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International Islamic University Malaysia Libraries

Customer Satisfaction Survey a report on its findings

2014

Report brought to you by:

IIUM Libraries’ CSS Team 2014

PART 1: Central Library (Gombak)

PART 2: Kuantan Campus Library (Indera Mahkota)

PART 3: IIiBF Library (Damansara)

Central Library (Gombak)

Report by:

CSS Team 2014 Central Library (Gombak)

PART 1

1

IIUM CENTRAL LIBRARY (GOMBAK)

CUSTOMER SATISFACTION SURVEY (CSS) 2014

TEAM COMMITTEE & ADVISOR

Coordinator

Siti Hawa Darus Central Library (Gombak), IIUM

Report Writing & Editorial Committee

Noraini Mukhtar Central Library (Gombak), IIUM

Survey Distribution & Collection Committee

Anis Shafinaz Md Salleh

Norazila Ahmad Palal Central Library (Gombak), IIUM

Data Compilation Committee

Irni Izwah Abu Bakar

Norbaya Muda

Alunis Md Janis Central Library (Gombak), IIUM

Report written by


IIUM Library Customer Satisfaction Survey 2014 1

© IIUM Library Customer Satisfaction Survey 2014 Team i

CONTENTS

1. INTRODUCTION 1.1 The survey …………………………………………………………….. page 1

1.2 Objective..……………………………………………………………... page 1

1.3 The survey process

a. The Survey Team ………………………………………………….. page 2

b. Sampling ………………………………………………………….. page 2

c. Survey questionnaire ……………………………………………… page 2

d. Choice of responses and Related score …………………………… page 5

e. Tools used …………………………………………………………. page 5

2. OVERVIEW OF FINDINGS 2.1 Demographics of survey respondents ..………………………………... page 6

2.2 Overall measure of satisfaction ………………………………………. page 7

3. SPECIFIC RESULTS 3.1 Information resources (IR) .……………………………………………. page 9

3.2 Services (SRV) .……………………………………………………….. page 10

3.3 General facilities & equipment (GFE) ..……………………………….. page 11

3.4 IT facilities & equipment (ITFE) ………………………………………... page 12

3.5 Library staff (LS) .……………………………………………………... page 13

3.6 Communication (COMM) ……………………………………………… page 14

3.7 Miscellaneous (MISC) …………………………………………………. page 15

4. OPPORTUNITIES FOR IMPROVEMENT & RECOMMENDATIONS FROM

THE SURVEY TEAM

4.1 Overall survey findings ……………………………………………….. page 16

4.2 Important area to focus on ……………………………………………. page 17

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

6. APPENDICES 6.1 Sample Size Calculator by Raosoft, Inc. ……………………………… page 21

6.2 Paper Questionnaire

a. Staff ………………………………………………………………. page 22

b. Student ……………………………………………………………. page 23

6.3 Customers’ Additional Comments on ‘Information Resources (IR)’ …….. page 24

6.4 Customers’ Additional Comments on ‘Services (SRV)’ ..………………... page 25

6.5 Customers’ Additional Comments on ‘Gen. Facilities & Equipment (GFE)’ page 26

6.6 Customers’ Additional Comments on ‘IT Facilities & Equipment (ITFE)’.… page 27

6.7 Customers’ Additional Comments on ‘Library Staff (LS)’ .……………… page 28

6.8 Customers’ Additional Comments on ‘Communication (COMM)’ .……… page 29

6.9 Customers’ Additional Comments on ‘Miscellaneous (MISC)’ ..………… page 30

6.10 Customers’ Additional Comments on ‘Why do you come to the Library’.. page 31


© IIUM Library Customer Satisfaction Survey 2014 Team 1

1. INTRODUCTION

1.1 The survey

The IIUM Library is committed to continuous improvement and to be recognized

as an organization consistently exhibiting the ‘walk-the-talk’ as pledged in the

library’s goals and values in its balance score card. This survey is one of the

key performance indicators of the library and this report presents the findings

of 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 survey

2. To provide the means to measure and monitor the performance of the IIUM Library over time

3. 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. The Survey Team

A team consisting of Siti Hawa Darus as the Team Coordinator, Noraini

Mukhtar as the Report Writing and Editorial Committee, Anis Shafinaz

Mohd Salleh and Norazila Ahmad Palal as the Survey Distribution and

Collection Committee, Irni Izwah Abu Bakar and Norbaya Muda as the

Data Compilation Committee. The team was assisted by a supporting staff,

Alunis Md Janis for data compilation and miscellaneous tasks.

2. Sampling

This report is focused on the survey conducted at the Central Library in

Gombak.

The IIUM Central Library (Gombak) has an approximate population of

6,125, a number derived from the Library Integrated System SYMPHONY.

These are the active users of the library that has at least one (1) borrowing

transaction.

The Sample Size Calculator by Raosoft, Inc., was used to calculate the

sample size. Please refer Appendix 6.1 for detailed calculation of sample.

The recommended sample size was 237 but we extended the number to

350 for higher confidence level (i.e. between 95-99%). Systematic random

sampling was adopted. Every eighteenth (18th) row from the 6,125 names

was picked out as intended respondent.

3. Survey questionnaire

The survey questionnaire (Appendix 6.2a-Staff and 6.2b-Students) forms

the core of the customer satisfaction research. The questionnaire which

comprises of sixty-four (63) questions (for Staff) and sixty-three (62)

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 RESOURCES 1. Adequacy of books in your field(s) of interest

2. Adequacy of journals in your field(s) of interest

3. Adequacy of online databases

4. Adequacy of audio visual materials (CDs, Video/audio cassettes, etc.)

5. Adequacy of digital resources (exam papers, IIUM Thesis, etc.)

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

B. SERVICES

7. Opening hours

8. Transaction assistance at circulation/lending counter

9. Reference services’ assistance

10. Assistance on using library resources

11. Document delivery and inter-library loan (ILL)

12. Information skills classes (if you have attended any)

C. GENERAL FACILITIES & EQUIPMENT

13. Baggage facilities

14. Common study areas

15. Carrel/Research rooms

16. Discussion rooms/Group study rooms

17. Leisure reading area

18. Newspaper reading areas

19. Facilities for the disabled/persons with special needs

20. Viewing rooms

21. Library auditorium

22. Multipurpose room

23. Print and copier services

24. Space, lighting and temperature

25. Restrooms/Toilets

D. IT FACILITIES & EQUIPMENT

26. IIUM Library catalogue (OPAC)

27. IIUM Library websites

28. No. of computers to support study/research

29. Wi-Fi facilities

30. Off campus access to online information resources

31. Self-service book borrowing machines

32. Self-service book return machines

E. LIBRARY STAFF

33. Readiness to assist and helpfulness

34. Courtesy and friendliness

35. Fair treatment and without discrimination

36. Accurate answers to enquiries

37. Resolve problems in a timely manner

38. Speaks clearly and distinctly



F. COMMUNICATION

39. Library rules and regulations are well communicated

40. Print signage are clear and appropriate

41. Services are well described

42. Library homepage is user friendly

43. Library acebook is informative and responsive

44. Alerts on new services and facilities are prompt

45. Response to complaints/suggestions (print form) is prompt

G. MISCELLANEOUS

46. Assistance at library entrance/exit

47. Assistance at multimedia & special collection counter

48. Assistance at serials/journals counter

49. Updating of Electronic signage

50. Quiet study zones

H. (Item 51 or i51)

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

o Very Dissatisfied o Dissatisfied o Not Relevant o Satisfied o Very Satisfied

Part 1 also houses the question on overall satisfaction. Respondents are

given the opportunity to note their comments in their own words in the

additional comments section. Part 2 contains questions for the collection of

respondents’ demographics. Customers were given the opportunity to

participate in the survey from 18st November until 18th December 2014 by

completing the questionnaires anonymously. This anonymity helps to ensure

true concerns of the IIUM Library’s customers are identified. The data from

the print survey were then entered into the SPSS software.

The survey questionnaires were initially e-mailed to the intended

respondents on the 18th until 30th November 2014. The response was not

encouraging. The help from the Liaison Librarians were sort out to distribute

the survey questionnaires at the Information Desk/Reader’s Advisory Desk.

The Liaison Librarian extended the help by distributing them at the Kulliyah

Board Meetings at their respective Kulliyyah clientele. At this point of time

the number of respondents had still not reached the intended number.

The distribution duration was further extended until 18th December 2014.

The survey distribution committee had to go out to the library customers

while they were in the library. We managed to get a total of 373

respondents.



4. Choice of Responses and Related Scale

The choice of responses that respondents may answer on their level of

satisfaction on services provided by the IIUM Central Library in Gombak

are classified as in the following table:

5. Tools used

The tools used for this survey are:

1. Sample Size Calculator by Raosoft, Inc.

2. SPSS Statistics for statistical analysis

3. Microsoft Excel spreadsheets for the chart plotting

CHOICES OF RESPONSES SCALE

Very Dissatisfied 1

Dissatisfied 2

Satisfied 3

Very Satisfied 4



2. OVERVIEW OF FINDINGS

2.1 DEMOGRAPHICS OF SURVEY RESPONDENTS

A total of 373 respondents’ survey forms were acquired from this survey.

Please refer to the following illustrations on profile of survey respondents.

Student 87.4% (326)

Staff 12.6% (47)

Student/Staff Respondent Proportion

CSS2014/nm...29.01.2015



2.2 OVERALL MEASURE OF SATISFACTION

The Customer Satisfaction Index

The library has set the 3.00 index as the customer satisfaction index in its

balance score card. This is also the performance achievement baseline or the

qualifying indicator of customer satisfaction.

The calculation of the satisfaction index is derived from the mean of all the sub-

criteria/items numbered i1-i50. The mean for i51 i.e. the ‘satisfaction as a

whole’ was also calculated. The results in the figure below shows significant

difference in mean between the two mean (3.0881 and 3.1336).

Fig. 1: Comparison between Item Mean of i51 and Mean of i1 to i50

NO. OF RESPON-DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD. DEVIATION

i1 to i50 All sub-criteria/items 1-50

352 1.00 4.00 3.0881 .55539

i51 As a whole, are you satisfied with the services provided by IIUM Main/Gombak Library?

373 1.06 4.00 3.1336 .36720

Valid N 352

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

VALID PERCENT

CUMULATIVE PERCENT

Valid

1.00 10 2.7 2.8 2.8

2.00 10 2.7 2.8 5.7

3.00 271 72.7 77.0 82.7

4.00 61 16.4 17.3 100.0

Total 352 94.4 100.0

Missing 9.00 21 5.6

Total 373 100.0

From the tables, the customer satisfaction index is 3.13 and percentage of

satisfaction is 94.32% (calculation from fig. 2: (271 + 61 / 352) x 100).

This indicates that the library has achieved the satisfaction index of over 3.00

for the year.



Other criteria/areas of concern and their individual sub-criteria/item in this

survey will be measured against the determined index 3.00. They will be

elaborated upon and explained in the pages that follow.

We include the additional comments on each criteria/area of concern in the

appendices because these comments by the customers touch on the salient

points that either emphasizes points already covered by the questionnaire or

point-out aspects/factors not covered by the questionnaire.



3. SPECIFIC RESULTS

3.1 Information Resources (IR)

The overall mean for IR is 3.0388. The figure below depicts the mean for the

individual sub-criteria/item.

Fig. 3: Mean for IR

SUB-CRITERIA/ITEM NO. OF

RESPON-DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

i1 Adequacy of books in your field(s) of interest

347 1.00 4.00 3.0403 .56239

i2 Adequacy of journals in your field(s) of interest

322 1.00 4.00 3.0155 .58251

i3 Adequacy of online databases

316 1.00 4.00 3.0918 .59185

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

228 1.00 4.00 3.0219 .56666

i5 Adequacy of digital resources (exam papers, IIUM Thesis, etc.)

304 1.00 4.00 3.0559 .61351

i6 Access to information resources (books, journals, etc.)

338 1.00 4.00 3.1805 .52247

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

Though all exceed, only item 6 ‘Access to information resources (books, journals,

etc.)’, is encouraging.

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



3.2 Services (SRV)

The overall mean for SRV is 3.1890. The figure below depicts the mean for the


Fig. 4: Mean for SRV


RESPON-DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

i7 Opening hours 357 1.00 4.00 3.0197 .72552

i8 Transaction assistance at circulation/lending counter

345 1.00 4.00 3.2841 .50047

i9 Reference services’ assistance

342 1.00 4.00 3.2485 .50183

i10 Assistance on using library resources

334 1.00 4.00 3.2395 .49876

i11 Document delivery and inter-library loan (ILL)

284 1.00 4.00 3.2148 .53134

i12 Information skills classes (if you have attended any)

258 1.00 4.00 3.2636 .52218


However, the mean for item 7 ‘Opening hours’, though exceed, is not very

encouraging.

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 3.1641. The figure below depicts the mean for the


Fig. 5: Mean for GFE


RESPON-DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

i13 Baggage facilities 285 1.00 4.00 3.0702 .57714

i14 Common study areas 342 1.00 4.00 3.1988 .57433

i15 Carrel/Research rooms 317 1.00 4.00 3.1199 .57766

i16 Discussion rooms/Group study rooms

328 1.00 4.00 3.1860 .55205

i17 Leisure reading area 342 1.00 4.00 3.2310 .55951

i18 Newspaper reading areas

343 1.00 4.00 3.2362 .51830

i19 Facilities for the disabled/persons with special needs

268 1.00 4.00 3.2500 .52734

i20 Viewing rooms 288 1.00 4.00 3.1701 .49620

i21 Library auditorium 296 1.00 4.00 3.2027 .51367

i22 Multipurpose room 300 1.00 4.00 3.2267 .50611

i23 Print and copier services 321 1.00 4.00 3.0903 .66234

i24 Space, lighting and temperature

345 1.00 4.00 3.2551 .55916

i25 Restrooms/Toilets 351 1.00 4.00 3.2080 .58996


However, the mean for item 13 ‘Baggage facilities’ and item 23 ‘Print and

copier services’, though exceed, is not very encouraging.

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 3.0520. The figure below depicts the mean for the


Fig. 6: Mean for ITFE


RESPON-DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

i26 IIUM Library catalogue (OPAC)

334 1.00 4.00 3.1826 .52522

i27 IIUM Library websites 356 1.00 4.00 3.2051 .54134

i28 No. of computers to support study/research

309 1.00 4.00 2.7573 .77039

i29 Wi-Fi facilities 328 1.00 4.00 2.6921 .83116

i30 Off campus access to online information resources

306 1.00 4.00 2.8660 .70480

i31 Self-service book borrowing machines

347 2.00 4.00 3.2997 .53983

i32 Self-service book return machines

348 2.00 4.00 3.3506 .52934

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

of 3.00, the worst being item 29 ‘Wi-Fi facilities’.

Additional comments on ITFE can be viewed at Appendix 6.6.



3.5 Library Staff (LS)

The overall mean for LS is 3.2032. The figure below depicts the mean for the


Fig. 7: Mean for LS


RESPON-DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

i33 Readiness to assist and helpfulness

361 1.00 4.00 3.2244 .54474

i34 Courtesy and friendliness 355 1.00 4.00 3.2479 .56794

i35 Fair treatment and without discrimination

350 1.00 4.00 3.2086 .60507

i36 Accurate answers to enquiries

346 2.00 4.00 3.2052 .56062

i37 Resolve problems in a timely manner

342 1.00 4.00 3.1901 .59481

i38 Speaks clearly and distinctly

354 1.00 4.00 3.2542 .52990


Additional comments on LS can be viewed at Appendix 6.7.



3.6 Communication (COMM)

The overall mean for COMM is 3.1264. The figure below depicts the mean for

the individual sub-criteria/item.

Fig. 8: Mean for COMM


RESPON-DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

i39 Library rules and regulations are well communicated

339 1.00 4.00 3.1770 .50260

i40 Print signage are clear and appropriate

339 1.00 4.00 3.1888 .49827

i41 Services are well described

343 1.00 4.00 3.1983 .48522

i42 Library homepage is user friendly

338 1.00 4.00 3.1538 .51101

i43 Library acebook is informative and responsive

278 1.00 4.00 3.1223 .52326

i44 Alerts on new services and facilities are prompt

294 1.00 4.00 3.1156 .51618

i45 Response to complaints/suggestions (print form) is prompt

275 1.00 4.00 3.0836 .54397


However, the mean for item 45 ‘Response to complaints/suggestions (print

form) is prompt’ is not very encouraging.

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 differ between the libraries of IIUM. The sub-criteria/items

listed in this survey are specifically meant for or available only, at the Central

Library (Gombak).

The overall mean for MISC is 3.1095. The figure below depicts the mean for

the individual sub-criteria/item.

Fig. 9: Mean for Miscellaneous


RESPON-DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

i46 Assistance at library entrance/exit

349 1.00 4.00 3.1662 .54235

i47 Assistance at multimedia & special collection counter

318 1.00 4.00 3.2107 .46615

i48 Assistance at serials/journals counter

316 1.00 4.00 3.1867 .48463

i49 Updating of Electronic signage

313 1.00 4.00 3.1438 .51432

i50 Quiet study zones 337 1.00 4.00 3.0000 .68139

All sub-criteria/item, except item 50, exceeded the qualifying satisfaction

index of 3.00. Item 50 ‘Quiet study zones’ achieved just the borderline mean.

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 was

found that all seven exceeded the satisfaction index of 3.00. They are as

depicted in the figure below.

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

CRITERIA/AREA OF CONCERN

NO. OF RESPON-DENTS

(N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIA-TION

INFORMATION RESOURCES (IR) 367 1.00 4.00 3.0388 .46684

IT FACILITIES & EQUIPMENT (ITFE) 372 1.43 4.00 3.0520 .46870

MISCELLANEOUS (MISC) 367 1.00 4.00 3.1095 .47946

COMMUNICATION (COM) 366 1.00 4.00 3.1264 .42446

GENERAL FACILITIES & EQUIPMENT (GFE)

372 1.00 4.00 3.1641 .42117

SERVICES (SRV) 371 1.00 4.00 3.1890 .44044

LIBRARY STAFF (LS) 370 1.00 4.00 3.2032 .51518

The mean of criteria/areas of concern are arranged in ascending order. The

first two criteria/areas of concern (highlighted in purple), scored slightly more

than 3.00. This shows that, there are substantial number of sub-criteria/items

categorized under each of these two criteria/areas of concern, scored lower

than or just above 3.00, thus causing the overall mean to be pulled down to a

slight exceed only.



4.2 Important Area To Focus On

It is important to list down the sub-criteria/item according to its individual

mean. This will indicate the performance of the sub-criteria/item based on the

satisfaction index.

The summarized survey analysis by ascending order of mean is as shown in the

following table.

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

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

NO. OF RESPON-

DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

1. i29 Wi-Fi facilities 328 1.00 4.00 2.6921 .83116

2. i28 No. of computers to support study/research

309 1.00 4.00 2.7573 .77039

3. i30 Off campus access to online information resources

306 1.00 4.00 2.8660 .70480

4. i50 Quiet study zones 337 1.00 4.00 3.0000 .68139

5. i2 Adequacy of journals in your field(s) of interest

322 1.00 3.0155 .58251

6. i7 Opening hours 356 1.00 4.00 3.0197 .72552

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

228 1.00 4.00 3.0219 .56666

8. i1 Adequacy of books in your field(s) of interest

347 1.00 4.00 3.0403 .56239

9. i5 Adequacy of digital resources (exam papers, IIUM Thesis, etc.)

304 1.00 4.00 3.0559 .61351

10. i13 Baggage facilities 285 1.00 4.00 3.0702 .57714

11. i45 Response to complaints/suggestions (print form) is prompt

275 1.00 4.00 3.0836 .54397

12. i23 Print and copier services 321 1.00 4.00 3.0903 .66234

13. i3 Adequacy of online databases

316 1.00 4.00 3.0918 .59185

14. i44 Alerts on new services and facilities are prompt

294 1.00 4.00 3.1156 .51618

15. i15 Carrel/Research rooms 317 1.00 4.00 3.1199 .57766

16. i43 Library acebook is informative and responsive

278 1.00 4.00 3.1223 .52326

17. i49 Updating of Electronic signage

313 1.00 4.00 3.1438 .51432

18. i42 Library homepage is user friendly

338 1.00 4.00 3.1538 .51101




NO. OF RESPON-

DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

19. i46 Assistance at library entrance/exit

349 1.00 4.00 3.1662 .54235

20. i20 Viewing rooms 288 1.00 4.00 3.1701 .49620

21. i39 Library rules and regulations are well communicated

339 1.00 4.00 3.1770 .50260

22. i6 Access to information resources (books, journals, etc.)

338 1.00 4.00 3.1805 .52247

23. i26 IIUM Library catalogue (OPAC)

334 1.00 4.00 3.1826 .52522

24. i16 Discussion rooms/Group study rooms

328 1.00 4.00 3.1860 .55205

25. i48 Assistance at serials/journals counter

316 1.00 4.00 3.1867 .48463

26. i40 Print signage are clear and appropriate

339 1.00 4.00 3.1888 .49827

27. i37 Resolve problems in a timely manner

342 1.00 4.00 3.1901 .59481

28. i41 Services are well described

343 1.00 4.00 3.1983 .48522

29. i14 Common study areas 342 1.00 4.00 3.1988 .57433

30. i21 Library auditorium 296 1.00 4.00 3.2027 .51367

31. i27 IIUM Library websites 356 1.00 4.00 3.2051 .54134

32. i36 Accurate answers to enquiries

346 1.00 4.00 3.2052 .56062

33. i25 Restrooms/Toilets 351 1.00 4.00 3.2080 .58996

34. i35 Fair treatment and without discrimination

350 1.00 4.00 3.2086 .60507

35. i47 Assistance at multimedia & special collection counter

318 1.00 4.00 3.2107 .46615

36. i11 Document delivery and inter-library loan (ILL)

284 1.00 4.00 3.2148 .53134

37. i33 Readiness to assist and helpfulness

361 1.00 4.00 3.2244 .54474

38. i22 Multipurpose room 300 1.00 4.00 3.2267 .50611

39. i17 Leisure reading area 342 1.00 4.00 3.2310 .55951

40. i18 Newspaper reading areas 343 1.00 4.00 3.2362 .51830

41. i10 Assistance on using library resources

334 1.00 4.00 3.2395 .49876

42. i34 Courtesy and friendliness 355 1.00 4.00 3.2479 .56794

43. i9 Reference services’ assistance

342 1.00 4.00 3.2485 .50183

44. i19 Facilities for the disabled/persons with special needs

268 1.00 4.00 3.2500 .52734




NO. OF RESPON-

DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

45. i38 Speaks clearly and distinctly

354 1.00 4.00 3.2542 .52990

46. i24 Space, lighting and temperature

345 1.00 4.00 3.2551 .55916

47. i12 Information skills classes 258 1.00 4.00 3.2636 .52218

48. i8 Transaction assistance at circulation/lending counter

345 1.00 4.00 3.2841 .50047

49. i31 Self-service book borrowing machines

347 1.00 4.00 3.2997 .53983

50. i32 Self-service book return machines

348 1.00 4.00 3.3506 .52934

The top three (3) items that the IIUM Central Library, Gombak, has to priority-

focus on are as listed in number 1 to 3 (mean indicated in red), from the above

table as these areas did not achieve the satisfaction index of 3.00.

Other items (number 4 to 13) should also be given attention for further

improvement due to its not-so-overwhelming achievement that is just slightly

over 3.00.

However, the top seven (7) performing items in other words, magnificent seven

should be acknowledged and applauded, namely:


NO. OF RESPON-

DENTS (N)

MIN SCORE

MAX SCORE

MEAN STD.

DEVIATION

1. i32 Self-service book return machines

348 1.00 4.00 3.3506 .52934

2. i31 Self-service book borrowing machines

347 1.00 4.00 3.2997 .53983

3. i8 Transaction assistance at circulation/lending counter

345 1.00 4.00 3.2841 .50047

4. i12 Information skills classes 258 1.00 4.00 3.2636 .52218

5. i24 Space, lighting and temperature

345 1.00 4.00 3.2551 .55916

6. i38 Speaks clearly and distinctly

354 1.00 4.00 3.2542 .52990

7. i19 Facilities for the disabled/persons with special needs

268 1.00 4.00 3.2500 .52734



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 an

integral part of its commitment to improvement.

The objectives of this survey are met. Opportunities for improvement are identified

through the customer satisfaction level for each of the sub-criteria or items

(numbered i1-i50) in the questionnaire. The survey proved to be a means to measure

and monitor performance because the satisfaction index is derived from the findings

through measureable questions on services, facilities and staff. Customers were given

the opportunity to communicate openly and honestly anonymously via the open-

ended question in the survey (i51) at section H. Comments were generously noted by

respondents and tabulated to be responded by the Library Management.

Emphasizing on the findings, the areas the library should prioritize in the near future

is the IT Facilities & Equipment (ITFE), specifically:

a. Wi-Fi facilities

b. No. of computers to support study/research

c. Off campus access to online information resources

However, more improvements in the individual factors (sub-criteria/item) mentioned

in the survey scoring slightly more than 3.00 should also be given attention and

further enhanced, to ensure that the library’s vision, mission, objectives and goals in

supporting the university’s vision and mission can be achieved to the fullest.



1. APPENDICES

6.1 Sample Size Calculator by Raosoft, Inc.



1. APPENDICES

6.2 a. Paper Questionnaire (Staff)

of 2

LIBRARY

CUSTOMER SATISFACTION SURVEY 2014

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 RESOURCES

Very

Dissatisfied Dissatisfied Not

Relevant/ Applicable

Satisfied Very Satisfied

1. Adequacy of books in your field(s) of interest Ο Ο Ο Ο Ο 2. Adequacy of journals in your field(s) of interest Ο Ο Ο Ο Ο 3. Adequacy of online databases Ο Ο Ο Ο Ο 4. Adequacy of audio visual materials (CDs, DVDs, etc.) Ο Ο Ο Ο Ο 5. Adequacy of digital resources (exam papers, IIUM

Thesis, etc.) Ο Ο Ο Ο Ο

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

B. SERVICES

Very




7. Opening hours Ο Ο Ο Ο Ο 8. Transaction assistance at circulation/lending counter Ο Ο Ο Ο Ο 9. Reference services’ assistance Ο Ο Ο Ο Ο 10. Assistance on using library resources Ο Ο Ο Ο Ο 11. Document delivery and inter-library loan (ILL) Ο Ο Ο Ο Ο 12. Information skills classes (if you have attended any) Ο Ο Ο Ο Ο


Very




13. Baggage facilities Ο Ο Ο Ο Ο 14. Common study areas Ο Ο Ο Ο Ο 15. Carrel/Research rooms Ο Ο Ο Ο Ο 16. Discussion rooms/Group study rooms Ο Ο Ο Ο Ο 17. Leisure reading area Ο Ο Ο Ο Ο 18. Newspaper reading areas Ο Ο Ο Ο Ο 19. Facilities for the disabled/persons with special needs Ο Ο Ο Ο Ο 20. Viewing rooms Ο Ο Ο Ο Ο 21. Library auditorium Ο Ο Ο Ο Ο 22. Multipurpose room Ο Ο Ο Ο Ο 23. Print and copier services Ο Ο Ο Ο Ο 24. Space, lighting and temperature Ο Ο Ο Ο Ο 25. Restrooms/Toilets Ο Ο Ο Ο Ο


Very




26. IIUM Library catalogue (OPAC) Ο Ο Ο Ο Ο 27. IIUM Library websites Ο Ο Ο Ο Ο 28. No. of computers to support study/research Ο Ο Ο Ο Ο 29. Wi-Fi facilities Ο Ο Ο Ο Ο 30. Off campus access to online information resources Ο Ο Ο Ο Ο

(Company No. 101067-P)

of 2

31. Self-service book borrowing machines Ο Ο Ο Ο Ο 32. Self-service book return machines Ο Ο Ο Ο Ο

E. LIBRARY STAFF

Very




33. Readiness to assist and helpfulness Ο Ο Ο Ο Ο 34. Courtesy and friendliness Ο Ο Ο Ο Ο 35. Fair treatment and without discrimination Ο Ο Ο Ο Ο 36. Accurate answers to enquiries Ο Ο Ο Ο Ο 37. Resolve problems in a timely manner Ο Ο Ο Ο Ο 38. Speaks clearly and distinctly Ο Ο Ο Ο Ο

F. COMMUNICATION

Very




39. Library rules and regulations are well communicated Ο Ο Ο Ο Ο 40. Print signage are clear and appropriate Ο Ο Ο Ο Ο 41. Services are well described Ο Ο Ο Ο Ο 42. Library homepage is user friendly Ο Ο Ο Ο Ο 43. Library acebook is informative and responsive Ο Ο Ο Ο Ο

44. Alerts on new services and facilities are prompt Ο Ο Ο Ο Ο 45. Response to complaints/suggestions (print form) is

prompt Ο Ο Ο Ο Ο

G. MISCELLANEOUS

Very




46. Assistance at library entrance/exit Ο Ο Ο Ο Ο 47. Assistance at multimedia & special collection counter Ο Ο Ο Ο Ο 48. Assistance at serials/journals counter Ο Ο Ο Ο Ο 49. Updating of Electronic signage Ο Ο Ο Ο Ο 50. Quiet study zones Ο Ο Ο Ο Ο

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

Ο Very Dissatisfied Ο Dissatisfied Ο Not Relevant Ο Satisfied Ο Very 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 basis 2. Category: 2.1 If Academic Staff, state

your faculty rank: Ο Professor Ο Associate

Professor Ο Assistant Professor

Ο Lecturer Ο Assistant Lecturer

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 Others 9. How frequent do you use the library? Ο Daily Ο Weekly 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, 4829, or 4822.

CSS2010/NM/SMS/nm 05.05.2010/CSS2012(Staff)/nm/shd 19.11.2012/CSS2014(staff)/nap14.11.2014



1. APPENDICES

6.2 b. Paper Questionnaire (Student)

of 2

LIBRARY

CUSTOMER SATISFACTION SURVEY 2014

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 RESOURCES

Very




1. Adequacy of books in your field(s) of interest Ο Ο Ο Ο Ο 2. Adequacy of journals in your field(s) of interest Ο Ο Ο Ο Ο 3. Adequacy of online databases Ο Ο Ο Ο Ο 4. Adequacy of audio visual materials (CDs, DVDs, etc.) Ο Ο Ο Ο Ο 5. Adequacy of digital resources (exam papers, IIUM

Thesis, etc.) Ο Ο Ο Ο Ο

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

B. SERVICES

Very




7. Opening hours Ο Ο Ο Ο Ο 8. Transaction assistance at circulation/lending counter Ο Ο Ο Ο Ο 9. Reference services’ assistance Ο Ο Ο Ο Ο 10. Assistance on using library resources Ο Ο Ο Ο Ο 11. Document delivery and inter-library loan (ILL) Ο Ο Ο Ο Ο 12. Information skills classes (if you have attended any) Ο Ο Ο Ο Ο


Very




13. Baggage facilities Ο Ο Ο Ο Ο 14. Common study areas Ο Ο Ο Ο Ο 15. Carrel/Research rooms Ο Ο Ο Ο Ο 16. Discussion rooms/Group study rooms Ο Ο Ο Ο Ο 17. Leisure reading area Ο Ο Ο Ο Ο 18. Newspaper reading areas Ο Ο Ο Ο Ο 19. Facilities for the disabled/persons with special needs Ο Ο Ο Ο Ο 20. Viewing rooms Ο Ο Ο Ο Ο 21. Library auditorium Ο Ο Ο Ο Ο 22. Multipurpose room Ο Ο Ο Ο Ο 23. Print and copier services Ο Ο Ο Ο Ο 24. Space, lighting and temperature Ο Ο Ο Ο Ο 25. Restrooms/Toilets Ο Ο Ο Ο Ο


Very




26. IIUM Library catalogue (OPAC) Ο Ο Ο Ο Ο 27. IIUM Library websites Ο Ο Ο Ο Ο 28. No. of computers to support study/research Ο Ο Ο Ο Ο 29. Wi-Fi facilities Ο Ο Ο Ο Ο 30. Off campus access to online information resources Ο Ο Ο Ο Ο

(Company No. 101067-P)

of 2

31. Self-service book borrowing machines Ο Ο Ο Ο Ο 32. Self-service book return machines Ο Ο Ο Ο Ο

E. LIBRARY STAFF

Very




33. Readiness to assist and helpfulness Ο Ο Ο Ο Ο 34. Courtesy and friendliness Ο Ο Ο Ο Ο 35. Fair treatment and without discrimination Ο Ο Ο Ο Ο 36. Accurate answers to enquiries Ο Ο Ο Ο Ο 37. Resolve problems in a timely manner Ο Ο Ο Ο Ο 38. Speaks clearly and distinctly Ο Ο Ο Ο Ο

F. COMMUNICATION

Very




39. Library rules and regulations are well communicated Ο Ο Ο Ο Ο 40. Print signage are clear and appropriate Ο Ο Ο Ο Ο 41. Services are well described Ο Ο Ο Ο Ο 42. Library homepage is user friendly Ο Ο Ο Ο Ο 43. Library acebook is informative and responsive Ο Ο Ο Ο Ο

44. Alerts on new services and facilities are prompt Ο Ο Ο Ο Ο 45. Response to complaints/suggestions (print form) is

prompt Ο Ο Ο Ο Ο

G. MISCELLANEOUS

Very




46. Assistance at library entrance/exit Ο Ο Ο Ο Ο 47. Assistance at multimedia & special collection counter Ο Ο Ο Ο Ο 48. Assistance at serials/journals counter Ο Ο Ο Ο Ο 49. Updating of Electronic signage Ο Ο Ο Ο Ο 50. Quiet study zones Ο Ο Ο Ο Ο

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

Ο Very Dissatisfied Ο Dissatisfied Ο Not Relevant Ο Satisfied Ο Very 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 2. Level of study: Ο Undergraduate Ο Master Ο PhD 3. Kulliyyah/Centre: Ο KIRKHS

Ο KLM Ο AIKOL Ο CFS

Ο KAED Ο KICT Ο KENMS Ο KOE Ο KOED Ο CELPAD

4. Year of study: Ο 1st year Ο 2nd year Ο 3rd year Ο 4th year 5. Gender: Ο Male Ο Female 6. Age: _______________ 7. Nationality: ____________________________ 8. Race: __________________________________ 9. Marital Status: Ο Married Ο Single Ο Others 10. How frequent do you use the library? Ο Daily Ο Weekly 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, 4829 or 4822.

CSS2010/NM/SMS/nm 05.05.2010/CSS2012(Student)/nm/shd 19.11.2012/CSS2014(student)/nap14.11.2014



6. APPENDICES

6.3 Customers’ Additional Comments on

‘Information Resources (IR)’

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

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘INFORMATION RESOURCES (IR)’

Adequacy of books in your field(s) of interest 1. I really wish that library will be opened without any break, for example, lunch hour (1.00pm –

2pm). And library could provide more Malay book, in different fields.

2. What make I come every day are : 1) it is a good place for reading and studying everything due to : a)good internet access b)a lot of material for reading c)convenient place for doing some …

3. I consider library as serene environment, suitable for studying. Though I rarely use the library books, but I can conclude the atmosphere is conducive and the facilities/resources are adequate to the best of my knowledge.

4. To do revision or search books. I hope there will be more books for education students and sources for previous exam papers.

5. To look for books for my research resources. There are certain books that is not available here, only in ISTAC (for example). I suggest that the central library have all the copies that are in ISTAC, Kuantan. Please add more books about history, Malaysia and Malaysian culture.

6. Most of the books outdated. 7. Add more books Sejarah Falsafah Barat from DBP. 8. Unfortunately wouldn’t find the appropriate books. 9. I really hope that IIUM Library can provide important main reference books that is needed by

the students especially Engineering. One book cannot be shared by whole class.

Adequacy of journals in your field(s) of interest 1. I am doing my research (thesis). Sometimes it is very noisy in level 2 study area - Make

friendly service for journal. - Prepare list of journal so that it would be easy to search it. - Yes, now there is online database service in library web page, but still need to upgrade it. TQ.

2. The subscription has not been renewed. 3. More access to online journal because I’ve to do ILL. 4. I come to the library to study. I would like to suggest that librarians make regular rounds so as

to prevent the students form making noise. The current situation in the library nowadays is very noisy thus creating a non-conducive environment to study. I would also like to request that the CLJ and also Journal Hukums be included and available in online database.

Adequacy of online databases 1. Online data + information dissatisfied.

2. Please increase the number of online database for law. 3. I am doing my research (thesis). Sometimes it is very noisy in level 2 study area - Make

friendly service for journal. - Prepare list of journal so that it would be easy to search it. - Yes, now there is online database service in library web page, but still need to upgrade it. TQ.

Adequacy of audio visual materials (CDs, Video/audio cassettes, etc) 1. Please update / add your multimedia collection especially in Arabic

Adequacy of digital resources (exam papers, IIUM Thesis, etc.) 1. Not up-to date. The papers ages ago. 2. For research / meeting friend /quiet environment. Comment – toilet cleanliness, new

arrangement of Law section not friendly zone, very pack, exam papers not up-to-date.

Access to information resources (books, journals, etc) 1. At the level 4, at Bahasa/Language Division, the book at the rack is not manage well. A few

week ago, I go there to find some book but it is not available at there but in OPAC, the book is available. It hard to me to find a book

2. Let IIUM student without matric card to enter with payment not asked them to leave. 3. Relaxing, no noise; easy. Some staffs are not friendly, they speak rudely, inappropriate manner.

Computers in the lab is not enough. It’s not a good service when people come from far, and forget to bring matric card, they must pay RM20.

CSST2012/nbm/nm…09.02.2015



6. APPENDICES


‘Services (SRV)’

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

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘SERVICES (SRV)’

Opening hours 1. Reading area is not quite, people talk, answer phone - Brothers study in sisters area - Wifi

connection is too slow every morning - Can you open library on weekend at least until

Maghrib.

2. Please extend the opening hours to a longer period of time. 3. Opening hours should be open during lunch time. From outside off campus can’t access some

files like midterm paper, final paper. THANKS. 4. If you make section that we can just in it and it open 24H/7D. The electricity plugs are not work

well and they are not enough. Thank ^_^. 5. We want more time. 6. Why I come to the library? Of course to study, read, discuss, refer. I strongly request you to

open 24 hours study room/reading area besides lilbrary in holidays. It is very hard to live without library.

7. Library close in the middle of the day. Student who are only able to go to the library that time will be distracted. Also for doing research or study in the library become not comfortable because of the time. I’m just see other library’s university that cater the students need for all time is the best if our library can do like before. Love uia.

8. I satisfied with IIUM Library because it is comfortable place to study. But I wish library will open overtime in weekend.

9. Do open in the lunch hour 10. Library should open till night during weekend 11. I hope library can be operated for 24 hours. 12. Library opening hours extend please… 13. The library opening hours terrible especially the closing hours during lunch breaks, I can never

understand this library shouldn’t be closed at these hours infact it should be open 24 hours/7days.

14. It would be more convenient if the library remains open during the lunch hour. It is not relevant for the sisters who are having the period (cannot perform solat) to leave the library

15. We study more in weekend, so please it should not close at 5 however better at 10pm.

Transaction assistance at circulation/lending counter 1. Only Malay staff are majority, please let the foreigners to work here and assist because it’s quite

hard to understand the Malay English.

Reference services’ assistance 1. No comment.

Assistance on using library resources 1. No comment.

Document delivery and inter-library loan (ILL) 1. No comment.

Information skills classes (if you have attended any) 1. No comment.

CSST2012/nbm/nm…09.02.2015



6. APPENDICES


‘General Facilities & Equipment (GFE)’

Appendix 6.5: Customers’ Additional Comments on ‘General Facilities & Equipment (GFE)’ Page 1 of 2

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘GENERAL FACILITIES &

EQUIPMENT (GFE)’

Baggage facilities 1. Hope outside will be available for daily usage.

Common study areas 1. I am doing my research (thesis). Sometimes it is very noisy in level 2 study area - Make friendly

service for journal. - Prepare list of journal so that it would be easy to search it. - Yes, now there is online database service in library web page, but still need to upgrade it. TQ.

2. Passionate on reading and peaceful place to study. Comments : the UK 3 pins need assistances! Some of them are dead.

3. If you make section that we can just in it and it open 24H/7D. The electricity plugs are not work well and they are not enough. Thank ^_^.

4. Need more plug points. 5. I satisfied with IIUM Library because it is comfortable place to study. But I wish library will

open overtime in weekend. 6. Improve wifi connection, put more electricity switch because there are so many students use

laptop. 7. To get some peace and quiet but I can only experience early in the morning when the library

has just opened due to the small number of student present in the library. I hope some measures will be taken to curb the noisiness by some students.

8. I come to the library to study. I would like to suggest that librarians make regular rounds so as to prevent the students form making noise. The current situation in the library nowadays is very noisy thus creating a non-conducive environment to study. I would also like to request that the CLJ and also Journal Hukums be included and available in online database.

9. Some students make noise (too much noise), sometimes the cleaners and the maintenance server make noise in the library. It is recommended to separate the level for group discussion and single study table, for example level 3 and 4 for discussion area and single user.

10. Make the environment more interesting such s paint the wall with different color for each level. 11. Comfortable place to study. 12. I come to the library because there in enough space to study and materials, even better if the

power outlets where we can charge our computers increase as most of them are not working currently.

13. I suggested that the Musolla located at Level 1 is placed “Hijab” or curtain at the mirror, so that male students cannot see female students praying in there and see female aurat.

14. Increase plugs in level 2 at laptop area.

Carrel/Research rooms 1. Why users from other branches are not allowed to use carrel room? And it’s limited only for 2

hours?

2. Make a personal room to undergraduate also (single) room for study), not only for the post

graduate.

Discussion rooms/Group study rooms 1. Level 4 needs more care.

Leisure reading area 1. I always use the leisure room and group study rooms but those rooms are not regularly cleaned.

Newspaper reading areas No comment

Facilities for the disabled/persons with special needs No comment

Appendix 6.5: Customers’ Additional Comments on ‘General Facilities & Equipment (GFE)’ Page 2 of 2

Viewing rooms No comment

Library auditorium No comment

Multipurpose room No comment

Print and copier services 1. + at level 3 or 4. 2. I need more printing machines. 2. The temperature may raise little more. 3. Provide more photocopy machine. 4. Provide more photocopy machine with lower price. 5. All printing machine at all level can be used.

Space, lighting and temperature 1. I need resources available at library daily basis plus it’s a good place, convenient to study. 2. For research / meeting friend /quiet environment. Comment - toilet cleanliness, new

arrangement of Law section not friendly zone, very pack, exam papers not up-to-date. 3. I consider library as serene environment, suitable for studying. Though I rarely use the library

books, but I can conclude the atmosphere is conducive and the facilities/resources are adequate to the best of my knowledge.

4. Beside to do my works, completing my assignments, I appreciate the good vibes here in IIUM library.

5. Because the environment is conducive to help my learning and revision process. 6. Satisfied with the service here. I just want to comment about the facilities. Aircond upstairs less

than the downstairs. 7. I need more printing machines. 2. The temperature may raise little more. 8. Revision and research purpose. Comment : It would be nice if temperature of air conditioner

goes down a bit bcoz its really cold. 9. I satisfied with IIUM Library because it is comfortable place to study. But I wish library will

open overtime in weekend. 10. To deepen my ‘ilm. Colder library please. . 11. Library has good air-conditioning system 12. The library, sometimes too cold 13. I love this library cause it is super cool compared to my high school’s library. 14. The environment is conducive, the washroom is neat and clean and Library location is near to

eatery café

Restrooms/Toilets 1. For research / meeting friend /quiet environment. Comment - toilet cleanliness, new

arrangement of Law section not friendly zone, very pack, exam papers not up-to-date. 2. The environment is conducive, the washroom is neat and clean and Library location is near to

eatery café

CSST2012/nbm/nm…09.02.2015



6. APPENDICES


‘IT Facilities & Equipment (ITFE)’

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

ADDITIONAL COMMENTS BY CUSTOMERS ON ‘IT FACILITIES & EQUIPMENT

(ITFE)’

IIUM Library catalogue (OPAC) 1. Please improve the OPAC, it is greatly lacking in convenience with bugs. And please set a

standard for Arabic Islamic books either in complete Arabic or transliteration and not mixture

of both.

2. When I borrow some books of the library, please inform by email if my borrowing is overdue to avoid fine.

IIUM Library websites No comment

No. of computers to support study/research 1. Relaxing, no noise; easy. Some staffs are not friendly, they speak rudely, inappropriate manner.

Computers in the lab is not enough. It’s not a good service when people come from far, and

forget to bring matric card, they must pay RM20.

2. Please improve the OPAC, it is greatly lacking in convenience with bugs. And please set a

standard for Arabic Islamic books either in complete Arabic or transliteration and not mixture

of both.

3. Numbers of computers provided at Law- Section imperfect besides the computers always out of service and wifi facilities are bad.

Wifi facilities 1. Improve wifi connection, put more electricity switch because there are so many students use

laptop. 2. Reading area is not quite, people talk, answer phone - Brothers study in sisters area - Wifi

connection is too slow every morning - Can you open library on weekend at least until Maghrib. 3. What make I come every day are : 1) it is a good place for reading and studying everything due

to : a)good internet access b)a lot of material for reading c)convenient place for doing some … 4. I came to the library for hard studying and I enjoy from studying in the Library, only the wifi is

slow. 5. I come to the library because I find it as the most suitable place to do my revision on studies.

Coz everyone who come and studying here motivate me to do the same. The facilities in the library also okay except for wifi n the musolla that I don’t know either it existed in here or not. I think if there is musolla to pray here it will be nice as I wish to stay here even longer without going out to pray. Somehow it distract my mood indirectly, I guess.

6. Numbers of computers provided at Law- Section imperfect besides the computers always out of service and wifi facilities are bad.

Off campus access to online information resources 1. Opening hours should be open during lunch time. From outside off campus can’t access some

files like midterm paper, final paper. THANKS.

Self-service book borrowing machines No comment

Self-service book return machines No comment

CSST2012/nbm/nm…09.02.2015



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. I can get many information and references for my research and assignment - Staff of library best…keep it up guys

2. Relaxing, no noise; easy. Some staffs are not friendly, they speak rudely, inappropriate manner. Computers in the lab is not enough. It’s not a good service when people come from far, and forget to bring matric card, they must pay RM20.

Courtesy and friendliness 1. The staff at photocopy service in level one quite rude. Please terminate her service!

2. The staff at law level (level 1) is very rude! (photocopy service).Please terminate her service as soon as possible!

3. Be more friendly and fair at the entrance. The regulation at the entrance is not really friendly. 4. Level 3 Librarians is not friendly. 5. Compare to other department, IIUM Library staff are very friendly and easily smile. 6. Sometimes, the staff are very fierce. They didn’t smile. 7. I hope all the staff especially at the enter /exit counter can be more generous. It doesn’t take a

cost smile. 8. The assistant/staff at the counter need to smile and be friendly. Sometimes the reaction is not

good.

Fair treatment and without discrimination No comment

Accurate answers to enquiries No comment

Resolve problems in a timely manner No comment

Speaks clearly and distinctly No comment

CSST2012/nbm/nm…09.02.2015



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 communicated 1. Reading area is not quite, people talk, answer phone - Brothers study in sisters area - Wifi

connection is too slow every morning - Can you open library on weekend at least until Maghrib. 2. To me it’s an appropriate place to study for exams. Comment = not all IIUM students follow

library Rules and Regulations such as, talk loudly at study area. So, I request from Library staff in general to take proper action. Thanks.

3. Be more friendly and fair at the entrance. The regulation at the entrance is not really friendly. 4. One very important rule is not been applied which is free mixing. I wish the library stops free

mixing as they have put a lot of signs about this on the walls. 5. Inter mingling of male and female students is too much in the campus and Library is not

exception.

Print signage are clear and appropriate 1. One very important rule is not been applied which is free mixing. I wish the library stops free

mixing as they have put a lot of signs about this on the walls.

Services are well described No comment

Library homepage is user friendly No comment

Library acebook is informative and responsive No comment

Alerts on new services and facilities are prompt 1. The usual interruptions and announcement during Zuhr is quiet disturbing to. 2. I think Library should organize activities to attract students into the library.

Response to complaints/suggestions (print form) is prompt No comment

CSST2012/nbm/nm…09.02.2015



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/exit 1. Be more friendly and fair at the entrance. The regulation at the entrance is not really friendly.

Assistance at multimedia & special collection counter No comment

Assistance at serials/journals counter No comment

Updating of electronic signage No comment

Quiet study zones 1. Of course to study peacefully and to find references. Can you pls tell the students who make

noise at quiet study zones to move to study group zone or tell them to be quiet. TQ 2. I like to stay in library b’cause it must be comfortable for studying. I want that librarian

controlling “Silent Study Area” at level 4, b’cause I found group study was discussing there, the people who was talking on the phone and talked with their friends that cause noisy, because I am searching silent area there. Please !!

3. Some of quiet study zone not really quiet as most of the student don’t show respect to other student.

4. I would like to request regarding quite study zone that some students start discussion in quite study zone, rather than discussion places, so a kind of disturbance in quite study zones.

CSST2012/nbm/nm…09.02.2014



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 2

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

Library’

1. To refer to law books and for studying in silent. 2. Finding sources of my assignments. 3. Encourage me to study and library is the only place left if there is nothing to do. 4. I can get many information and references for my research and assignment. Staff of library

best…keep it up guys 5. Of course to study peacefully and to find references. Can you pls tell the students who make

noise at quiet study zones to move to study group zone or tell them to be quiet. TQ 6. I am doing my research (thesis). Sometimes it is very noisy in level 2 study area - Make friendly

service for journal. - Prepare list of journal so that it would be easy to search it. - Yes, now there is online database service in library web page, but still need to upgrade it. TQ.

7. To get more knowledge and information. - To borrow books, study and discussion. 8. I come to library to find the books, discussion and do my assignment. 9. To read and find book related to my course. 10. Study, do assignment. 11. I really wish that library will be opened without any break, for example, lunch hour (1.00pm –

2pm). And library could provide more Malay book, in different fields. 12. I came to library to discuss with friends about our studies. 13. Find resources - Do assignment (group) 14. What make I come every day are : 1) it is a good place for reading and studying everything due

to : a)good internet access b)a lot of material for reading c)convenient place for doing some … 15. I like to stay in library b’cause it must be comfortable for studying. I want that librarian

controlling “Silent Study Area” at level 4, b’cause I found group study was discussing there, the people who was talking on the phone and talked with their friends that cause noisy, because I am searching silent area there. Please !!

16. I need resources available at library daily basis plus it’s a good place, convenient to study. 17. Keep the good service up . Thank you! 18. To me its an appropriate place to study for exams. Comment = not all IIUM students follow

library Rules and Regulations such as, talk loudly at study area. So, I request from Library staff in general to take proper action. Thanks. Passionate on reading and peaceful place to study. Comments: the UK 3 pins need assistances! Some of them are dead.

19. To get some books for references in study, assignments and make research. 20. Search for the books - study - discussion with friends - wifi - use the toilet - borrow the books -

photocopy services.. p/s - can we have vending machine here? 21. To study - find references for assignments and projects - to read some light reading materials. 22. I came to the library for hard studying and I enjoy from studying in the Library, only the wifi is

slow. 23. I come to library because I want to borrow book in order to complete my assignments. IIUM

Library should has the service for students to borrow from INSTEC library. 24. For research / meeting friend /quiet environment. Comment - toilet cleanliness, new

arrangement of Law section not friendly zone, very pack, exam papers not up-to-date. 25. To do revision or search books. I hope there will be more books for education students and

sources for previous exam papers. 26. Beside to do my works, completing my assignments, I appreciate the good vibes here in IIUM

library. 27. Reading newspaper. 28. Because the environment is conducive to help my learning and revision process. 29. Satisfied with the service here. I just want to comment about the facilities. Aircond upstairs less

than the downstairs. 30. Why I come to the library? Of course to study, read, discuss, refer. I strongly request you to

open 24 hours study room/reading area besides library in holidays. It is very hard to live without library.

Appendix 6.10: Customers’ Additional Comments on ‘Why do you come to the Library’ Page 2 of 2

31. I come to the library because I find it as the most suitable place to do my revision on studies. Coz everyone who come and studying here motivate me to do the same. The facilities in the library also okay except for wifi n the musolla that I don’t know either it existed in here or not. I think if there is musolla to pray here it will be nice as I wish to stay here even longer without going out to pray. Somehow it distract my mood indirectly, I guess.

32. To so study group/discussions - looking for books/references - looking for a quiet place to study - Air conditioner - I prefer the silent area in level 4 serial division as it is more quiet, but not during examination period coz so much noise by UG students.

33. Revision and research purpose. Comment : It would be nice if temperature of air conditioner goes down a bit bcoz its really cold.

34. Do my assignments on studies. 35. To deepen my ‘ilm. Colder library please. 36. To access some textbooks and have a complete concentration on my research and studies. 37. To look for books for my research resources. There are certain books that is not available here,

only in ISTAC (for example). I suggest that the central library have all the copies that are in ISTAC, Kuantan. Please add more books about history, Malaysia and Malaysian culture.

38. I seldom go to the library. Not able to answer most questions since I am not direct customer of library.

39. For training. 40. So far so good. 41. Borrow book. 42. To borrow library books and to request for inter-library book loan for unavailable books. 43. To me IIUM library is the best law library so far. Keep up the excellent work!. 44. To do research. 45. For research and to get enough information about course i.e by reading the relevant books. 46. Looking for books, journal and articles. 47. The library is user friendly and convenience for research and scholarly work in university. 48. I come to the library because there in enough space to study and materials, even better if the

power outlets where we can charge our computers increase as most of them are not working currently.

49. To read the books. 50. Coming to the library for research, especially online database. 51. To get knowledge and learn more. 52. To get reference for the assignment and study 53. Extra resource to study for assignments and group discussion 54. The environment is conducive, the washroom is neat and clean and Library location is near to

eatery café. 55. Library is my second home and I can study very well at the library compared to my room. 56. I love to be here. I spend most of my time here. 57. I come to the library to study. I would like to suggest that librarians make regular rounds so as

to prevent the students form making noise. The current situation in the library nowadays is very noisy thus creating a non-conducive environment to study. I would also like to request that the CLJ and also Journal Hukums be included and available in online database.

58. To get some peace and quiet but I can only experience early in the morning when the library has just opened due to the small number of student present in the library. I hope some measures will be taken to curb the noisiness by some students.

59. Library facilities is very helpful for me. 60. Came to library to study - have a big table.

CSST2012/nbm/nm…09.02.2015

Kuantan Campus Library (Indera Mahkota)

Report by:

CSS Team 2014 Kuantan Campus Library (Indera Mahkota)

PART 2

1

IIUM LIBRARY (KUANTAN)

CUSTOMER SATISFACTION SURVEY (CSS) 2014

TEAM COMMITTEE & ADVISOR

Coordinator

Siti Hawa Darus Central Library (Gombak), IIUM

Report Writing & Editorial Committee


Survey Distribution & Collection Committee

Sahaniza Ibrahim

Data Compilation Committee

Rosyidah Taju Rahim

Monazida Mokhtar

Report written by

Nor Hasyimah Mustapa


© IIUM Library Customer Satisfaction Survey 2014 Team i

CONTENTS

1. INTRODUCTION 1.1 The survey ……………………………………………………………… page 1

1.2 Objective..……………………………………………………………… page 1


1. The Survey Team …………………………………………………… page 2

2. Sampling …………………………………………………………… page 2

3. Survey questionnaire ………………………………………………. page 2

4. Choice of responses and Related score …………………………… page 5

5. Tools used …………………………………………………………... page 5

2. OVERVIEW OF FINDINGS 2.1 Demographics of survey respondents …………………………………... page 6

2.2 Overall measure of satisfaction ………………………………………… page 7

3. SPECIFIC RESULTS 3.1 Information resources …………………………………………………... page 9

3.2 Services ………………………………………………………………… page 10

3.3 General facilities & equipment ………………………………………… page 11

3.4 IT facilities & equipment ………………………………………………... page 12

3.5 Library staff ……………………………………………………………. page 13

3.6 Communication ………………………………………………………….. page 14

3.7 Miscellaneous ………………………………………………………… … page 15

4. OPPORTUNITIES FOR IMPROVEMENT & RECOMMENDATIONS FROM

THE SURVEY TEAM 4.1 Overall survey findings ……………………………………………….. page 16

4.2 Important area to focus on ………………………………………….. page 17

4.3 Comparison with previous survey (2012)…………………………….. page 20

5. CONCLUSION …………………………………………………………… page 21

6. APPENDICES 6.1 Sample Size Calculator by Raosoft, Inc……..…………………………. page 22

6.2 Paper Questionnaire…………………………………………………… page 23

6.3 Customers’ Additional Comments on ‘Information Resources’…………… page 24

6.4 Customers’ Additional Comments on ‘Services’…………………………. page 25

6.5 Customers’ Additional Comments on ‘General Facilities & Equipment’…… page 26

6.6 Customers’ Additional Comments on ‘IT Facilities & Equipment’…………. page 27

6.7 Customers’ Additional Comments on ‘Library Staff’……………………... page 28

6.8 Customers’ Additional Comments on ‘Communication’…………………… page 29

6.9 Customers’ Additional Comments on ‘Miscellaneous’ ……………………. page 30

6.10 Customers’ Additional Comments on ‘Why do you come to the Library’...... page 31



1. INTRODUCTION

1.1 The survey

The IIUM Library is committed to continuous improvement and to be recognized

as an organization consistently exhibiting the ‘walk-the-talk’ as pledged in the

library’s goals and values in its balance score card. This survey is one of the

key performance indicators of the library and this report presents the findings

of 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 survey

2. To provide the means to measure and monitor the performance of the IIUM Library over time

3. 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. The Survey Team

A team consisting of Siti Hawa Darus as the Team Coordinator, Noraini

Mukhtar as the Report Writing and Editorial Committee, Nor Hasyimah

Mustapa as the Report Writer, Sahaniza Ibrahim as the Survey Distribution

and Collection Committee, Rosyidah Taju Rahim and Monazida Mokhtar as

the Data Compilation Committee. The team was assisted by a support staff,

Mohd Alif Azlan, for miscellaneous tasks.

2. Sampling

The survey was targeted to the IIUM Library (Kuantan Campus). This report

is focused on the survey conducted at the Indera Mahkota Library.

The IIUM Library (Indera Mahkota Campus) has an approximate population

of 1,799, a number derived from the Library Integrated System

SYMPHONY. These are the active users of the library that has at least one

(1) borrowing transaction.

The Sample Size Calculator by Raosoft, Inc., was used to calculate the

sample size. Please refer Appendix 6.1 for detailed calculation of sample.

The recommended sample size was 217 but we extended the number to

320 for higher confidence level (i.e. between 95-99%). Systematic random

sampling was adopted. Every sixth (6th) row from the 1,799 names was

picked out as intended respondent.

However, we managed to get only 217 respondents for the survey.

3. Survey questionnaire

The survey questionnaire (Appendix 6.2a-Staff and 6.2b-Students) forms

the core of the customer satisfaction research. The questionnaire which

comprises of fifty eight (58) questions (for Staff) and fifty-nine (59)

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 RESOURCES 1. Adequacy of books in your field(s) of interest

2. Adequacy of journals in your field(s) of interest

3. Adequacy of online databases

4. 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. SERVICES

7. Opening hours

8. Transaction assistance at circulation/lending counter

9. Reference services’ assistance

10. Assistance on using library resources

11. Document delivery and inter-library loan (ILL)

12. Information skills classes (if you have attended any)


13. Baggage facilities

14. Common study areas

15. Carrel/Research rooms

16. Discussion rooms/Group study rooms

17. Leisure reading area

18. Newspaper reading areas

19. Facilities for the disabled/persons with special needs

20. Viewing rooms

21. Library auditorium

22. Multipurpose room

23. Print and copier services

24. Space, lighting and temperature

25. Restrooms/Toilets


26. IIUM Library catalogue (OPAC)

27. IIUM Library websites

28. No. of computers to support study/research

29. Wi-Fi facilities

30. Off campus access to online information resources

31. Self-service book borrowing machines

32. Self-service book return machines

E. LIBRARY STAFF

33. Readiness to assist and helpfulness

34. Courtesy and friendliness

35. Fair treatment and without discrimination

36. Accurate answers to enquiries

37. Resolve problems in a timely manner

38. Speaks clearly and distinctly



F. COMMUNICATION

39. Library rules and regulations are well communicated

40. Print signage are clear and appropriate

41. Services are well described

42. Library homepage is user friendly

43. Library acebook is informative and responsive

44. Alerts on new services and facilities are prompt

45. Response to complaints/suggestions (print form) is prompt

G. MISCELLANEOUS

46. Assistance at library entrance/exit

47. Musolla

H. (Item 48 or i48)

As a whole, are you satisfied with the services provided by IIUM Library, Kuantan?

o Very Dissatisfied o Dissatisfied o Satisfied o Very Satisfied

Part 1 also houses the question on overall satisfaction. Respondents are

given the opportunity to note their comments in their own words in the

additional comments section. Part 2 contains questions for the collection of

respondents’ demographics. Customers were given the opportunity to

participate in the survey from 10th November until 30th December 2014 by

completing the questionnaires anonymously. This anonymity helps to ensure

true concerns of the IIUM Library’s customers are identified. The data from

the pr

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