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Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university

机译：高校图书馆的服务质量和客户满意度：马来西亚大学的观点

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Purpose - The purpose of this paper is to describe the results of a study to examine the perceptionrnof academic staff on the quality of academic library services. It also attempts to assess the impact ofrnlibrary services on their work and their perceived level of satisfaction towards university libraryrnservices.rnDesign/methodology/approach - The study was carried out using a survey methodology. Thernsurvey instrument was a questionnaire adopted from a quality impact survey based on SERVQUALrndimensions.rnFindings - Results reveal that academic staff perceive the quality of library services to be just abovernaverage. Library staff are considered quite helpful and able to instill confidence in library users.rnAcademic staff also believe that the library has a positive impact on their teaching, learning andrnresearch. The overall satisfaction with the library services received a satisfactory rating.rnResearch limitations/implications - The study is limited to the University of Malaya Libraryrnand its branch libraries, thus generalization to other academic libraries is premature at this stage.rnPractical implications - This paper will be helpful to libraries to improve library services,rnespecially in assisting academic staff in teaching and research. Though the quality of library servicernis perceived as just above average, academics will continue to use the library resources and berndependent on librarians for their information needs.rnOriginality/value - Measuring service quality is a marketing trend that is gradually proving itsrnworth in library and information science. This study contributes to the growing body of knowledgernon service quality measures in academic libraries.
机译：目的-本文的目的是描述一项研究结果，以检查对学术人员对大学图书馆服务质量的看法。它还试图评估图书馆服务对其工作的影响及其对大学图书馆服务的满意程度。设计/方法/方法-该研究使用调查方法进行。 Thernsurvey工具是根据SERVQUALrndimensions.rn进行的质量影响调查所采用的调查表。结果-结果表明，学术人员认为图书馆服务的质量略高于平均水平。图书馆工作人员被认为是非常有帮助的，能够树立对图书馆用户的信心。学术人员还认为图书馆对他们的教学，学习和研究具有积极的影响。对图书馆服务的总体满意度得到满意的评价。rn研究局限/意义-该研究仅限于马来亚大学图书馆及其分支图书馆，因此现阶段推广到其他学术图书馆还为时过早。rn实际意义-本文将在帮助图书馆改善图书馆服务，特别是协助学术人员进行教学和研究。尽管人们认为图书馆服务人员的质量略高于平均水平，但学者们仍将继续使用图书馆资源并依赖图书馆员来满足其信息需求。rn原创性/价值-衡量服务质量是一种营销趋势，正在逐渐证明其在图书馆和信息科学领域的价值。这项研究促进了大学图书馆中知识服务质量衡量标准的增长。

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