Kajian kepuasan pelanggan terhadap perkhidmatan perpustakaan universiti awam di malaysia

Nurulhuda Bt Ramli, Chai Siew Fun, Fazli Idris

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

This study looks into the relationship between service quality and customer satisfaction 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.

Original languageUndefined/Unknown
Pages (from-to)23-43
Number of pages21
JournalJurnal Pengurusan
Volume28
Publication statusPublished - Jul 2009

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)
  • Accounting
  • Business and International Management

Cite this

Kajian kepuasan pelanggan terhadap perkhidmatan perpustakaan universiti awam di malaysia. / Ramli, Nurulhuda Bt; Fun, Chai Siew; Idris, Fazli.

In: Jurnal Pengurusan, Vol. 28, 07.2009, p. 23-43.

Research output: Contribution to journalArticle

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