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Customer satisfaction survey on library collection.


Abdullah, Salmah (2011) Customer satisfaction survey on library collection. In: Asia-Pacific Conference on Library & Information Education & Practice, 22-24 June 2011, Pullman, Putrajaya. .

Abstract / Synopsis

This paper aims to study the customer satisfaction level towards the library coliection. The library collection includes books, printed journals, online journals, online books and online databases. The research developed to determine the satisfaction of the user who used the library collection. It also examine whether any significant difference of satisfaction exist among library client towards the coliection. Data gathered through a self-administered survey given to random sampled 1,295 respondents inclusive of staffs and students of Universiti Putra Malaysia (UPM). The results obtained show that category of user and the library coliection status itself are the elements that have an impact on customer satisfaction. This paper concludes that different categories of user have different level of satisfaction towards library collection.

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Additional Metadata

Item Type: Conference or Workshop Item (Paper)
Subject: Library Collection development
Subject: Customer satisfaction - Evaluation
Subject: Academic libraries
Divisions: Perpustakaan Sultan Abdul Samad
Keywords: Customer satisfaction; Measurement; Survey; Library collection, UPM; Printed journals; Online journals; Online books; Online databases; Academic libraries, Malaysia; Sultan Abdul Samad Library, Universiti Putra Malaysia (UPM).
Depositing User: Erni Suraya Abdul Aziz
Date Deposited: 29 Nov 2013 11:55
Last Modified: 19 May 2015 10:54
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