Customer Satisfaction Survey · CUSTOMER SATISFACTION SURVEY (CSS) 2012 TEAM COMMITTEE & ADVISOR Advisor/Consultant (S PSS Analysis) Dr. Joharry Othman Institute of Education, IIUM

International Islamic University Malaysia Library

Customer Satisfaction Surveya report on its findings

2012

Report brought to you by:Central Library (Gombak)CSS Team 2012

1

IIUM CENTRAL LIBRARY (GOMBAK)

CUSTOMER SATISFACTION SURVEY (CSS) 2012

TEAM COMMITTEE & ADVISOR

Advisor/Consultant (SPSS Analysis)

Dr. Joharry OthmanInstitute of Education, IIUM

Coordinator

Siti Hawa DarusCentral Library (Gombak), IIUM

Report Writing & Editorial CommitteeNoraini Mukhtar

Central Library (Gombak), IIUMNormala Harun

SMNA Library, ISTAC, IIUM

Survey Distribution & Collection Committee

Saabihah Mohamed SallehCentral Library (Gombak), IIUM

Data Compilation CommitteeIrni Izwah Abu Bakar

Norbaya MudaZalirawati Anita Jusoh

Central Library (Gombak), IIUM

Report written byNoraini Mukhtar

Central Library (Gombak), IIUM

IIUM Library Customer Satisfaction Survey 20121

© IIUM Library Customer Satisfaction Survey 2012 Team i

CONTENTS

1. INTRODUCTION1.1 The survey ……………………………………………………………..page 11.2 Objective..……………………………………………………………...page 11.3 The survey process

a. The Survey Team ………………………………………………….. page 2b. Sampling ………………………………………………………….. page 2c. Survey questionnaire ………………………………………………page 2d. Choice of responses and Related score ……………………………page 5e. Tools used ………………………………………………………….page 5

2. OVERVIEW OF FINDINGS2.1 Demographics of survey respondents ..………………………………...page 62.2 Overall measure of satisfaction ………………………………………. page 7

3. SPECIFIC RESULTS3.1 Information resources (IR) .…………………………………………….page 93.2 Services (SRV) .……………………………………………………….. page 103.3 General facilities & equipment (GFE) ..……………………………….. page 113.4 IT facilities & equipment (ITFE) ………………………………………... page 123.5 Library staff (LS) .……………………………………………………... page 133.6 Communication (COMM) ……………………………………………… page 143.7 Miscellaneous (MISC) …………………………………………………. page 15

4. OPPORTUNITIES FOR IMPROVEMENT & RECOMMENDATIONS FROMTHE SURVEY TEAM4.1 Overall survey findings ………………………………………………..page 164.2 Important area to focus on …………………………………………….page 17

5. CONCLUSION …………………………………………………………..…page 20

6. APPENDICES6.1 Sample Size Calculator by Raosoft, Inc. ……………………………… page 216.2 Paper Questionnaire

a. Staff ………………………………………………………………. page 22b. Student ……………………………………………………………. page 23

6.3 Customers’ Additional Comments on ‘Information Resources (IR)’ …….. page 246.4 Customers’ Additional Comments on ‘Services (SRV)’ ..………………... page 256.5 Customers’ Additional Comments on ‘Gen. Facilities & Equipment (GFE)’ page 266.6 Customers’ Additional Comments on ‘IT Facilities & Equipment (ITFE)’.… page 276.7 Customers’ Additional Comments on ‘Library Staff (LS)’ .………………page 286.8 Customers’ Additional Comments on ‘Communication (COMM)’ .………page 296.9 Customers’ Additional Comments on ‘Miscellaneous (MISC)’ ..………… page 306.10 Customers’ Additional Comments on ‘Why do you come to the Library’.. page 31


© IIUM Library Customer Satisfaction Survey 2012 Team 1

1. INTRODUCTION

1.1 The survey

The IIUM Library is committed to continuous improvement and to be recognizedas an organization consistently exhibiting the ‘walk-the-talk’ as pledged in thelibrary’s goals and values in its balance score card. This survey is one of thekey performance indicators of the library and this report presents the findingsof the survey.

1.2 Objective

The objectives of the survey among others are:1. To identify opportunities for improvement from the information gathered

from the survey2. To provide the means to measure and monitor the performance of the IIUM

Library over time3. To allow customers the opportunity to communicate openly and honestly with

the management team of the Library

The objectives of this report among others are:1. To get the response of the Library Management towards comments and

findings acquired from the survey.2. To use the data to prioritize the continuous improvement initiatives by the

library.3. To recommend on sub-criteria/areas to improve.



1.3 The survey process

1. The Survey TeamA team consisting of Dr. Joharry Othman from the Institute of Education asthe Advisor/Consultant of the team, Siti Hawa Darus as the TeamCoordinator, Noraini Mukhtar and Normala Harun as the Report Writingand Editorial Committee, Saabihah Mohd Salleh as the Survey Distributionand Collection Committee, Irni Izwah Abu Bakar, Norbaya Muda andZalirawati Anita Jusoh as the Data Compilation Committee. The team wasassisted by a supporting staff, Padzilah Yahya, for miscellaneous tasks.

2. SamplingThe survey this time around was targeted to the IIUM Central Library(Gombak). This report is focused on the survey conducted at the CentralLibrary in Gombak.

The IIUM Central Library (Gombak) has an approximate population of3,066, a number derived from the Library Integrated System SYMPHONY.These are the active users of the library that has at least one (1) borrowingtransaction.

The Sample Size Calculator by Raosoft, Inc., was used to calculate thesample size. Please refer Appendix 6.1 for detailed calculation of sample.The recommended sample size was 228 but we extended the number to354 for higher confidence level (i.e. between 95-99%). Systematic randomsampling was adopted. Every ninth (9th) row from the 3,066 names waspicked out as intended respondent.

3. Survey questionnaireThe survey questionnaire (Appendix 6.2a-Staff and 6.2b-Students) formsthe core of the customer satisfaction research. The questionnaire whichcomprises of sixty-four (64) questions (for Staff) and sixty-three (63)questions (for Students), are sub-divided into two parts, part 1 and 2.

Part 1 being the indicator of satisfaction of the respondents with the library,is subdivided into seven (7) criteria/areas of concern. They are:1. Information resources (IR)2. Services (SRV)3. General facilities & equipment (GFE)4. IT facilities & equipment (ITFE)5. Library staff (LS)6. Communication (COMM)7. Miscellaneous (MISC)



Detailed sub-criteria/items under each criteria/main area are listed below:

A. INFORMATION RESOURCES1. Adequacy of books in your field(s) of interest2. Adequacy of journals in your field(s) of interest3. Adequacy of online databases4. Adequacy of audio visual materials (CDs, Video/audio cassettes, etc.)5. Adequacy of digital resources (exam papers, IIUM Thesis, Islamic Economics,

Islamic Law, etc.)6. Access to information resources (books, journals, etc.)

B. SERVICES7. Opening hours8. Transaction assistance at circulation/lending counter9. Reference services’ assistance10. Assistance on using library resources11. Document delivery and inter-library loan (ILL)12. Information skills classes (if you have attended any)

C. GENERAL FACILITIES & EQUIPMENT13. Baggage facilities14. Common study areas15. Carrel/Research rooms16. Discussion rooms/Group study rooms17. Leisure reading area18. Newspaper reading areas19. Facilities for the disabled/persons with special needs20. Viewing rooms21. Library auditorium22. Multipurpose room23. Print and copier services24. Space, lighting and temperature25. Restrooms/Toilets

D. IT FACILITIES & EQUIPMENT26. IIUM Library catalogue (OPAC)27. IIUM Library websites28. No. of computers to support study/research29. Wifi facilities30. Off campus access to online information resources31. Self-service book borrowing machines32. Self-service book return machines

E. LIBRARY STAFF33. Readiness to assist and helpfulness34. Courtesy and friendliness35. Fair treatment and without discrimination36. Accurate answers to enquiries37. Resolve problems in a timely manner38. Speaks clearly and distinctly



F. COMMUNICATION39. Library rules and regulations are well communicated40. Print signage are clear and appropriate41. Services are well described42. Library homepage is user friendly43. Library acebook is informative and responsive44. Alerts on new services and facilities are prompt45. Response to complaints/suggestions (print form) is prompt

G. MISCELLANEOUS46. Assistance at library entrance/exit47. Assistance at multimedia & special collection counter48. Assistance at serials/journals counter49. Updating of Electronic signage50. Quiet study zones51. Children waiting area

H. (Item 52 or i52)As a whole, are you satisfied with the services provided by IIUM Main/Gombak Library?o Very Dissatisfied o Dissatisfied o Satisfied o Very Satisfied

Part 1 also houses the question on overall satisfaction. Respondents aregiven the opportunity to note their comments in their own words in theadditional comments section. Part 2 contains questions for the collection ofrespondents’ demographics. Customers were given the opportunity toparticipate in the survey from 21st November 2012 until 30th January 2013by completing the questionnaires anonymously. This anonymity helps toensure true concerns of the IIUM Library’s customers are identified. The datafrom the print survey were then entered into the SPSS software.



4. Choice of Responses and Related ScaleThe choice of responses that respondents may answer on their level ofsatisfaction on services provided by the IIUM Central Library in Gombakare classified as in the following table:

5. Tools usedThe tools used for this survey are:1. Sample Size Calculator by Raosoft, Inc.2. SPSS Statistics for statistical analysis3. Microsoft Excel spreadsheets for the chart plotting

CHOICES OF RESPONSES SCALEVery Dissatisfied 1Dissatisfied 2Satisfied 3Very Satisfied 4



2. OVERVIEW OF FINDINGS

2.1 DEMOGRAPHICS OF SURVEY RESPONDENTS

A total of 354 respondents’ survey forms were acquired from this survey.Please refer to the following illustrations on profile of survey respondents.

Student79.7%(282)

Staff20.3%(72)

Student/Staff Respondent Proportion

CSS2012/nm...08.02.2013



2.2 OVERALL MEASURE OF SATISFACTION

The Customer Satisfaction IndexThe library has set the 3.00 index as the customer satisfaction index in itsbalance score card. This is also the performance achievement baseline or thequalifying indicator of customer satisfaction.

The calculation of the satisfaction index is derived from the mean of all the sub-criteria/items numbered i1-i51. The mean for i52 i.e. the ‘satisfaction as awhole’ was also calculated. The results in the figure below shows smalldifference in mean between the two mean (3.1108 and 3.1411).

Fig. 1: Comparison between Item Mean of i52 and Mean of i1 to i51

NO. OFRESPON-DENTS (N)

MINSCORE

MAXSCORE

MEAN STD.DEVIATION

i1 to i51All sub-criteria/items 1-51

354 2.10 3.98 3.1108 .32442

i52As a whole, are you satisfiedwith the services provided byIIUM Main/Gombak Library?

326 2.00 4.00 3.1411 .41328

Valid N 326

We note here in the figure below, the finding on percentage of ‘Satisfied’(scale 3) and ‘Very Satisfied’ (scale 4). Please note that 2 is the scale for‘Dissatisfied’.

Fig. 2: Percentage of ‘Satisfied’ (Scale 3) and ‘Very Satisfied’ (Scale 4)

FREQUENCY PERCENT VALIDPERCENT

CUMULATIVEPERCENT

Valid

2.00 8 2.3 2.5 2.53.00 264 74.6 81.0 83.44.00 54 15.3 16.6 100.0Total 326 92.1 100.0

Missing 9.00 28 7.9

Total 354 100.0

From the tables, the customer satisfaction index is 3.11 and percentage ofsatisfaction is 89.9%. This indicates that the library has achieved thesatisfaction index of over 3.00 for the year.



Other criteria/areas of concern and their individual sub-criteria/item in thissurvey will be measured against the determined index 3.00. They will beelaborated upon and explained in the pages that follow.

We include the additional comments on each criteria/area of concern in theappendices because these comments by the customers touch on the salientpoints that either emphasize points already covered by the questionnaire orpoint-out aspects/factors not covered by the questionnaire.



3. SPECIFIC RESULTS

3.1 Information Resources (IR)

The overall mean for IR is 3.02. The figure below depicts the mean for theindividual sub-criteria/item.

Fig. 3: Mean for IR

SUB-CRITERIA/ITEMNO. OF

RESPON-DENTS (N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

i1 Adequacy of books inyour field(s) of interest

328 1.00 4.00 3.0701 .50498

i2 Adequacy of journals inyour field(s) of interest

302 1.00 4.00 2.9967 .54376

i3 Adequacy of onlinedatabases

300 2.00 4.00 3.1400 .49789

i4 Adequacy of audiovisual materials (CDs,Video/audio cassettes,etc.)

247 1.00 4.00 2.9879 .49781

i5 Adequacy of digitalresources (exam papers,IIUM Thesis, IslamicEconomics, Islamic Law,etc.)

301 1.00 4.00 2.9701 .59085

i6 Access to informationresources (books,journals, etc.)

309 1.00 4.00 3.1586 .50075

Sub-criteria/item 2, 4 and 5 (highlighted in red) did not reach the qualifyingindex of 3.00.

Additional comments on IR by the customers can be viewed at Appendix 6.3.



3.2 Services (SRV)

The overall mean for SRV is 3.14. The figure below depicts the mean for theindividual sub-criteria/item.

Fig. 4: Mean for SRV


RESPON-DENTS (N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

i7 Opening hours 330 1.00 4.00 3.0576 .63797i8 Transaction assistance

at circulation/lendingcounter

329 1.00 4.00 3.2097 .48930

i9 Reference services’assistance

321 1.00 4.00 3.1713 .49237

i10 Assistance on usinglibrary resources

320 1.00 4.00 3.1625 .49937

i11 Document delivery andinter-library loan (ILL)

288 2.00 4.00 3.2083 .43975

i12 Information skills classes(if you have attendedany)

270 1.00 4.00 3.2074 .48158

All sub-criteria/item exceeded the qualifying satisfaction index of 3.00.However, the mean for item 7 ‘Opening hours’, though exceed, is not veryencouraging.

Additional comments on SRV by the customers can be viewed at Appendix 6.4.



3.3 General Facilities & Equipment (GFE)

The overall mean for GFE is 3.18. The figure below depicts the mean for theindividual sub-criteria/item.

Fig. 5: Mean for GFE


RESPON-DENTS (N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

i13 Baggage facilities 66 1.00 3.00 2.6364 .57208i14 Common study areas 326 2.00 4.00 3.2147 .48029i15 Carrel/Research rooms 291 1.00 4.00 3.1478 .52734i16 Discussion rooms/Group

study rooms313 1.00 4.00 3.1725 .49576

i17 Leisure reading area 331 1.00 4.00 3.2810 .54736i18 Newspaper reading

areas324 2.00 4.00 3.2716 .50416

i19 Facilities for thedisabled/persons withspecial needs

264 1.00 4.00 3.1780 .49573

i20 Viewing rooms 281 1.00 4.00 3.1851 .44069i21 Library auditorium 305 1.00 4.00 3.2262 .47776i22 Multipurpose room 312 1.00 4.00 3.1891 .49383i23 Print and copier services 320 1.00 4.00 3.1500 .53352i24 Space, lighting and

temperature336 1.00 4.00 3.2917 .53926

i25 Restrooms/Toilets 341 1.00 4.00 3.2463 .54586

Sub-criteria/item 13 did not reach the qualifying index of 3.00.

Additional comments on GFE by the customers can be viewed at Appendix 6.5.



3.4 IT Facilities & Equipment (ITFE)

The overall mean for ITFE is 3.08. The figure below depicts the mean for theindividual sub-criteria/item.

Fig. 6: Mean for ITFE


RESPON-DENTS (N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

i26 IIUM Library catalogue(OPAC)

325 1.00 4.00 3.1846 .54694

i27 IIUM Library websites 339 2.00 4.00 3.2330 .50615i28 No. of computers to

support study/research284 1.00 4.00 2.8627 .61674

i29 Wifi facilities 312 1.00 4.00 2.8109 .73024i30 Off campus access to

online informationresources

294 1.00 4.00 2.8844 .72514

i31 Self-service bookborrowing machines

337 2.00 4.00 3.2908 .47403

i32 Self-service book returnmachines

338 2.00 4.00 3.3314 .47765

Sub-criteria/item 28, 29 and 30 did not reach the qualifying satisfaction indexof 3.00.

Additional comments on ITFE can be viewed at Appendix 6.6.



3.5 Library Staff (LS)

The overall mean for LS is 3.12. The figure below depicts the mean for theindividual sub-criteria/item.

Fig. 7: Mean for LS


RESPON-DENTS (N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

i33 Readiness to assist andhelpfulness

334 1.00 4.00 3.1257 .51031

i34 Courtesy and friendliness 321 1.00 4.00 3.1215 .61812i35 Fair treatment and

without discrimination327 1.00 4.00 3.1560 .53424

i36 Accurate answers toenquiries

320 2.00 4.00 3.1500 .46441

i37 Resolve problems in atimely manner

324 1.00 4.00 3.1204 .54604

i38 Speaks clearly anddistinctly

329 1.00 4.00 3.1611 .50745

All sub-criteria/item exceeded the qualifying satisfaction index of 3.00.

Additional comments on LS can be viewed at Appendix 6.7.



3.6 Communication (COMM)

The overall mean for COMM is 3.08. The figure below depicts the mean for theindividual sub-criteria/item.

Fig. 8: Mean for COMM


RESPON-DENTS (N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

i39 Library rules andregulations are wellcommunicated

338 2.00 4.00 3.1124 .47404

i40 Print signage are clearand appropriate

337 2.00 4.00 3.1602 .46722

i41 Services are welldescribed

336 2.00 4.00 3.1280 .47473

i42 Library homepage is userfriendly

332 2.00 4.00 3.1325 .47970

i43 Library acebook isinformative andresponsive

277 1.00 4.00 3.0794 .50452

i44 Alerts on new servicesand facilities are prompt

296 1.00 4.00 3.0743 .50208

i45 Response tocomplaints/suggestions(print form) is prompt

283 1.00 4.00 3.0530 .51984

All sub-criteria exceeded the qualifying satisfaction index of 3.00.

Additional comments on COMM can be viewed at Appendix 6.8.



3.7 Miscellaneous (MISC)

This criteria/main area is a new addition to this year’s survey. It consists of sub-criteria/items that differs between the libraries of IIUM. The sub-criteria/itemslisted in this survey is specifically meant for, or available only, at the CentralLibrary (Gombak).

The overall mean for MISC is 3.03. The figure below depicts the mean for theindividual sub-criteria/item.

Fig. 9: Mean for Miscellaneous


RESPON-DENTS (N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

i46 Assistance at libraryentrance/exit

318 1.00 4.00 3.0189 .59939

i47 Assistance at multimedia& special collectioncounter

306 2.00 4.00 3.1405 .43214

i48 Assistance atserials/journals counter

295 2.00 4.00 3.0983 .42116

i49 Updating of Electronicsignage

294 1.00 4.00 3.0544 .46417

i50 Quiet study zones 316 1.00 4.00 2.9937 .65219i51 Children waiting area 295 1.00 4.00 3.1661 .52444

One sub-criteria i.e. sub-criteria/item 50 ‘Quiet study zones’ did not reach thequalifying satisfaction index of 3.00.

Additional comments on MISC can be viewed at Appendix 6.9.



4. OPPORTUNITIES FOR IMPROVEMENT &

RECOMMENDATIONS FROM THE SURVEY TEAM

4.1 Overall Survey Findings

When analyzing the mean between the seven criteria/areas of concern, it wasfound that all seven exceeded the satisfaction index of 3.00. They are asdepicted in the figure below.

Fig. 10: Mean for Each Criteria/Area of Concern

CRITERIA/AREA OF CONCERN

NO. OFRESPON-DENTS

(N)

MINSCORE

MAXSCORE MEAN

STD.DEVIA-TION

INFORMATION RESOURCES (IR) 348 1.60 4.00 3.0256 .39307MISCELLANEOUS (MISC) 348 1.00 4.00 3.0370 .45183IT FACILITIES & EQUIPMENT (ITFE) 351 1.67 4.00 3.0813 .41774COMMUNICATION (COM) 350 2.00 4.00 3.0863 .41318LIBRARY STAFF (LS) 346 1.00 4.00 3.1221 .47693SERVICES (SRV) 351 1.50 4.00 3.1430 .41287GENERAL FACILITIES & EQUIPMENT(GFE)

354 2.00 4.00 3.1803 .36553

The mean of criteria/areas of concern are arranged in ascending order. Thefirst four criteria/areas of concern (highlighted in green), scored slightly morethan 3.00. This shows that, there are substantial number of sub-criteria/itemscategorized under each of these four criteria/areas of concern, scored lowerthan 3.00, thus causing the overall mean to be pulled down to a slight exceedonly.



4.2 Important Area To Focus On

It is important to list down the sub-criteria/item according to its individualmean. This will indicate the performance of the sub-criteria/item based on thesatisfaction index.

The summarized survey analysis by ascending order of mean is as shown in thefollowing table.

Fig. 3: Mean for Each Sub-criteria/Item (i1-i51)

NO. ITEMS/SUB-CRITERIA(i1-i51)

NO. OFRESPON-DENTS

(N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

1. i13 Baggage facilities 66 1.00 3.00 2.6364 .572082. i29 Wifi facilities 312 1.00 4.00 2.8109 .730243. i28 No. of computers to

support study/research284 1.00 4.00 2.8627 .61674

4. i30 Off campus access toonline informationresources

294 1.00 4.00 2.8844 .72514

5. i5 Adequacy of digitalresources (exam papers,IIUM Thesis, IslamicEconomics, Islamic Law,etc.)

301 1.00 4.00 2.9701 .59085

6. i4 Adequacy of audiovisual materials (CDs,Video/audio cassettes,etc.)

247 1.00 4.00 2.9879 .49781

7. i50 Quiet study zones 316 1.00 4.00 2.9937 .652198. i2 Adequacy of journals in

your field(s) of interest302 1.00 4.00 2.9967 .54376

9. i46 Assistance at libraryentrance/exit

318 1.00 4.00 3.0189 .59939

10. i45 Response tocomplaints/suggestions(print form) is prompt

283 1.00 4.00 3.0530 .51984

11. i49 Updating of Electronicsignage

294 1.00 4.00 3.0544 .46417

12. i7 Opening hours 330 1.00 4.00 3.0576 .6379713. i1 Adequacy of books in

your field(s) of interest328 1.00 4.00 3.0701 .50498

14. i44 Alerts on new servicesand facilities are prompt

296 1.00 4.00 3.0743 .50208

15. i43 Library acebook isinformative andresponsive

277 1.00 4.00 3.0794 .50452

16. i48 Assistance atserials/journals counter

295 2.00 4.00 3.0983 .42116



17. i39 Library rules andregulations are wellcommunicated

338 2.00 4.00 3.1124 .47404

18. i37 Resolve problems in atimely manner

324 1.00 4.00 3.1204 .54604

19. i34 Courtesy and friendliness 321 1.00 4.00 3.1215 .6181220. i33 Readiness to assist and

helpfulness334 1.00 4.00 3.1257 .51031

21. i41 Services are welldescribed

336 2.00 4.00 3.1280 .47473

22. i42 Library homepage is userfriendly

332 2.00 4.00 3.1325 .47970

23. i3 Adequacy of onlinedatabases

300 2.00 4.00 3.1400 .49789

24. i47 Assistance at multimedia& special collectioncounter

306 2.00 4.00 3.1405 .43214

25. i15 Carrel/Research rooms 291 1.00 4.00 3.1478 .5273426. i23 Print and copier services 320 1.00 4.00 3.1500 .5335227. i36 Accurate answers to

enquiries320 2.00 4.00 3.1500 .46441

28. i35 Fair treatment andwithout discrimination

327 1.00 4.00 3.1560 .53424

29. i6 Access to informationresources (books,journals, etc.)

309 1.00 4.00 3.1586 .50075

30. i40 Print signage are clearand appropriate

337 2.00 4.00 3.1602 .46722

31. i38 Speaks clearly anddistinctly

329 1.00 4.00 3.1611 .50745

32. i10 Assistance on usinglibrary resources

320 1.00 4.00 3.1625 .49937

33. i51 Children waiting area 295 1.00 4.00 3.1661 .5244434. i9 Reference services’

assistance321 1.00 4.00 3.1713 .49237

35. i16 Discussion rooms/Groupstudy rooms

313 1.00 4.00 3.1725 .49576

36. i19 Facilities for thedisabled/persons withspecial needs

264 1.00 4.00 3.1780 .49573

37. i26 IIUM Library catalogue(OPAC)

325 1.00 4.00 3.1846 .54694

38. i20 Viewing rooms 281 1.00 4.00 3.1851 .4406939. i22 Multipurpose room 312 1.00 4.00 3.1891 .4938340. i12 Information skills classes 270 1.00 4.00 3.2074 .4815841. i11 Document delivery and

inter-library loan (ILL)288 2.00 4.00 3.2083 .43975

42. i8 Transaction assistance atcirculation/lendingcounter

329 1.00 4.00 3.2097 .48930

43. i14 Common study areas 326 2.00 4.00 3.2147 .4802944. i21 Library auditorium 305 1.00 4.00 3.2262 .4777645. i27 IIUM Library websites 339 2.00 4.00 3.2330 .5061546. i25 Restrooms/Toilets 341 1.00 4.00 3.2463 .54586



47. i18 Newspaper reading areas 324 2.00 4.00 3.2716 .5041648. i17 Leisure reading area 331 1.00 4.00 3.2810 .5473649. i31 Self-service book

borrowing machines337 2.00 4.00 3.2908 .47403

50. i24 Space, lighting andtemperature

336 1.00 4.00 3.2917 .53926

51. i32 Self-service book returnmachines

338 2.00 4.00 3.3314 .47765

The top eight (8) items that the IIUM Central Library, Gombak, has to priority-focus on are as listed in number 1 to 8 from the above table as these areas didnot achieve the satisfaction index of 3.00.

Other items (number 9 to 16) should also be given attention for furtherimprovement due to its not-so-overwhelming achievement that is just slightlyover 3.00.

However, the top 12 performing items should be acknowledged andapplauded, namely:

NO. ITEMS/SUB-CRITERIA(i1-i51)

NO. OFRESPON-DENTS (N)

MINSCORE

MAXSCORE MEAN STD.

DEVIATION

1. i32 Self-service book returnmachines

338 2.00 4.00 3.3314 .47765

2. i24 Space, lighting andtemperature

336 1.00 4.00 3.2917 .53926

3. i31 Self-service bookborrowing machines

337 2.00 4.00 3.2908 .47403

4. i17 Leisure reading area 331 1.00 4.00 3.2810 .547365. i18 Newspaper reading

areas324 2.00 4.00 3.2716 .50416

6. i25 Restrooms/Toilets 341 1.00 4.00 3.2463 .545867. i27 IIUM Library websites 339 2.00 4.00 3.2330 .506158. i21 Library auditorium 305 1.00 4.00 3.2262 .477769. i14 Common study areas 326 2.00 4.00 3.2147 .4802910. i8 Transaction assistance at

circulation/lendingcounter

329 1.00 4.00 3.2097 .48930

11. i11 Document delivery andinter-library loan (ILL)

288 2.00 4.00 3.2083 .43975

12. i12 Information skills classes 270 1.00 4.00 3.2074 .48158



5. CONCLUSION

The IIUM Central Library, Gombak, has conducted a survey of the customers’satisfaction so that their views, ideas, and suggestions can be considered as anintegral part of its commitment to improvement.

The areas the library should prioritize in the near future are the:1. Information Resources (IR), specifically:

a. Adequacy of journals in your field(s) of interestb. Adequacy of audio visual materials (CDs, Video/audio cassettes, etc.)c. Adequacy of digital resources (exam papers, IIUM Thesis, Islamic Economics, Islamic

Law, etc.)2. General Facilities & Equipment (GFE), specifically:

a. Baggage facilities3. IT Facilities & Equipment (ITFE), specifically:

a. No. of computers to support study/researchb. Wifi facilitiesc. Off campus access to online information resources

4. Miscellaneous (MISC), specifically:a. Quiet study zones

However, more improvements in the individual factors (sub-criteria/item) mentionedin the survey scoring slightly more than 3.00 should also to be given attention andfurther enhanced, to ensure that the library’s vision, mission, objectives and goals insupporting the university’s vision and mission can be achieved.



1. APPENDICES

6.1Sample Size Calculator by Raosoft, Inc.

Sample size calculator

.

What margin of error can you accept?

5% is a common choice

% The margin of error is the amount of error that you can tolerate. If 90%of respondents answer yes, while 10% answer no, you may be able totolerate a larger amount of error than if the respondents are split50-50 or 45-55.

Lower margin of error requires a larger sample size.

What confidence level do you need?

Typical choices are 90%, 95%, or 99%

% The confidence level is the amount of uncertainty you can tolerate.Suppose that you have 20 yes-no questions in your survey. With aconfidence level of 95%, you would expect that for one of the questions(1 in 20), the percentage of people who answer yes would be more thanthe margin of error away from the true answer. The true answer is thepercentage you would get if you exhaustively interviewed everyone.

Higher confidence level requires a larger sample size.

What is the population size?

If you don't know, use 20000

How many people are there to choose your random sample from? Thesample size doesn't change much for populations larger than 20,000.

What is the response distribution?

Leave this as 50%

% For each question, what do you expect the results will be? If the sampleis skewed highly one way or the other,the population probably is, too.If you don't know, use 50%, which gives the largest sample size. Seebelow under More information if this is confusing.

Your recommended sample size is 228 This is the minimum recommended size of your survey. If you create asample of this many people and get responses from everyone, you'remore likely to get a correct answer than you would from a largesample where only a small percentage of the sample responds to yoursurvey.

Online surveys with Vovici have completion rates of 66%!

Alternate scenarios

With a sample size of With a confidence level of

Your margin of error would be 7.71% 5.36% 4.30% Your sample size would need to be 164 228 374

Save effort, save time. Conduct your survey online with Vovici.

More information

If 50% of all the people in a population of 20000 people drink coffee in the morning, and if you were repeat the survey of 377 people ("Did youdrink coffee this morning?") many times, then 95% of the time, your survey would find that between 45% and 55% of the people in your sampleanswered "Yes".

The remaining 5% of the time, or for 1 in 20 survey questions, you would expect the survey response to more than the margin of error away fromthe true answer.

When you survey a sample of the population, you don't know that you've found the correct answer, but you do know that there's a 95% chance thatyou're within the margin of error of the correct answer.

Try changing your sample size and watch what happens to the alternate scenarios. That tells you what happens if you don't use the recommendedsample size, and how M.O.E and confidence level (that 95%) are related.

To learn more if you're a beginner, read Basic Statistics: A Modern Approach and The Cartoon Guide to Statistics. Otherwise, look at the moreadvanced books.

In terms of the numbers you selected above, the sample size n and margin of error E are given by

x=Z(c/100)2r(100-r)

n =N x/((N-1)E2 + x)

E =Sqrt[(N - n)x/n(N-1)]where N is the population size, r is the fraction of responses that you are interested in, and Z(c/100) is the critical value for the confidence level c.

If you'd like to see how we perform the calculation, view the page source. This calculation is based on the Normal distribution, and assumes you have

Sample Size Calculator by Raosoft, Inc. http://www.raosoft.com/samplesize.html

more than about 30 samples.

About Response distribution: If you ask a random sample of 10 people if they like donuts, and 9 of them say, "Yes", then the prediction that youmake about the general population is different than it would be if 5 had said, "Yes", and 5 had said, "No". Setting the response distribution to 50%is the most conservative assumption. So just leave it at 50% unless you know what you're doing. The sample size calculator computes the criticalvalue for the normal distribution. Wikipedia has good articles on statistics.

How do you like this web page? Good as-is Could be even better

© 2004 by Raosoft, Inc.. Please download and reuse this web page!Questions? Please let us know.

Sample Size Calculator by Raosoft, Inc. http://www.raosoft.com/samplesize.html



1. APPENDICES

6.2a. Paper Questionnaire (Staff)

Page 1 of 2

LIBRARY

CUSTOMER SATISFACTION SURVEY 2012

Congratulations. You have been selected as one of the respondents to the survey.The IIUM Library conducts this survey biennially to assess the library customers’ level of satisfaction

with the library services, resources, and facilities at the Central/Gombak Library.Please take a moment to complete this questionnaire. We will ensure that your participation is anonymous.

Collected data will only be accessible to the library researchers conducting the survey.Thank you for your cooperation.

PART 1 – Please indicate how satisfied you are with the library

A. INFORMATION RESOURCESVery

DissatisfiedDissatisfied Not

Relevant/Applicable

Satisfied Very Satisfied

1. Adequacy of books in your field(s) of interest Ο Ο Ο Ο Ο2. Adequacy of journals in your field(s) of interest Ο Ο Ο Ο Ο3. Adequacy of online databases Ο Ο Ο Ο Ο4. Adequacy of audio visual materials (CDs, Video/audio

cassettes, etc)Ο Ο Ο Ο Ο

5. Adequacy of digital resources (exam papers, IIUMThesis, Islamic Economics, Islamic Law, etc.)

Ο Ο Ο Ο Ο

6. Access to information resources (books, journals, etc) Ο Ο Ο Ο Ο

B. SERVICESVery


Relevant/Applicable


7. Opening hours Ο Ο Ο Ο Ο8. Transaction assistance at circulation/lending counter Ο Ο Ο Ο Ο9. Reference services’ assistance Ο Ο Ο Ο Ο10. Assistance on using library resources Ο Ο Ο Ο Ο11. Document delivery and inter-library loan (ILL) Ο Ο Ο Ο Ο12. Information skills classes (if you have attended any) Ο Ο Ο Ο Ο

C. GENERAL FACILITIES & EQUIPMENTVery


Relevant/Applicable


13. Baggage facilities Ο Ο Ο Ο Ο14. Common study areas Ο Ο Ο Ο Ο15. Carrel/Research rooms Ο Ο Ο Ο Ο16. Discussion rooms/Group study rooms Ο Ο Ο Ο Ο17. Leisure reading area Ο Ο Ο Ο Ο18. Newspaper reading areas Ο Ο Ο Ο Ο19. Facilities for the disabled/persons with special needs Ο Ο Ο Ο Ο20. Viewing rooms Ο Ο Ο Ο Ο21. Library auditorium Ο Ο Ο Ο Ο22. Multipurpose room Ο Ο Ο Ο Ο23. Print and copier services Ο Ο Ο Ο Ο24. Space, lighting and temperature Ο Ο Ο Ο Ο25. Restrooms/Toilets Ο Ο Ο Ο Ο

D. IT FACILITIES & EQUIPMENTVery


Relevant/Applicable


26. IIUM Library catalogue (OPAC) Ο Ο Ο Ο Ο27. IIUM Library websites Ο Ο Ο Ο Ο28. No. of computers to support study/research Ο Ο Ο Ο Ο

(Company No. 101067-P)

Page 2 of 2

29. Wifi facilities Ο Ο Ο Ο Ο30. Off campus access to online information resources Ο Ο Ο Ο Ο31. Self-service book borrowing machines Ο Ο Ο Ο Ο32. Self-service book return machines Ο Ο Ο Ο Ο

E. LIBRARY STAFFVery


Relevant/Applicable


33. Readiness to assist and helpfulness Ο Ο Ο Ο Ο34. Courtesy and friendliness Ο Ο Ο Ο Ο35. Fair treatment and without discrimination Ο Ο Ο Ο Ο36. Accurate answers to enquiries Ο Ο Ο Ο Ο37. Resolve problems in a timely manner Ο Ο Ο Ο Ο38. Speaks clearly and distinctly Ο Ο Ο Ο Ο

F. COMMUNICATIONVery


Relevant/Applicable


39. Library rules and regulations are well communicated Ο Ο Ο Ο Ο40. Print signage are clear and appropriate Ο Ο Ο Ο Ο41. Services are well described Ο Ο Ο Ο Ο42. Library homepage is user friendly Ο Ο Ο Ο Ο43. Library acebook is informative and responsive Ο Ο Ο Ο Ο44. Alerts on new services and facilities are prompt Ο Ο Ο Ο Ο45. Response to complaints/suggestions (print form) is

prompt Ο Ο Ο Ο Ο

G. MISCELLANEOUSVery


Relevant/Applicable


46. Assistance at library entrance/exit Ο Ο Ο Ο Ο47. Assistance at multimedia & special collection counter Ο Ο Ο Ο Ο48. Assistance at serials/journals counter Ο Ο Ο Ο Ο49. Updating of Electronic signage Ο Ο Ο Ο Ο50. Quiet study zones Ο Ο Ο Ο Ο51. Children waiting area Ο Ο Ο Ο Ο

H. As a whole, are you satisfied with the services provided by IIUM Main/Gombak Library?

ΟVery Dissatisfied ΟDissatisfied ΟNot Relevant Ο Satisfied ΟVery Satisfied

I. Please tell us why do you come to the Library and make additional comments (if you wish):

PART 2 – Please fill in your background information

1. Status: Ο Full time Ο Part time Ο Contract basis2. Category:

2.1 If Academic Staff, stateyour faculty rank:

Ο Professor Ο AssociateProfessor

Ο AssistantProfessor

Ο Lecturer Ο AssistantLecturer

2.2 If Administrative Staff, please state your post: _______________________________________________________2.3 If Technical Staff, please state your post: ____________________________________________________________

3. Name of Kulliyyah/Centre/Institute/Division/Office: ______________________________________________________4. Gender: Ο Male Ο Female 5. Age: __________ 6. Nationality: ____________________________7. Race: ______________________ 8. Marital Status: Ο Married Ο Single Ο Others9. How frequent do you use the library? Ο Daily ΟWeekly Ο Monthly Ο Occasionally Ο Never

Thank you again for taking time to complete this questionnaire.If you have any questions, comments or concern, please contact the Library at Ext. 4827, 4838, 4828, 4829 or 4822

CSS2010/NM/SMS/nm 05.05.2010/CSS2012(Student)/nm/shd 19.11.2012



1. APPENDICES

6.2b. Paper Questionnaire (Student)

Page 1 of 2

LIBRARY

CUSTOMER SATISFACTION SURVEY 2012

Congratulations. You have been selected as one of the respondents to the survey.The IIUM Library conducts this survey biennially to assess the library customers’ level of satisfaction

with the library services, resources, and facilities at the Central/Gombak Library.Please take a moment to complete this questionnaire. We will ensure that your participation is anonymous.

Collected data will only be accessible to the library researchers conducting the survey.Thank you for your cooperation.

PART 1 – Please indicate how satisfied you are with the library

A. INFORMATION RESOURCESVery


Relevant/Applicable


1. Adequacy of books in your field(s) of interest Ο Ο Ο Ο Ο2. Adequacy of journals in your field(s) of interest Ο Ο Ο Ο Ο3. Adequacy of online databases Ο Ο Ο Ο Ο4. Adequacy of audio visual materials (CDs, Video/audio

cassettes, etc)Ο Ο Ο Ο Ο

5. Adequacy of digital resources (exam papers, IIUMThesis, Islamic Economics, Islamic Law, etc.)

Ο Ο Ο Ο Ο

6. Access to information resources (books, journals, etc) Ο Ο Ο Ο Ο

B. SERVICESVery


Relevant/Applicable


7. Opening hours Ο Ο Ο Ο Ο8. Transaction assistance at circulation/lending counter Ο Ο Ο Ο Ο9. Reference services’ assistance Ο Ο Ο Ο Ο10. Assistance on using library resources Ο Ο Ο Ο Ο11. Document delivery and inter-library loan (ILL) Ο Ο Ο Ο Ο12. Information skills classes (if you have attended any) Ο Ο Ο Ο Ο

C. GENERAL FACILITIES & EQUIPMENTVery


Relevant/Applicable


13. Baggage facilities Ο Ο Ο Ο Ο14. Common study areas Ο Ο Ο Ο Ο15. Carrel/Research rooms Ο Ο Ο Ο Ο16. Discussion rooms/Group study rooms Ο Ο Ο Ο Ο17. Leisure reading area Ο Ο Ο Ο Ο18. Newspaper reading areas Ο Ο Ο Ο Ο19. Facilities for the disabled/persons with special needs Ο Ο Ο Ο Ο20. Viewing rooms Ο Ο Ο Ο Ο21. Library auditorium Ο Ο Ο Ο Ο22. Multipurpose room Ο Ο Ο Ο Ο23. Print and copier services Ο Ο Ο Ο Ο24. Space, lighting and temperature Ο Ο Ο Ο Ο25. Restrooms/Toilets Ο Ο Ο Ο Ο

D. IT FACILITIES & EQUIPMENTVery


Relevant/Applicable


26. IIUM Library catalogue (OPAC) Ο Ο Ο Ο Ο27. IIUM Library websites Ο Ο Ο Ο Ο28. No. of computers to support study/research Ο Ο Ο Ο Ο29. Wifi facilities Ο Ο Ο Ο Ο

(Company No. 101067-P)

Page 2 of 2

30. Off campus access to online information resources Ο Ο Ο Ο Ο31. Self-service book borrowing machines Ο Ο Ο Ο Ο32. Self-service book return machines Ο Ο Ο Ο Ο

E. LIBRARY STAFFVery


Relevant/Applicable


33. Readiness to assist and helpfulness Ο Ο Ο Ο Ο34. Courtesy and friendliness Ο Ο Ο Ο Ο35. Fair treatment and without discrimination Ο Ο Ο Ο Ο36. Accurate answers to enquiries Ο Ο Ο Ο Ο37. Resolve problems in a timely manner Ο Ο Ο Ο Ο38. Speaks clearly and distinctly Ο Ο Ο Ο Ο

F. COMMUNICATIONVery


Relevant/Applicable


39. Library rules and regulations are well communicated Ο Ο Ο Ο Ο40. Print signage are clear and appropriate Ο Ο Ο Ο Ο41. Services are well described Ο Ο Ο Ο Ο42. Library homepage is user friendly Ο Ο Ο Ο Ο43. Library acebook is informative and responsive Ο Ο Ο Ο Ο44. Alerts on new services and facilities are prompt Ο Ο Ο Ο Ο45. Response to complaints/suggestions (print form) is

prompt Ο Ο Ο Ο Ο

G. MISCELLANEOUSVery


Relevant/Applicable


46. Assistance at library entrance/exit Ο Ο Ο Ο Ο47. Assistance at multimedia & special collection counter Ο Ο Ο Ο Ο48. Assistance at serials/journals counter Ο Ο Ο Ο Ο49. Updating of Electronic signage Ο Ο Ο Ο Ο50. Quiet study zones Ο Ο Ο Ο Ο51. Children waiting area Ο Ο Ο Ο Ο

H. As a whole, are you satisfied with the services provided by IIUM Main/Gombak Library?

ΟVery Dissatisfied ΟDissatisfied ΟNot Relevant Ο Satisfied ΟVery Satisfied

I. Please tell us why do you come to the Library and make additional comments (if you wish):

PART 2 – Please fill in your background information

1. Status: Ο Full time Ο Part time2. Level of study: Ο Undergraduate Ο Master Ο PhD3. Kulliyyah/Centre: Ο KIRKHS Ο AIKOL Ο KAED Ο KICT Ο KENMS Ο KOE Ο INSTED Ο CELPAD4. Year of study: Ο 1st year Ο 2nd year Ο 3rd year Ο 4th year5. Gender: Ο Male Ο Female6. Age: _______________7. Nationality: ____________________________8. Race: __________________________________9. Marital Status: Ο Married Ο Single Ο Others10. How frequent do you use the library? Ο Daily ΟWeekly Ο Monthly Ο Occasionally Ο Never

Thank you again for taking time to complete this questionnaire.If you have any questions, comments or concern, please contact the Library at Ext. 4827, 4838, 4828, 4829 or 4822

CSS2010/NM/SMS/nm 05.05.2010/CSS2012(Student)/nm/shd 19.11.2012



6. APPENDICES

6.3Customers’ Additional Comments on

‘Information Resources (IR)’

Appendix 6.3: Customers’ Additional Comments on ‘Information Resources (IR)’ Page 1 of 2

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘INFORMATION RESOURCES

(IR)’

Adequacy of books in your field(s) of interest1 If I need to look and find more about any information, references or sources regarding any

subjects sometimes I just to read any magazines or newspapers. I hope IIUM library will providemore law books. The staffs should help us more and friendly.

2 Reasons come to the library (1) doing assignment (2) find for resources (3) revision.Additional comments: (1) Librarian (staff) must check from time to time, the condition ofLibrary especially quiet study zone, some students make discussion there. (2) I’ve been waitingfor a long period to get a book that is in (pre-binding) searching at first day of this semester anduntil the end of semester that book is still in (pre-binding). There are only 2 copies of thisbook another 1 n Islamic Law Monograph. (3) Why lights was off too early, supposedly, whattime library will closed?

3 I come to library to read paper (daily) and to borrow books (sometimes). Please don’t close thelibrary during lunch hour because I face difficulty to borrow book and find my assignment

material. And also, I think the staffs are not really friendly and seem horrible, hope youcan teach your staff how to behave properly to students

4 Hope that library management could add number of copy of books especially for historical books.5 - to borrow the books and references.

- Please increase the number of the books, especially for the important books.6 More books, esp the latest publication.

More fulltext article – subscribe JSTOR7 1) To read newspaper

2) To study alone3) To find book.4) To meet friends5) day-dreaming* please provide more plugs to plug in laptop not only in laptop area but in general library sitting* Leisure readings area now become crowded with new furniture. Please remove the orangechair with table to make more spacious.* the toilet service is excellent – (clean).* please provide more IRK book in English language, usually, its hard to find IRK English books.

8 To find the books but most of the books/journals are not available especially new edition of books/ new updated journals. Most of the books/journals in library are absolete.

9 To study & to find some books.- not all needed books is there, add books.

10 Access to thesis resources is sooo slow…Pls provide more Malay resources.

11 - to study- its too cold- closing the library for prayers break is very disturbing- starting to announce 1 hour before closing (12am and 10pm)very disturbing, we cantconcentrate - studying and wasting time.- and I don’t find staff very helpful towards students.- Political Science section is very poor. We cant find adequate resources and online journalsrelating to Defence and Military not available and off campus doesn’t work in other countries.

12 To improve further the library I would like to suggest:1. In future please have a space for us to make comments2. I would like to comment this library increase books & reference materials relating to Malay andIslamic manuscript studies

13 Our Library possess adequate materials as … to others

Adequacy of journals in your field(s) of interest1 I come to library to study and find more information (books, journals). The subscription on

appropriate journals should be increased.

Appendix 6.3: Customers’ Additional Comments on ‘Information Resources (IR)’ Page 2 of 2

2 Usually I come to library to do my write-up at PG Lounge area as well as to borrow relevant booksin my research. However, most of journal in my study interests is hardly to be viewed in full textjournal. My study interests is agroforestry/agriculture in planning and designing.

3 To find the books but most of the books/journals are not available especially new edition of books/ new updated journals. Most of the books/journals in library are absolete.

4 - to study- its too cold- closing the library for prayers break is very disturbing- starting to announce 1 hour before closing (12am and 10pm)very disturbing, we cantconcentrate studying and wasting time.- and I don’t find staff very helpful towards students.- Political Science section is very poor. We cant find adequate resources and online journalsrelating to Defence and Military not available and off campus doesn’t work in other countries.

Adequacy of online databases1 I come to library to find resources and book and I hope that library will provide more online

resources from other library.2 More books, esp the latest publication.

More fulltext article – subscribe JSTOR3 - To do research & borrow books

- more online journals made available esp Cambridge online journals.4 1. Put slides PPT for downloading eg. Scopus, ISI search

2. To develop ‘Islamic Mgt Database’5 Please look into IREP review process, it takes months to upload documents. Obviously needs to

be done URGENTLY

Adequacy of audio visual materials (CDs, Video/audio cassettes, etc)No comment

Adequacy of digital resources (exam papers, IIUM Thesis, Islamic Economics, Islamic Law, etc.)1 Studying, Doing group discussion, searching for the books.

Add comment: open the library 1-2pm.Update past year exam paper.

2 - Please attach the latest exam papers for us because I find the old latest only in online librarywebsite. (Very important to our exam)- also for midterm and final exam paper.- Please consider the normal temperature air-condition, don’t be too cold, don’t be too hot.- tq a lot

Access to information resources (books, journals, etc)1 1.To study/group discussion 2. Please open the library during lunch hour. We only have time to

search any books on that time. 3. Hope that examination paper on library database could be openthrough broadband because no all of us use ‘IIUM community’ network

2 I’ve a hold on a book. But after two or three months the OPAC information still says ‘Materialbeing catalogued’ & the book is still unavailable on the shelf. That book is not for study/researchpurpose, so I did not fill in the Fast Processing Request Form. I’ll just wait until next sem.

3 Access to thesis resources is sooo slow…Pls provide more Malay resources.

4 Normally, I came to the library if there is a need to borrow books. Other than that, I accesstheir services online. For improvement, I would like to suggest our online databases to becategorized by subjects. It would be much easier to find relevant databases based on thesubject category rather than scrolling down the page and trying to look for the databaseindividually (e.g. subjects can be Science, Engineering, Law etc.) So, it would be good if we canimprove the search functionality. Another area of improvement is the ILL service. Perhapswould be good if we can automate the process, e.g. allow users to fill up online form.

CSST2012/zaj/nm…08.02.2012



6. APPENDICES


‘Services (SRV)’

Appendix 6.4: Customers’ Additional Comments on ‘Services (SRV)’ Page 1 of 2

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘SERVICES (SRV)’

Opening hours1 I come to library to read paper (daily) and to borrow books (sometimes). Please don’t close the

library during lunch hour because I face difficulty to borrow book and find my assignmentmaterial. And also, I think the staffs are not really friendly and seem horrible, hope youcan teach your staff how to behave properly to students

2 I’m not satisfied with library clearing at 1-2pm, inconvenient for those who have pack schedule 8-5pm, also for sisters who couldn’t pray, nowhere to go

3 The library should open during Zohor prayer and it should closed during Maghrib, that would besatisfactory. The male staff are not friendly

4 To get a rest in reading area or to study when the weather is hot outside. I do suggest to extandthe opening hours

5 During lunch hours we want the library to open because that’s the only relevant time for us toprint our works. I tried the off campus online database. I can log in but I still can’t access thedatabases I want e.g CLJ

6 Monitor students/visitors to remain silent, switch off phones, no calling etc. Internet connectionshould be upgraded. Try to implement 18-20 opening hours (incl. Sat-sun) during exam/finals period.Found one staff cursed/swore to foreigners in BM

7 1.To study/group discussion 2. Please open the library during lunch hour. We only have time tosearch any books on that time. 3. Hope that examination paper on library database could be openthrough broadband because no all of us use ‘IIUM community’ network

8 I want library to keep open during lunch hour. I want the library portal can be accessed byinternet other than IIUM Unifi

9 Studying, Doing group discussion, searching for the books.Add comment: open the library 1-2pm.

Update past year exam paper.10 I come to library to study, read free newspaper, to find out sources of law.

Comment: wifi is not really good & during jumaat prayer, female student can enter library, openlibrary for female in Jumaah prayer.

11 Please open the library during the lunch hour. It is so difficult to make research when thelibrary is closed during this hour. Please improve surau facilities as there is no separate area formale and female. I also feel disappointed with wifi facilities as the connection is very weak.Hence, it is aimless for us coming to library for any research. Thank you.

12 - maybe during finals the library should be open 24 hours or maybe close late like at 2am. This iswhat the libraries at good universities do.

13 1) Mohon Jangan tutup library pukul 1pm. Kasihani kami.. Jangan hilangkan mood study pelajar.Mohon staff rehat pada masa tersebut (1pm) tukar shift. Harap dipertimbangkan. Kami cintailmu 2) Separate for bro & sis space at leisure room.

14 Plz do not close to library between 1-2 pm. I can focus to my study in Library. Library is excellentfor it. But could you put the library a coffee maker? Thank you for everything.

15 The Main Problem us that On the weekends The Library close very early.16 I come to Library everyday in the morning. Sometimes Library is noisy.

Can you open Library until maghrib on weekends. Thank you.17 I am not satisfied with the learning environment in the Library. The Library is noisy like a market

place. The noise from 2nd floor would be hear until 4th floor. The renovation, Client day during theexamination period, Books trolly and food trolly and announcement one hour before Zuhur prayerare disturbing factors.

18 - to study- its too cold- closing the library for prayers break is very disturbing- starting to announce 1 hour before closing (12am and 10pm)very disturbing, we cant concentratestudying and wasting time.- and I don’t find staff very helpful towards students.- Political Science section is very poor. We cant find adequate resources and online journals

Appendix 6.4: Customers’ Additional Comments on ‘Services (SRV)’ Page 2 of 2

relating to Defence and Military not available and off campus doesn’t work in other countries.19 I come to the Library almost everyday. I like its facilities and services. It is a suitable place to study

and discussion. The only matter I would like to comment is about its closing hour. Sometimes, thestaff will switch off the light as early as 10.20pm.It should be better if they can switch off the lightat the closing hour (10.45pm) - not ealier than that. Tq.

20 I HOPE LIBRARY CAN OPEN DURING LUNCH TIME BECAUSE SOMETIMES IT’S THEONLY TIME THAT I’M FREE TO GO TO THE LIBRARY.

21 A huge of books are available in this library. However, the announcement should be before 15minutes to prayer and it would be acceptable to the reader

Transaction assistance at circulation/lending counterNo comment

Reference services’ assistanceNo comment

Assistance on using library resourcesNo comment

Document delivery and inter-library loan (ILL)1 Normally, I came to the library if there is a need to borrow books. Other than that, I access their

services online. For improvement, I would like to suggest our online databases to be categorized bysubjects. It would be much easier to find relevant databases based on the subject category ratherthan scrolling down the page and trying to look for the database individually (e.g. subjects can beScience, Engineering, Law etc.) So, it would be good if we can improve the search functionality.Another area of improvement is the ILL service. Perhaps would be good if we can automate theprocess, e.g. allow users to fill up online form.

Information skills classes (if you have attended any)No comment

CSST2012/zaj/nm…08.02.2012



6. APPENDICES


‘General Facilities & Equipment (GFE)’

Appendix 6.5: Customers’ Additional Comments on ‘General Facilities & Equipment (GFE)’ Page 1 of 3

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘GENERAL FACILITIES &

EQUIPMENT (GFE)’

Baggage facilitiesNo comment

Common study areas1 It is comfortable and easy to get the mood to study2 Convenient place to study, bull of resources but please do take this comment seriously, we

bring laptop to do research & learning. We need more plug points because most of time haveto wait for line before can use. Please improve this!

3 The environment of the library encourage me to study compared to study at the hostel. I likethe new chairs and tables at light reading area, help a lot very comfortable

4 Baiki suis plug untuk kemudahan pelajar5 I come to the library mostly because I have a discussion with my classmates but also to study. If

you don’t mind, I have a comment about the lack of number of plug to plug-in our laptop charger.I hope the comment will be considered.

6 - It’s environment help me to complete my thesis.- I can find resources and book needed for my thesis.

7 1) To read newspaper2) To study alone3) To find book.4) To meet friends5) day-dreaming* please provide more plugs to plug in laptop not only in laptop area but in general library sitting* Leisure readings area now become crowded with new furniture. Please remove the orangechair with table to make more spacious.* the toilet service is excellent – (clean).* please provide more IRK book in English language, usually, its hard to find IRK English books.

8 Please add more plugs for the laptops 9 The environment in this library is good except at the study area is quite noisy whether Malay or

foreigner talk loudly.10 Study area comfortable. also reading area gives me enjoy my reading.11 Library is a convenient place to study, easy to get information by using computer, easy for

printing service. At the many counters in front, they should be more friendly, and smile.Sometimes, I saw them speak to international students with quite high voice, and less smile ontheir face.

12 Condusive area to study and searching for the references. A very good and effective library.

Carrel/Research roomsNo comment

Discussion rooms/Group study roomsNo comment

Leisure reading area1 1) To read newspaper


2 1) Mohon Jangan tutup library pukul 1pm. Kasihani kami.. Jangan hilangkan mood study pelajar.


Mohon staff rehat pada masa tersebut (1pm) tukar shift. Harap dipertimbangkan. Kami cintailmu 2) Separate for bro & sis space at leisure room.

Newspaper reading areas1 I came to library coz I’m a bookworm. Been to many libraries all over the country. Even CFS

library is a better library than main campus. Sorry, you could at least provide 4 Englishnewspapers here (The Sun + Malay Mail)

2 I love the atmosphere of the library. I suggest that this library provide headphones for watchingTV so that we can learn & improve our English

3 To read newspaper and have a rest at Leisure reading area. The newspaper should be providedearly in the morning.

Facilities for the disabled/persons with special needsNo comment

Viewing roomsNo comment

Library auditoriumNo comment

Multipurpose roomNo comment

Print and copier servicesNo comment

Space, lighting and temperature1 I love the atmosphere of the library. I suggest that this library provide headphones for watching

TV so that we can learn & improve our English2 - Please attach the latest exam papers for us because I find the old latest only in online library

website. (Very important to our exam)- also for midterm and final exam paper.- Please consider the normal temperature air-condition, don’t be too cold, don’t be too hot.- tq a lot

3 Provide suitable environment to study 4 The environment in IIUM Library fulfill my satisfaction and very friendly. I always attend/come to

Library to study & make group discussion because we can share information more than atMahallah. However, the wireless connection were poor and I hope it can be improve after this.

5 The environment in this library is good except at the study area is quite noisy whether Malay orforeigner talk loudly.

6 I am not satisfied with the learning environment in the Library. The Library is noisy like a marketplace. The noise from 2nd floor would be hear until 4th floor. The renovation, Client day duringthe examination period, Books trolly and food trolly and announcement one hour before Zuhurprayer are disturbing factors.

7 - to study- its too cold- closing the library for prayers break is very disturbing- starting to announce 1 hour before closing (12am and 10pm)very disturbing, we cant concentratestudying and wasting time.- and I don’t find staff very helpful towards students.- Political Science section is very poor. We cant find adequate resources and online journalsrelating to Defence and Military not available and off campus doesn’t work in other countries.

8 Good service, conducive environment


Restrooms/Toilets1 I like your toilet2 1) To read newspaper


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6. APPENDICES


‘IT Facilities & Equipment (ITFE)’

Appendix 6.6: Customers’ Additional Comments on ‘IT Facilities & Equipment (ITFE)’ Page 1 of 2

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘IT FACILITIES & EQUIPMENT

(ITFE)’

IIUM Library catalogue (OPAC)1 To browse the shelf. Online catalog has problems

IIUM Library websitesNo comment

No. of computers to support study/research1 Computers at law library are insufficient. We have to queue to take our turn2 - good

- add computer3 I hope, you able to provide more computers in order to access internet at second floor. The

computers that are now providing is not enough and the space is very limited.

Wifi facilities1 Monitor students/visitors to remain silent, switch off phones, no calling etc. Internet connection

should be upgraded. Try to implement 18-20 opening hours (incl. Sat-sun) during exam/finalsperiod. Found one staff cursed/swore to foreigners in BM

2 I want library to keep open during lunch hour. I want the library portal can be accessed byinternet other than IIUM Unifi

3 Copy machines, Book Borrowing, Group meetingsCommunts Wireless is so slow and useless.

4 I come to library to study, read free newspaper, to find out sources of law.Comment: wifi is not really good & during jumaat prayer, female student can enter library, openlibrary for female in Jumaah prayer.

5 I come to the library to read the newspaper and to do find out research for assignment! I think wifi should improve better from now!

6 Try to improve the quite study zones because it was not quite but so noisy, I even can’tconcentrate on my reading. That make me dissatisfied… and another issue is the wifi coverage Ican’t received the wireless connection if I go to the library..

7 Please open the library during the lunch hour. It is so difficult to make research when thelibrary is closed during this hour. Please improve surau facilities as there is no separate area formale and female. I also feel disappointed with wifi facilities as the connection is very weak.Hence, it is aimless for us coming to library for any research. Thank you.

8 The environment in IIUM Library fulfill my satisfaction and very friendly. I always attend/come toLibrary to study & make group discussion because we can share information more than atMahallah. However, the wireless connection were poor and I hope it can be improve after this.

9 It is very nice place. However Internet is very slow. Please try to fix as soon as possible.

Off campus access to online information resources1 During lunch hours we want the library to open because that’s the only relevant time for us to

print our works. I tried the off campus online database. I can log in but I still can’t access thedatabases I want e.g CLJ

2 - to study- its too cold- closing the library for prayers break is very disturbing- starting to announce 1 hour before closing (12am and 10pm)very disturbing, we cantconcentrate studying and wasting time.- and I don’t find staff very helpful towards students.- Political Science section is very poor. We cant find adequate resources and online journalsrelating to Defence and Military not available and off campus doesn’t work in other countries.

Appendix 6.6: Customers’ Additional Comments on ‘IT Facilities & Equipment (ITFE)’ Page 2 of 2

Self-service book borrowing machines1 Machine borrowing should not be off, so that even counter have been close, we still can borrow

books instead we have to wait another 1 ½ hour to borrow the books after lunch hour.

Self-service book return machinesNo comment

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6. APPENDICES


‘Library Staff (LS)’

Appendix 6.7: Customers’ Additional Comments on ‘Library Staff (LS)’ Page 1 of 1

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘LIBRARY STAFF (LS)’

Readiness to assist and helpfulness

1

- to study- its too cold- closing the library for prayers break is very disturbing- starting to announce 1 hour before closing (12am and 10pm)very disturbing, we cantconcentrate studying and wasting time.- and I don’t find staff very helpful towards students.- Political Science section is very poor. We cant find adequate resources and online journalsrelating to Defence and Military not available and off campus doesn’t work in other countries.

Courtesy and friendliness1 If I need to look and find more about any information, references or sources regarding any

subjects sometimes I just to read any magazines or newspapers. I hope IIUM library will providemore law books. The staffs should help us more and friendly.

2 I come to library to read paper (daily) and to borrow books (sometimes). Please don’t close thelibrary during lunch hour because I face difficulty to borrow book and find my assignment

material. And also, I think the staffs are not really friendly and seem horrible, hope youcan teach your staff how to behave properly to students

3 The library should open during Zohor prayer and it should closed during Maghrib, that would besatisfactory. The male staff are not friendly

4 - I want to make research on my cases and also to borrow books.- I always heard the complaint about unpolite manner of the librarians at library entrance / exitwhen student did not bring the matric card. I also once experienced it.- after all, other services are applicable to me when I need it.

5 I went to the library for research purposes and at times for teaching preparation. One time, Imet with the Chief Librarian. Unfortunately, I don’t like her attitude and insincere friendliness.

6 - So far all the services provided in Library satisfied, from equipment to book and all- However, the friendliness of the staff should be improved especially at aikol level desk.

7 Like to see some officer who are kind and beautiful.8 Library is a convenient place to study, easy to get information by using computer, easy for

printing service. At the many counters in front, they should be more friendly, and smile.Sometimes, I saw them speak to international students with quite high voice, and less smile ontheir face.

9 I’ve to go to library for my study. The library need to change especially the staff’s attitude verybad.

Fair treatment and without discrimination1 Monitor students/visitors to remain silent, switch off phones, no calling etc. Internet connection

should be upgraded. Try to implement 18-20 opening hours (incl. Sat-sun) during exam/finalsperiod. Found one staff cursed/swore to foreigners in BM

2 Library is a convenient place to study, easy to get information by using computer, easy forprinting service. At the many counters in front, they should be more friendly, and smile.Sometimes, I saw them speak to international students with quite high voice, and less smile ontheir face.

Accurate answers to enquiriesNo comment

Resolve problems in a timely mannerNo comment

Speaks clearly and distinctlyNo comment

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6. APPENDICES


‘Communication (COMM)’

Appendix 6.8: Customers’ Additional Comments on ‘Communication (COMM)’ Page 1 of 1

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘COMMUNICATION (COMM)’

Library rules and regulations are well communicated1 Reasons come to the library (1) doing assignment (2) find for resources (3) revision.

Additional comments: (1) Librarian (staff) must check from time to time, the condition ofLibrary especially quiet study zone, some students make discussion there. (2) I’ve been waitingfor a long period to get a book that is in (pre-binding) searching at first day of this semester anduntil the end of semester that book is still in (pre-binding). There are only 2 copies of thisbook another 1 n Islamic Law Monograph. (3) Why lights was off too early, supposedly, whattime library will closed?

2 Mixing of female & male student should be strictly prohibited.3 The atmosphere is relaxing since it has wide space but in terms of noise control. The library is still

not doing what it is supposed to. Students are disturbing other students especially when theysit in groups & talk, besides students who talk on the phone as loudly as they please

4 Monitor students/visitors to remain silent, switch off phones, no calling etc. Internet connectionshould be upgraded. Try to implement 18-20 opening hours (incl. Sat-sun) during exam/finalsperiod. Found one staff cursed/swore to foreigners in BM

5 To study and more focus but certain students make noise and I can’t to focused on my studies,hope u can improve it better

I come to Library everyday in the morning. Sometimes Library is noisy.Can you open Library until maghrib on weekends. Thank you.

6 I am not satisfied with the learning environment in the Library. The Library is noisy like a marketplace. The noise from 2nd floor would be hear until 4th floor. The renovation, Client day duringthe examination period, Books trolly and food trolly and announcement one hour before Zuhurprayer are disturbing factors.

7 Please find solution theft and noise in the library.

Print signage are clear and appropriateNo comment

Services are well describedNo comment

Library homepage is user friendlyNo comment

Library acebook is informative and responsiveNo comment

Alerts on new services and facilities are promptNo comment

Response to complaints/suggestions (print form) is promptNo comment

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6. APPENDICES


‘Miscellaneous (MISC)’

Appendix 6.9: Customers’ Additional Comments on ‘Miscellaneous (MISC)’ Page 1 of 1

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘MISCELLANEOUS (MISC)’

Assistance at library entrance/exit1 - I want to make research on my cases and also to borrow books.

- I always heard the complaint about unpolite manner of the librarians at library entrance / exitwhen student did not bring the matric card. I also once experienced it.- after all, other services are applicable to me when I need it.

Assistance at multimedia & special collection counterNo comment

Assistance at serials/journals counterNo comment

Updating of Electronic signage1 1. Put slides PPT for downloading eg. Scopus, ISI search

2. To develop ‘Islamic Mgt Database’

Quiet study zones1 Try to improve the quite study zones because it was not quite but so noisy, I even can’t

concentrate on my reading. That make me dissatisfied… and another issue is the wifi coverage Ican’t received the wireless connection if I go to the library..

2 Reasons come to the library (1) doing assignment (2) find for resources (3) revision.Additional comments: (1) Librarian (staff) must check from time to time, the condition ofLibrary especially quiet study zone, some students make discussion there. (2) I’ve been waitingfor a long period to get a book that is in (pre-binding) searching at first day of this semester anduntil the end of semester that book is still in (pre-binding). There are only 2 copies of thisbook another 1 n Islamic Law Monograph. (3) Why lights was off too early, supposedly, whattime library will closed?

Children waiting areaNo comment

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6. APPENDICES


‘Why do you come to the Library’

Appendix 6.10: Customers’ Additional Comments on ‘Why do you come to the Library’ Page 1 of 5

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘Why do you come to the

Library’

1 To seek for information and references.2 If I need to look and find more about any information, references or sources regarding

any subjects sometimes I just to read any magazines or newspapers. I hope IIUM librarywill provide more law books. The staffs should help us more and friendly.

3 Reasons come to the library (1) doing assignment (2) find for resources (3) revision.Additional comments: (1) Librarian (staff) must check from time to time, thecondition of Library especially quiet study zone, some students make discussion there.(2) I’ve been waiting for a long period to get a book that is in (pre-binding) searching atfirst day of this semester and until the end of semester that book is still in (pre-binding). There are only 2 copies of this book another 1 n Islamic Law Monograph.(3) Why lights was off too early, supposedly, what time library will closed?

4 I came to the library to do my assignment with group and for study5 To search for journals6 I come to library to read paper (daily) and to borrow books (sometimes). Please don’t

close the library during lunch hour because I face difficulty to borrow book andfind my assignment material. And also, I think the staffs are not really friendly andseem horrible, hope you can teach your staff how to behave properly to students

7 Because the environment are very convenient for me to study8 I come to library to study and find more information (books, journals). The

subscription on appropriate journals should be increased.9 I came to library coz I’m a bookworm. Been to many libraries all over the country. Even

CFS library is a better library than main campus. Sorry, you could at least provide 4English newspapers here (The Sun + Malay Mail)

10 To have a comfort zone for study11 To search the reference available at the OPAC only if available12 Study, reading, doing assignment13 To get a rest in reading area or to study when the weather is hot outside. I do suggest

to extand the opening hours14 Basically, I come to the library to borrow books, to read from the library and access

facilities suchas printing, reference to printed journals etc.15 To get some notification and to do assignment16 I come to the library where it makes me better as a knowledgeable person17 I come to library to print only18 To study and also to find information19 To study, to have references20 Study group, study ok21 To search resources for doing assignments, to search reference books which will help

the upcoming exams and to read newspapers22 Study, books23 1.To study/group discussion 2. Please open the library during lunch hour. We only

have time to search any books on that time. 3. Hope that examination paper onlibrary database could be open through broadband because no all of us use‘IIUM community’ network

24 To do research, to study, group discussion25 To study and more focus but certain students make noise and I can’t to focused on my

studies, hope u can improve it better26 Study, please open the library during lunch hour


27 - Discussion- Reading

28 To search books,to study,discussion with friendto get calmness

29 Copy machines, Book Borrowing, Group meetingsCommunts Wireless is so slow and useless.

30 I wanna borrow books for assignments and reading time.31 The reason for me to visit the library is to search for information in regards to my area

of studies and a place to discuss with my friends with regards to unlimit knowledgeaccess in the library.

32 Usually I come to library to do my write-up at PG Lounge area as well as to borrowrelevant books in my research. However, most of journal in my study interests is hardlyto be viewed in full text journal. My study interests is agroforestry/agriculture inplanning and designing.

33 Because library is a comfortable place to study compared to hostel room.34 - to borrow the books and references.

- Please increase the number of the books, especially for the important books.35 I come to library to find journal and textbook and also watching tv.36 I come to the library mostly because I have a discussion with my classmates but also to

study. If you don’t mind, I have a comment about the lack of number of plug to plug-inour laptop charger. I hope the comment will be considered.

37 Studying, Doing group discussion, searching for the books.Add comment: open the library 1-2pm.Update past year exam paper.

38 to borrow book & to study39 I come to library to find resources and book and I hope that library will provide more

online resources from other library.40 I want to find materials for my assignment and I love to read newspaper at leisure

reading area.41 I come to library to study, read free newspaper, to find out sources of law.

Comment: wifi is not really good & during jumaat prayer, female student can enterlibrary, open library for female in Jumaah prayer.

42 - I want to make research on my cases and also to borrow books.- I always heard the complaint about unpolite manner of the librarians at libraryentrance / exit when student did not bring the matric card. I also once experienced it.- after all, other services are applicable to me when I need it.

43 to read free newspaper!!44 I come to the library to read the newspaper and to do find out research for

assignment! I think wifi should improve better from now!

45 To get resources for subject and to do discussion also to read newspaper.46 - It’s environment help me to complete my thesis.

- I can find resources and book needed for my thesis.47 I come to the library to borrow books, to make research, find references and to

discuss with my friends. However, I do hope that the discussion room is sound proofas it is not because it is uncomfortable to make the discussion if there is no privacy.

48 - to find the books- borrowing the books.

49 - borrowing books


- discussion- online

50 study, discussion group,51 1) To read newspaper

2) To study alone3) To find book.4) To meet friends5) day-dreaming* please provide more plugs to plug in laptop not only in laptop area but in generallibrary sitting* Leisure readings area now become crowded with new furniture. Please remove theorange chair with table to make more spacious.* the toilet service is excellent – (clean).* please provide more IRK book in English language, usually, its hard to find IRKEnglish books.

52 To study53 - To do research & borrow books

- more online journals made available esp Cambridge online journals.54 - to borrow books and study 55 To study, find books. 56 I come to Library to doing some literature research57 The environment in IIUM Library fulfill my satisfaction and very friendly. I always

attend/come to Library to study & make group discussion because we can shareinformation more than at Mahallah. However, the wireless connection were poor and Ihope it can be improve after this.

58 To find references and do revision.59 To read newspaper and have a rest at Leisure reading area. The newspaper should be

provided early in the morning.60 I’ve to go to library for my study. The library need to change especially the staff’s

attitude very bad.61 I like to borrow the book from our library.62 to find additional information for my study.63 For group discussions.64 To do research & for doing this to find out my relevant papers related to my research

topic.65 The environment in this library is good except at the study area is quite noisy whether

Malay or foreigner talk loudly.66 To find the books but most of the books/journals are not available especially new

edition of books / new updated journals. Most of the books/journals in library areabsolete.

67 discussion, reading newspapers, borrow books.68 1) Need to find the resources for assignments, thesis and so on.

2) Want to know additional knowledgeIf can, I want to work as part time here to acknowledge how the Librarians in theUniversity work.

68 studying-research-69 I come for reading and discussion. Thank you.70 Revision and do some research.71 Library is my second home. I can study calmly here as well as finish my assignment &

doing research very well here.72 To study & to find some books.


- not all needed books is there, add books.73 Library is a convenient place to study, easy to get information by using computer, easy

for printing service. At the many counters in front, they should be more friendly, andsmile. Sometimes, I saw them speak to international students with quite high voice,and less smile on their face.

74 To study.75 Access to thesis resources is sooo slow…

Pls provide more Malay resources.76 - to study

- its too cold- closing the library for prayers break is very disturbing- starting to announce 1 hour before closing (12am and 10pm)very disturbing, we cantconcentrate studying and wasting time.- and I don’t find staff very helpful towards students.- Political Science section is very poor. We cant find adequate resources and onlinejournals relating to Defence and Military not available and off campus doesn’t work inother countries.

77 To study and do research78 I really do love our library. Maybe it is the only place where I can consantrate well on

my studies while keeping in touch with with students.79 I come to the Library almost everyday. I like its facilities and services. It is a suitable

place to study and discussion. The only matter I would like to comment is about itsclosing hour. Sometimes, the staff will switch off the light as early as 10.20pm.Itshould be better if they can switch off the light at the closing hour (10.45pm) - notealier than that. Tq.

80 according to the availability of scientific needed, as well ass higher reputation of(IIUM) library among the world wide libraries.

81 Looking for new books/collectionSearch purpose

82 I can’t succeed without my libraryFor teaching and giving some extra value to my students

83 Borrow books;Attended training using library premise – Auditorium & Multipurpose Room;Attend meeting at the library meeting room

84 I work here! Love this place so much85 I come to the Library to work86 No comment!87 Ok88 For … organize by my dept. (usage of Library MPH/Auditorium89 Usually to get more info. About IT subjects90 To find book, thesis and place for discussion91 I come to the library to borrow books especially when I am doing research. So far I

have no problem with the library facilities and the staffs92 I often visit the library to do some research works that require absolute quietness

that the library offers. In the process and at intervals, I can walk around the shelvesto see what collections are new or that I have not checked before especially in theSerials section. I also make appointments with, especially my female supervisees to havediscussion on their researches. I have also attended a number of programmers at thelibrary auditorium.

93 Normally, I came to the library if there is a need to borrow books. Other than that, Iaccess their services online. For improvement, I would like to suggest our online


databases to be categorized by subjects. It would be much easier to find relevantdatabases based on the subject category rather than scrolling down the page andtrying to look for the database individually (e.g. subjects can be Science, Engineering,Law etc.) So, it would be good if we can improve the search functionality. Anotherarea of improvement is the ILL service. Perhaps would be good if we can automatethe process, e.g. allow users to fill up online form.

94 To select books for teaching. Tried to join the trip to Book Fair, but has classes95 To browse the shelf. Online catalog has problems96 To check only new arrival book; To use the Multimedia Room; To see exhibition;

To meet my friend97 To collect books

CSST2012/zaj/nm…08.02.2012

Customer Satisfaction Survey · CUSTOMER SATISFACTION SURVEY (CSS) 2012 TEAM COMMITTEE & ADVISOR Advisor/Consultant (S PSS Analysis) Dr. Joharry Othman Institute of Education, IIUM

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