Exploring service quality and customer satisfaction at Library in Malaysia University

• Main Authors: Ahmad, Nur Hafidzoh Asyiqin, Romle, Abd Rahim, Mansor, Mohd Hafiz
• Format: Article
• Language: English
• Published: ISLAMIC WORLD Network for Environmental Science and Technology (IWNEST Publisher) 2015
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/14293/1/98-105.pdf; http://repo.uum.edu.my/14293/; http://www.iwnest.com/IJAG/index.php
• Institution: Universiti Utara Malaysia

Services are intangible and a service represents a process, consequently the quality of a service is more difficult to perceive and its more complicated. In general, the perceived quality is defined as the customer‟s judgment on overall satisfaction.Customer satisfaction is depending on the high quality services.The main objectives of this study was to identify the level of service quality among customers at one library in Malaysia public university and tried to examine the relationship between SERVQUAL and overall quality of service offered.Besides, this study also tried to analyze the dominant factor that affected the relationship between SERVQUAL and overall quality services.