UNIVERSITI UTARA MALAYSIA COLLEGE OF BUSINESS

SURVEY QUESTIONNAIRE THE FACTOR OF SERVICES QUALITY OF LIBRARY UUM INFLUENCE THE UUM STUDENTS SATISFACTION

Dear respondents, We are from students who are currently taking BPMM 3033, Marketing Research, group B which conducted by Prof. Madya Dr. Ismail Bin Lebai Othman. The purpose of this questionnaire survey is conducted to study the factor of services quality of library UUM influence the UUM students satisfaction. We are grateful if you could spend some time to respond to these questionnaires sincerely. You can have our assurance that your responses in this questionnaire will confidential and will only be used for academic purposes. If you are unsure of the answer that closely describes your feelings or opinion. We really hope that you could provide answer to ALL questions because each of them is important to the study. Your co-operation is highly appreciated. Thank you.

Please tick () your answer. Section A: Background information (Please tick one box only) 1. Gender: 2. Race: Male Malay Female Chinese Indian

Other __________ (Please specify) 3. Religion: Muslim Buddhist 4. Semester: _________ 5. Program Name: ___________________ 6. Education Level: Phd Master Degree 7. College: COB CAS COLGIS 8. How frequency of using the library in one semester? 1 times 2-3 times 4 times 9. What are objectives of using the library? Borrowing and returning the books Searching for the informations Doing the revision Others____________ (Please specify) Christian Hindu

Other (Please specify )

For the following questions, please circle a rating indicating the perceived level of importance. Assessment scale: 1 Strongly disagree 2 Disagree 3 Neutral 4 Agree 5 Strongly agree

Please circle your answer. Section C: SERVICE QUALITY I. Tangibles 1. There are a sufficient number of books. 2. The database is in good condition. 3. The environment is clean. 4. There are a sufficient number of study rooms and discussion rooms. 5. There are a sufficient number of computers for data research. 6. The overall reading atmosphere is good. II. Responsiveness 1. Library staff tries best to answer questions. 2. Library staff actively and aggressively provides services. 3. I never waited for a long period time to have the library services. 4. Library staffs quickly respond to my question. III. Reliability 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5 1 1 1 1 1 1 2 2 2 2 2 2 3 3 3 3 3 3 4 4 4 4 4 4 5 5 5 5 5 5

1. The collections are timely. 2. The collections are shelved accurately. 3. The loan and return records are accurate. 4. The content of library website is abundant and sufficient. 5. The staff can answer questions accurately.

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1. The classification fits in with all subjects. 2. Directional signs in the building are clear. 3. Library staffs are friendly and courteous. 4. Library staffs are aware of very service item. V. Empathy 1. The library provides loan and return services of data. 2. The collections meet course needs. 3. The library provides newspaper for students. 4. The regular length of opening hours is satisfactory. 5. The length of opening hours for holidays is satisfactory.

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Section C: CUSTOMER SATISFACTION. 1. I was satisfied with the facilities in the library. 2. I was satisfied with the appearance of the staff in the library. 3. I was satisfied the library operating hours. 1 1 1 2 2 2 3 3 3 4 4 4 5 5 5

Comment or suggestion:

We sincerely thank you for taking the time to complete this survey. - The End

Literature review VARIBLE Background information Tangibles Responsiveness ITEM NO. 9 6 4 AUTHOR I-Ming Wang and Chich-Jen Shieh (2006) I-Ming Wang and Chich-Jen Shieh (2006) I-Ming Wang and Chich-Jen Shieh (2006), Barbara Culiberg (2010), Nek Kamal Yeop Yunus, Azman Ismail, Zubrina Ranee Juga and Salomawati Ishak (2009) I-Ming Wang and Chich-Jen Shieh (2006) I-Ming Wang and Chich-Jen Shieh (2006) I-Ming Wang and Chich-Jen Shieh (2006) Nek Kamal Yeop Yunus, Azman Ismail, Zubrina Ranee Juga and Salomawati Ishak (2009)

Reliability Assurance Empathy Customer satisfaction

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