Research Article Open Access

Service Quality Dimensions in Public Library: Nothern Area Experienced

Zaherawati Zakaria1, Zaliha H. Hussin1, Nazni Noordin1, Mohd Zool Hilmie Mohamed Sawal1, Syed Mohammed Alhady bin Syed Ahmad Alhady1, Azfahanee Zakaria1 and Zuriawati Zakaria1
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Journal of Social Sciences
Volume 7 No. 2, 2011, 265-270


Submitted On: 15 July 2010 Published On: 20 April 2011

How to Cite: Zakaria, Z., Hussin, Z. H., Noordin, N., Sawal, M. Z. H. M., Ahmad Alhady, S. M. A. B. S. & Zakaria, A. (2011). Service Quality Dimensions in Public Library: Nothern Area Experienced. Journal of Social Sciences, 7(2), 265-270.


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