A STUDY ON LIBRARY SERVICE QUALITY AND CUSTOMER SATISFACTION

Abstract This study aims to identify customer satisfaction in relation to the academic library service quality of a private university in Malaysia. A conceptual framework was proposed by using the SERVQUAL model to illustrate customer satisfaction in relation to the five dimensional factors of service quality for the library of a private university in Malaysia. A total of 357 respondents, comprising students at a private university in Nilai, Negeri Sembilan, Malaysia, were involved in this study using an online survey questionnaire. A multiple linear regression analysis was used to evaluate hypotheses. The result indicated that four service quality dimensions (tangibles, assurance, reliability, and empathy) have a significant effect on the customers’ perceived service quality from the library. Empathy was the strongest predictor of customers’ perceived service quality, followed by reliability, tangibles, and assurance. Additionally, the study reveals that customers’ perceived service quality from the library is a significant predictor of customer satisfaction