Service quality mmu library

BBA (HONS) INTERNATIONAL BUSINESS

SERVICE QUALITY IN SITI HASMAH DIGITAL LIBRARY

KHAIRUL ZIKRI B. ROSLI1001162549

Faculty of Business and LawAcademic Year 2009/2010

Multimedia University students intake is increasing. Does Library increased the service quality as well?

Does Library management allocate the resource (RM40 fees for every student in one semester) in the right way?

Problem Statement

1. To assess service quality of Siti Hasmah Digital Library in Melaka Campus.

2. To suggest improvement of service quality of Siti Hasmah Digital Library by referring from study result.

3. To examine relationship of five dimensions of Service Quality to Siti Hasmah Digital Library user’s satisafaction.

Research Objectives

Summary of Methodology

Reliability

Responsiveness

Assurance

Library User’s Satisfaction

Dimension That Improve Overall

Satisfaction

Empathy

Tangible

Conceptual Framework

Summary of Methodology

Summary of Methodology

Source of Data Primary Data

Data Collection Questionnaire Population: Multimedia University Melaka Campus Collection Period: 6 weeks Sample Size: 110

Data Analysis Descriptive Analysis Reliability Test Multiple Regression

H1 The level of tangibles is positively related to overall satisfaction

H2 The level of reliability is positively related to overall satisfaction

H3 The level of responsiveness is positively related to overall satisfaction

H4 The level of assurance is positively related to overall satisfaction

H5 The level of empathy is positively related to overall satisfaction

Hypothesis Development

A reliability analysis test is to determine the consistency of measurement for each variable.

Independent

Variable

Cronbach’s

Alpha

Number of Item

Tangible 0.786 4

Reliability 0.800 5

Responsiveness 0.788 4

Assurance 0.776 4

Empathy 0.764 5

Reliability Analysis

* Cronbach’s alpha at 0.7 is acceptable.

Frequency Percentage

CDP 12 10.9

FOSEE 27 24.5

FET 23 20.9

FIST 22 20.0

FBL 26 23.6

Total 110 100.0

Results

Descriptive Analysis

1. Faculty of Respondent

Frequency Percentage

Alpha 36 32.7

Beta 12 10.9

Gamma 18 16.4

Delta 30 27.3

Epsilon 14 12.7

Total 110 100.0

2. Respondent year of study

Frequency Percentage

Less than 1 hour 19 17.3

1-2 hours 28 25.5

3-4 hours 33 30.0

More than 5 hours 30 27.3

Total 110 100.0

3. Average hour respondent spend in Library

Frequency Percentage

0 time 4 3.6

1-5 times 35 31.8

6-10 times 25 22.7

More than 11 times 46 41.8

Total 110 100.0

4. Respondent frequency of going to Library (in previous semester)

Frequency Percentage

Study for exam 45 40.9

Books,journal,articles,Magazine,Photostate 10 9.1

Using computer 12 10.9

All above 43 39.1

Total 110 100.0

5. Respondent purpose of going Library

Variables

Library user’s

satisfaction

Tangible ReliabilityResponsiv

enessAssurance

Library user’s

satisfaction1.000

Tangible 0.192* 1.000

Reliability 0.118 0.605** 1.000

Responsiveness

0.254** 0.392** 0.638** 1.000

Assurance 0.254** 0.390** 0.761** 0.770** 1.000

Empathy 0.231* 0.443** 0.634** 0.576** 0.645**

*. Correlation is significant at the 0.05 level (2-tailed).

**. Correlation is significant at the 0.01 level (2-tailed).

Sample size = 110

Correlation Matrix

Equation R2 F

Standardized

Coefficients (Beta)

t Sig

Library users satisfaction (S)

0.156 3.839***

S = T+Rl+Rs+E+A

Tangibles (T) 0.236** 2.032 0.045

Reliability (Rl) - 0.32 -1.942 0.055

Responsiveness (Rs) 0.179 1.241 0.218

Assurance (A) 0.255 1.449 0.15

Empathy (E)     0.091 0.723 0.471

Note:

** p < 0.05, Sample size = 110

Dependent variable: Overall satisfaction

Independent variables: Tangibles, Reliability, Responsiveness, Assurance, and Empathy

The coefficient table shows regression coefficient of 0.236 with a significant of 0.045 < 0.050.

This means that the tangible dimension has influence the overall satisfaction of library users toward Siti Hasmah Digital Library in Melaka.

The regression model does explain a significant portion of the variation in overall satisfaction of library users toward Siti Hasmah Digital Library in Melaka.

No Hypothesis Result

1The level of tangibles is positively

related to overall satisfactionSupported

Hypothesis Testing By Using Multiple Regression Analysis

Due to significant value above 0.05, the other 4 dimensions; reliability, responsiveness, assurance, and empathy hypothesis is not supported.

This means that the reliability, responsiveness, assurance, and empathy dimension has no influence in overall satisfaction of library users toward Siti Hasmah Digital Library in Melaka.

No Hypothesis Result

2The level of reliability is positively

related to overall satisfactionNot Supported

3The level of responsiveness is positively

related to overall satisfactionNot Supported

4The level of assurance is positively

related to overall satisfactionNot Supported

5The level of empathy is positively related

to overall satisfactionNot Supported

Contributions

One of the sources that indicates the positive correlation between tangible, reliability, responsiveness, assurance, and empathy towards degree of satisfaction with overall service quality in library setting.

Enables researchers to gain insights in service quality in library, especially in Malaysia.

Guidance to compare and contrast the service quality among other libraries internationally or domestically.

Implication of Study

Summary and Conclusion

Respondent Comments

1. Insufficiency of Computer.

2. More book and other references.

3. Inefficiency of Photostat Machine.

Limitation

The study should be concluded with Cyberjaya Library.

Unwillingness of respondent by answering questionnaire.

Increasing amount of indicator in questionnaire.

Summary and Conclusion

Suggestions for Future Studies

Using other model such as LibQUAL+.

Include both libraries in Melaka and Cyberjaya campus.

Increase sample size and widen sample distribution. (For example postgraduate student and academic staff)

Summary and Conclusion

Thank You!