
an access to computer in the library. While there were both 5 respondents are agree and neutral
9

concerning this matter and there is no respondent disagree concerning this matter.
No.9: Student computer room is adequate.

The ninth graph is related to whether the computer room is adequate or not. The graph indicated
that most respondents are disagreed regarding this statement. the library clearly not providing an
adequate computer room for LUCTs students. While there were only 5 respondents are strongly
disagree. On the contrary, there were 6 respondents and 7 respondents are strongly agree and
agree regarding this statement.
No.10: Computer facilities and electronic equipment are accessible.

The graph above is concerning about how accessible are computer facilities and electronic
equipment. The graph noted that there were 12 respondents are disagreed about this matter. On
the other words, the computer facilities and electronic equipment are not accessible for students.
This is the highest rank among the other rank. While the lowest rank is dominated by 4
respondents which are strongly agree about this matter. The rest are 8 respondents, 10
10

respondents, and 6 respondents are agreed, neutral, and strongly disagree regarding this matter.
No.11: Library space is adequate.

The eleventh graph is regarding whether the space in library is enough or not. Based on the graph,
we can see that most of the respondents are agreed concerning this matter which is 11
respondents. While there were both 6 respondents are disagree and strongly disagree regarding
this matter and also the lowest number. Not mention the 10 respondents are strongly agreed. And
the rest is 7 respondents are choose neutral to be their answer. We can conclude that the space in
library is quite enough.
No.12: Study space in the library is adequate.

The twelfth graph is concerning about whether the study space in the library is adequate or not.
The graph referring there were both 12 respondents are strongly agree and agree regarding this
matter. While there were 3 respondents are strongly disagree concerning this matter which is also
the lowest number. In the meantime, there were 8 respondents and 5 respondents are neutral and
11

strongly disagree about this matter.

No.13: Group study facilities are adequate.

The graph referring how adequate is the group study facilities in the library. The highest number
is dominated by neutral respondents, 14 respondents. On the contrary, there were 6 respondents
and 5 respondents are strongly agreed and agree about this matter. Which mean the group study
facilities is almost enough since there were only 3 respondents strongly disagree regarding this
matter. And the rest respondent were chose disagree as their answer.

No.14: Printing facilities are adequate.

Above is the graph that concerning regarding whether the printing facilities are adequate
or not. The graph indicated that there were both 2 respondents are chose strongly agree
and agree regarding this matter which is also the lowest number. On the other hand, there
were 17 respondents are chose strongly disagree as their answer. In this situation, most of
the students are not satisfied with the printing facilities. Other than that, there were 5
12

respondents and 14 respondents are chose neutral and disagree in this matter.
No.15: The collection in the library meets my research needs.

The fifthteen graph is concerning regarding the research needs are meet or not. According to the
graph, neutral is dominate the most. There were 28 respondents choose this answer. While
dominated the less are strongly agree and strongly disagree which is only 2 respondents. These
were followed by disagree, 3 respondents and agree, 3 respondents.
No. 16: Opening hours are adequate.

The graph above is regarding whether the opening hours are enough or not. From the graph, we
can see that neutral also dominated other than any rank. There were 15 respondents chose neutral
to be their answer. Which mean, the opening hours mostly is fair enough for them. However,
there were 1 respondent and 4 respondents is strongly disagree and disagree regarding this matter.
In the other words, the opening hours are not enough. In the meantime, there were 6 respondents
are agree and 14 respondents are strongly agree. Which means, the opening hours are enough for
these categories.
13

No.17: Photocopy machine are adequate.

Last but not least, this graph is regarding how is the photocopy machine is adequate for
LUCT student. From the graph which is reflected from the survey, the most rank are
dominated by neutral, followed by disagree and strongly disagree. The number of
respondent that chose these to be their answer is 12 respondents, 11 respondents, and 9
respondents. In the meantime, there were 3 respondents are strongly agree and 5
respondents are agree regarding this matter.

14

4.0 Conclusion
From the entire study, there are several problems that arise:
1)

Remind about new services and collection

Items such as books, journals, and articles that are available in the library are very limited and
insufficient. The LUCT should provide more books and numerous scholarly stuff and use as a
reference for students. Moreover, the services available in the library LUCT, somewhat less than
satisfactory, so the LUCT should take action so that the services available in the library to get the
comfort of the students to learn
2)

Provide more computer room

Lack of computers and computer rooms in LUCT is among the problems found in the library. It
makes it difficult for students to work and learn. The students had to take turns to use the
computer because there are only 30 computers in the computer room library only. The average
computer room space causes the students feel uncomfortable.
3)

Make computer facilities and electronic equipment are more easier to accessible and user
friendly

LUCT libraries should improve and upgrade items such as computers and electronics to be able to
accommodate the number of students who use these products. LUCT party should also ensure the
use of computers and other electronic items such as printers, scanners etc., are at a satisfactory
level so as not to cause problems to the students.
4)

Provide more discussion room

A discussion room is an important facility in the current lesson outside of campus learning.
Therefore, each involving a group study facilities such as a room, projector, tables and chairs,
white screen etc should be monitored by the LUCT to all amenities and is quite satisfactory in
terms of the level of comfort, privacy, clean and others.
5)

Provide more printing facilities

Printing machine is one of the facilities that are important to a student in the print study notes and
assignment. Typically, printers shortage, students must take turns with time. Sometimes machine
with good services that do not cause the machine is not on a satisfactory level. Hence, the LUCT
should provide adequate machines and systems that is more efficient in providing essentially
printing.
6)

Improve the collection especially in research material

Students who are conducting research requires adequate materials to help for referrals. Usually
they are more likely to find the material in the library. Therefore, the LUCT have to ensure that
research studies of the past, article, journal, news, and other are enough and up to date.
15

5.0 References List

Lagrosen, S. & Lagrosen, Y. 2003 Management of service quality-differences in values,
Practices and outcomes. Managing Service Quality 13 (5): 370-381
Miao, H. & Vance, C. 2001. Cross-national assessment of service in libraries. Library
Management 28: 53-61
Ladhari, R. & Morales, M.2008. Perceived value and recommendation A study Canadian
public library users. Library Management 29(4/5) 352-366

16

6.0 Appendices
Instruction
Please complete the following questions to reflect your opinion and answer factual
questions to the best of your knowledge. Your information will be kept strictly
confidential.

1. Your gender.
Male
Female

2. Your age.
18 years old and below
19 years old - 21 years old
22 years old - 24 years old
25 years old and above

3. Nationality.

17

Strongly
Strongly
Agree Neutral Disagree
Agree
Disagree
1. Library staffs treat me fairly and without
discrimination.
2. Library staffs are professional in their
dealings with me.
3. Library staffs are friendly.
4. Library staffs give my enquiries appropriate
time and attention.
5. Library staffs provide accurate answers.
6. Library staffs are easy to approach.
7. Library staffs keep me informed about new
services and collections.
8. I am able to access computer workstations
in the library.
9. Student computer room is adequate.
10.Computer facilities and electronic
equipment are accessible.
11.Library space is adequate.
12.Study space in the library is adequate.
13.Group study facilities are adequate.
14.Printing facilities are adequate.
15.The collection in the library meets my
research needs.
16.Opening hours are adequate.
17.Photocopy machine are adequate.

18