Service Quality Dimensions in Public Library: Nothern Area Experienced
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Copyright: © 2021 Zaherawati Zakaria, Zaliha H. Hussin, Nazni Noordin, Mohd Zool Hilmie Mohamed Sawal, Syed Mohammed Alhady bin Syed Ahmad Alhady, Azfahanee Zakaria and Zuriawati Zakaria. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
Problem statement: Service quality has emerged as a key strategic issue in management. The service quality assessment tool SERVQUAL was introduced the dimensions of tangibles, reliability, responsiveness and assurance and empathy dimensions of service quality. Approach: The objective of this study is to investigate which service quality dimensions that mostly influenced the service quality in public library in Sungai Petani. The study was conducted among library users and the information was gathered via questionnaires which consisted of structured questions. In this study, simple random sampling was used where only 132 respondents were selected. The discussion methods are using the Descriptive Statistic and Multiple Regressions used to analyze the result of this study. Results: The findings indicated that all three hypotheses which are tangible dimension, reliability dimension and responsiveness dimension was accepted by the researchers. Based on the finding, the reliability dimension is a significant with service quality in public library Sungai Petani which is mostly influenced user’s in using the services. However the researchers recommend that the management of public library Sungai Petani needs to focus on several services that needs further improvement such as the Online Public Access Catalogue (OPAC) and welcoming atmosphere is important part of providing excellent services towards modern library service. Conclusion: In future research, the library’s management should take an effort to create the pleasant surroundings to encourage the widest possible segment of the population to use the library and to regard it as an essential part of community life and more ‘user friendly’ with the customers.
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- Service quality
- public library
- Online Public Access Catalogue (OPAC)
- quality dimensions
- empathy dimensions