Student Satisfaction Survey of Limkokwing University Library

Services

Muhammad Hariz
Zurhain Binti Yunos
Joanna Loura Anak Jimbon
Wang
Kawan Wang Tu

Abstract
This study was to improve library condition including the services. It was requested on 2 May
2014. The investigation was done by our group. The main findings were that most of the students
are not satisfied with the library condition and services. It was conclude that the library should
improve more their quality. The recommendations are that the library should satisfied the student
by improving their quality, and service. The quality meaning here are provide more photocopy
machine, add more books for the references, improve the services, and provide more discussion
room.

Introduction
Library is a very important facility that should be in every university. many libraries also
provide assistance in terms of learning and service learning session. library was
introduced as a collection of books for reading or learning, or a building or room in which
knowledge resources are stored (Miao & Bassham, 2006). Library also expanded the
definition of a record storage civilization to build a body of information sources and
services in the 20th century. Library services is one of the important services in the field
of education, particularly university students who use the library as a reference and
learning. Quality management in the service sector should also be available to increase
students' comfort level when in the library (Lagrosen & Lagrosen 2003).
Each library is prepared to be equipped with all necessary facilities. in terms of learning,
a library needs to have reading materials such as books, journals, articles, newspapers and
reading materials such as the internet. whereas, for the convenience of learning is also a
library should have a computer, printer, scanner, discussion rooms, presentation rooms,
projectors and others. a library must also make sure the environment is suitable for
classes that are clean and conducive environment. therefore, this study was undertaken to
review the level of provision and services offered at the library LUCT.
This information obtained from the students at Limkokwing University in order to
improve the library condition including the services. This survey will help you as a
student to get better service and facilities during you study at Limkokwing University.

METHODOLOGY

The methodology used in this study was a questionnaire. of 40 respondents were selected
to answer the survey questions provided . selection of respondents was randomly where
each respondent in the questionnaire while in the vicinity of the study kawasn LUCT
library . each respondent must answer 17 different questions in order to achieve the goals
of this study . the questions posed to the respondents was divided into two parts, and the
profile of the respondents to a survey related questions such as the level of employee
service and satisfaction library facilities available at the library such as printers ,
computers , projectors , discussion rooms, presentation rooms and others. Next , from
these questionnaires will be analyzed to obtain the output will be finding in this study .
from finding that could be released as there are some problems that are identified from
the survey.
The methodology used in this study was a questionnaire. of 40 respondents were
selected to answer the survey questions provided . selection of respondents was randomly
where each respondent in the questionnaire while in the vicinity of the study kawasn
LUCT library . each respondent must answer 17 different questions in order to achieve
the goals of this study . the questions posed to the respondents was divided into two parts,
and the profile of the respondents to a survey related questions such as the level of
employee service and satisfaction library facilities available at the library such as
printers , computers , projectors , discussion rooms, presentation rooms and others. Next ,
from these questionnaires will be analyzed to obtain the output will be finding in this
study . from finding that could be released as there are some problems that are identified
from the survey . lastly, from the finding will be outlined several proposals to address the
problem so that it will enhance the provision of services and facilities at the library LUCT
. hence able to make LUCT library is a library that is comfortable, clean and conducive
environment.

FINDINGS
Please tick (

Strongly
Strongly
Agree Neutral Disagree
Agree
Disagree
1. Library staffs treat me fairly and without
26
discrimination.

10

2. Library staffs are professional in their

dealings with me.

28

3. Library staffs are friendly.

24

10

4. Library staffs give my enquiries

appropriate time and attention.

15

18

5. Library staffs provide accurate answers. 14

15

6. Library staffs are easy to approach.

7. Library staffs keep me informed about

new services and collections.

19

8. 8ik 88888888888888888888888gg[I am
able to access computer workstations in 30
the library.

9. Student computer room is adequate.

13

10. Computer facilities and electronic

equipment are accessible.

10

12

11. Library space is adequate.

10

11

12. Study space in the library is adequate.

12

12

13. Group study facilities are adequate.

14

10

14. Printing facilities are adequate.

14

17

15. The collection in the library meets my

research needs.

28

16. Opening hours are adequate.

14

15

25

17. Photocopy machine are adequate.

12

11

No.1

The first matter is about whether the library staff treated student fairly or not. In other words,
there is no discrimination. Referring to the graph, we can see that there were 26 respondents out
of 40 respondents are strongly agreed that library staff treated students fairly. In the meantime,
there were 10 respondents are only agree that library staff treated students fairly. While there were
only 4 respondents are think that library staff treated students fairly as neutral. On the contrary,
there were no respondents are disagree and strongly disagree about this statement. We can
conclude that the library staff obviously did a little discrimination towards LUCTs students.

No.2

The second statement is whether the library staffs are professionally dealing with the students or
not. There were 28 respondents are strongly agree in this statement which is the highest number
based on the graph. On the other hand, there were only 4 respondents are agreed regarding this

statement. Meanwhile, there were 8 respondents give a neutral as an answer towards this
statement. Overall, the lowest numbers of respondents are agreed that library staff deal with
students professionally.

No 3

Third statement is regarding how warm is library staff when handling students. According to the
indicated graph, there were 24 respondents hit strongly agree. It is dominated among 5 ranks. At
the same time, there are 10 respondents agreed in this statement. Which mean, the library staff is
friendly towards student. While there are 3 respondents out of 40 respondents are hit neutral in
this statement. On the contrary, there were only 1 respondent disagree regarding this statement.
The library staff either not welcome he/she nicely. Simple say that the library staff is not friendly
towards those respondent. While the rest of respondents are strongly disagree contingent to the
graph.

No.4

Based on the pointed graph, the highest number is dominated by agreed respondents. Which are
18 respondents in the fourth matter. The fourth statement is explains about whether the library

staff give an appropriate time and attention within regarding students enquiries. The second rank
is pointed at strongly agree, 15 respondents. At the same time, there were disagreed and strongly
disagree respondents regarding this matter. There were both 1 respondent and the rest is neutral.

No.5

The fifth statement is concerning about how accurate the information is provided by library staff.
The lowest rank is at disagreed level, which is 2 respondents. While the highest rank is at agree
level concerning how accurate the information is given. There are 15 respondents agree that
library staff is provide an accurate information for student. While there are 14 respondents, 6
respondents, and 3 respondents are strongly agree, neutral, and strongly disagree about this
matter.

No.6

The sixth statement is in the matter of how easy the library staff is approach. Graph above
explains that there are 25 respondents strongly agree concerning this statement. Besides, it is the

highest number among the other rank in this statement. In the meantime, there are 8 respondents
and 3 respondents are agreed and disagree regarding this statement. And the rest are both 2
respondents in neutral and strongly disagree.

No.7

The graph indicated about how well the students are informs regarding the new services and
collections. The graph noted that 19 respondents are disagreed. This means that library staff is not
well in keeping the students know about the new services and collections. There were also 7
respondents are strongly disagree about this matter. We can see that library staff are not handling
well in keeping students know about the latest news. On the other hand, there were 5 respondents
are keep informed about the new services and collections. At the same time, there are 9
respondents are neutral regarding this matter.

No.8

The graph is concerning whether the students have an access computer stations in the library.

There were 30 respondents strongly agree regarding this matter. Which mean, the students have
an access to computer in the library. While there were both 5 respondents are agree and neutral
concerning this matter and there is no respondent disagree concerning this matter.

No,.9

The ninth graph is related to whether the computer room is adequate or not. The graph indicated
that most respondents are disagreed regarding this statement. the library clearly not providing an
adequate computer room for LUCTs students. While there were only 5 respondents are strongly
disagree. On the contrary, there were 6 respondents and 7 respondents are strongly agree and
agree regarding this statement.

No.10

The graph above is concerning about how accessible are computer facilities and electronic
equipment. The graph noted that there were 12 respondents are disagreed about this matter. On
the other words, the computer facilities and electronic equipment are not accessible for students.

This is the highest rank among the other rank. While the lowest rank is dominated by 4
respondents which are strongly agree about this matter. The rest are 8 respondents, 10
respondents, and 6 respondents are agreed, neutral, and strongly disagree regarding this matter.

No.11

The eleventh graph is regarding whether the space in library is enough or not. Based on the graph,
we can see that most of the respondents are agreed concerning this matter which is 11
respondents. While there were both 6 respondents are disagree and strongly disagree regarding
this matter and also the lowest number. Not mention the 10 respondents are strongly agreed. And
the rest is 7 respondents are choose neutral to be their answer. We can conclude that the space in
library is quite enough.

No.12

The twelfth graph is concerning about whether the study space in the library is adequate or not.
The graph referring there were both 12 respondents are strongly agree and agree regarding this

matter. While there were 3 respondents are strongly disagree concerning this matter which is also
the lowest number. In the meantime, there were 8 respondents and 5 respondents are neutral and
strongly disagree about this matter.

No.13

The graph referring how adequate is the group study facilities in the library. The highest number
is dominated by neutral respondents, 14 respondents. On the contrary, there were 6 respondents
and 5 respondents are strongly agreed and agree about this matter. Which mean the group study
facilities is almost enough since there were only 3 respondents strongly disagree regarding this
matter. And the rest respondent were chose disagree as their answer.

No.14

Above is the graph that concerning regarding whether the printing facilities are adequate
or not. The graph indicated that there were both 2 respondents are chose strongly agree
and agree regarding this matter which is also the lowest number. On the other hand, there

were 17 respondents are chose strongly disagree as their answer. In this situation, most of
the students are not satisfied with the printing facilities. Other than that, there were 5
respondents and 14 respondents are chose neutral and disagree in this matter.
No. 15

The fifthteen graph is concerning regarding the research needs are meet or not. According to the
graph, neutral is dominate the most. There were 28 respondents choose this answer. While
dominated the less are strongly agree and strongly disagree which is only 2 respondents. These
were followed by disagree, 3 respondents and agree, 3 respondents.

No. 16

The graph above is regarding whether the opening hours are enough or not. From the graph, we
can see that neutral also dominated other than any rank. There were 15 respondents chose neutral
to be their answer. Which mean, the opening hours mostly is fair enough for them. However,

there were 1 respondent and 4 respondents is strongly disagree and disagree regarding this matter.
In the other words, the opening hours are not enough. In the meantime, there were 6 respondents
are agree and 14 respondents are strongly agree. Which means, the opening hours are enough for
these categories.

No.17

Last but not least, this graph is regarding how is the photocopy machine is adequate for
LUCT student. From the graph which is reflected from the survey, the most rank are
dominated by neutral, followed by disagree and strongly disagree. The number of
respondent that chose these to be their answer is 12 respondents, 11 respondents, and 9
respondents. In the meantime, there were 3 respondents are strongly agree and 5
respondents are agree regarding this matter.

Recommendations
From the entire study, there are several problems that arise
1)

Remind about new services and collection

Items such as books, journals, and articles that are available in the library is very limited and
insufficient. The LUCT should buy books and numerous scholarly stuff and use as a reference for
students. Moreover, the services available in the library LUCT, somewhat less than satisfactory,
so the LUCT should take action so that the services available in the library to get the comfort of
the students to learn
2)

Provide more computer room

Lack of computers and computer rooms in LUCT is among the problems found in the library. It
makes it difficult for students to work and learn. The students had to take turns to use the
computer because there are only 30 computers in the computer room library only. The average
computer room space causes the students feel uncomfortable.
3)

Make computer facilities and electronic equipment are more easier to accessible and user
friendly

LUCT libraries should improve and upgrade items such as computers and electronics to be able to
accommodate the number of students who use these products. LUCT party should also ensure the
use of computers and other electronic items such as printers, scanners etc., are at a satisfactory
level so as not to cause problems to the students.
4)

Provide more group study facilities

Group study facilities is an important facility in the current lesson outside of campus learning.
therefore, each involving a group study facilities such as a room, projector, tables and chairs,
white screen etc should be monitored by the LUCT to all amenities and is quite satisfactory in
terms of the level of comfort, privacy, clean and others.
5)

Provide more printing facilities

printing machine is one of the facilities that are important to a student in the print study notes and
assignment. Typically, printers shortage, students must take turns with time. sometimes machine
with good services that do not cause the machine is not on a satisfactory level. therefore, the
LUCT to provide adequate machines and systems more Efficient in providing essentially printing.
6)

Improve the collection especially in research material

students who are conducting research requires adequate materials to help for referrals. usually
they are more likely to find the material in the library. therefore, the LUCT have to ensure that

such research studies of the past, article, journal, news, and other adequate and up to date. hence
able to assist students in conducting their research.

Referencing List
Lagrosen, S. & Lagrosen, Y. 2003 Management of service quality-differences in values,
Practices and outcomes. Managing Service Quality 13 (5): 370-381.
Miao, H. & Vance, C. 2001. Cross-national assessment of service in libraries. Library
Management 28: 53-61
Ladhari, R. & Morales, M.2008. Perceived value and recommendation A study Canadian
public library users. Library Management 29(4/5) 352-366

Appendices
( HARIZ, TOLONG LETAKKAN SOALAN2 YANG DAH KAU
BUAT KAT SINI.)

Instruction

Please complete the following questions to reflect your opinion and answer factual
questions to the best of your knowledge. Your information will be kept strictly
confidential.

1. Your gender.
Male
Female

2. Your age.
18 years old and below
19 years old - 21 years old
22 years old - 24 years old
25 years old and above

3. Nationality.