Kajian Kepuasan Pelanggan Terhadap Perkhidmatan Perpustakaan Universiti Awam di Malaysia

This study looks into the relationship between service quality and customer satisfaction in the library of a public institution of higher learning in Malaysia. The quality of services is grouped as frontline, core and peripheral services. A total of 145 students comprising 82 undergraduates and 63 postgraduates form the sample. Service performances are then tested against the customer satisfaction. The resultshows that service performances are significantly related with customer satisfaction. Based on the results, theoretical and empirical justifications are offered.