Upload
ngothuan
View
220
Download
0
Embed Size (px)
Citation preview
PERPUSTAKAAN
SULTAN ABDUL SAMAD
CUSTOMER SATISFACTION SURVEY
2015
PURPOSE
• To evaluate customer satisfaction on the services offered by Perpustakaan Sultan Abdul Samad (PSAS) and to identify ways to improve and enhance our services.
METHODOLOGY
• A questionnaire comprises of 16 questions was designed and distributed to Undergraduate students, Postgraduate students and UPM staff. Respondents were also encouraged to answer via online at http://usurvey.upm.edu.my/index.php?sid=75116&lang=en
• The survey was conducted from 13 March - 17 August 2015
FINDINGS
• A total of 684 respondents answered to the questionnaires. The following charts summarized the results of the survey.
BKPC CSS
2015 2
BKPC CSS
2015 3
BKPC CSS
2015
DISTRIBUTION BY
RESPONDENTS
Undergraduates 53.07%
Postgraduates 25.58%
Staff 21.35%
BKPC CSS
2015 5
DISTRIBUTION BY GENDER
GENDER UNDERGRADUATES POSTGRADUATES STAFF
Male 89 (24.52%) 79 (45.14%) 47 (32.19%)
Female 274 (75.48%) 96 (54.86%) 99 (67.81%)
Total 363 (100.00%) 175 (100.00%) 146 (100.00%)
BKPC CSS
2015 6
DISTRIBUTION OF
RESPONDENTS BY
FACULTY / DEPARTMENT
FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF
Faculty of Modern Language and Communication
3.58 6.29 6.16
Faculty of Biotechnology and Bimolecular Sciences
5.79 4.57 -
Faculty of Human Ecology 7.44 3.43 0.68
Faculty of Economics and Management 12.40 9.14 11.64
Faculty of Engineering 3.03 12.57 8.22
Faculty of Environmental Studies 6.61 1.14 0.68
Faculty of Educational Studies 5.23 10.29 6.85
Faculty of Forestry 2.75 4.00 -
Faculty of Agriculture 8.26 6.29 1.37
Faculty of Medicine and Health Science 9.37 7.43 18.49
BKPC CSS
2015 7
DISTRIBUTION OF
RESPONDENTS BY
FACULTY / DEPARTMENT
FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF
Faculty of Veterinary and Medicine 3.58 - 0.68
Faculty of Design and Architecture 0.28 1.14 -
Faculty of Science 11.29 6.29 18.49
Faculty of Food Science and Technology 3.03 1.14 6.16
Faculty of Computer Science and Information Technology
3.86 2.29 2.74
Institute of Bioscience 0.28 1.14 4.11
Centre of Foundation Studies for Agriculture Science
7.44 - -
BKPC CSS
2015 8
DISTRIBUTION OF
RESPONDENTS BY
FACULTY / DEPARTMENT
FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF
Institute of Agricultural and Food Policy Studies
- 0.57 -
Institute of Social Science Studies - 2.29 2.05
Institute of Tropical Forestry and Forest Product
- 1.14 2.05
Institute of Tropical Agriculture - 0.57 -
Institute of Advanced Technology 0.28 4.00 1.37
Internal Audit Division - - 1.37
College Tun Perak - - 0.68
Registrar Office - - 0.68
Sultan Abdul Samad Library - - 1.37
Graduate School of Management - 0.57 -
BKPC CSS
2015 9
DISTRIBUTION OF
RESPONDENTS BY
FACULTY / DEPARTMENT
FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF
Infocomm Development Centre - - 0.68
Development and Asset Management Office - - 2.05
Office of the Vice Cansellor - - 0.68
Others 5.51 13.71 0.68
BKPC CSS
2015 10
EVALUATIONS OF
LIBRARIES
Main Library, 83.04%
Medical and Health Science Library, 8.04%
Veterinary Medicine Library, 1.90%
Engineering and Architecture Library, 7.02%
BKPC CSS
2015 11
EVALUATIONS OF
LIBRARIES
26.06%
54.57%
19.37%
Main Library
Postgraduates Undergraduates
Staff
100%
Veterinary Medicine Library
Postgraduates
Undergraduates
Staff
52.73%
1.82%
45.45%
Medicine and Health Science Library
Undergraduates Postgraduates
Staff
22.92%
54.16%
22.92%
Engineering and Architecture Library
Undergraduates
Postgraduates
Staff
BKPC CSS
2015 12
FREQUENCY OF LIBRARY
VISITS
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Everyday 3.31 41.71 4.79
Three Times a Week 8.82 25.71 3.42
Two Times a Week 12.67 4.57 7.53
Once a Week 46.28 10.86 13.01
Others 27.82 17.14 68.49
Perc
enta
ge (
%)
BKPC CSS
2015 13
FREQUENCY OF ONLINE
DATABASES USAGE
Undergraduates Postgraduates Staff
Everyday 22.04 49.14 16.44
Three Times a Week 8.82 22.86 8.22
Twice a Week 10.74 9.71 7.53
Once a Week 30.58 10.29 19.18
Other 27.27 8.00 45.21
0
10
20
30
40
50
60
Perc
enta
ge (
%)
BKPC CSS
2015 14
LEARNING ENVIRONMENT
(TEMPERATURE AND
LIGHTING)
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 4.09
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting
83.94 83.23 81.68 82.95
BKPC CSS
2015 15
COMPUTER FACILITIES
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.94
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
2. Computer Facilities 78.62 73.84 79.39 77.28
BKPC CSS
2015 16
HOTSPOT SYSTEM (WIFI /
WIRELESS)
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.61
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
3. Hotspot System (WiFi / Wireless)
57.66 55.23 66.15 59.68
BKPC CSS
2015 17
LIBRARY COLLECTION
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.92
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
4. Library Collection 80.73 73.41 76.47 76.87
BKPC CSS
2015 18
ONLINE DATABASES /
JOURNALS
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.90
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
5. Online Databases / Journals 80.28 74.85 72.80 75.98
BKPC CSS
2015 19
REFERENCE SERVICES
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.99
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
6. Reference Services 79.72 78.69 77.10 78.50
BKPC CSS
2015 20
SHELVING OF BOOKS /
JOURNALS
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 4.04
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
7. Shelving of Books / Journals 81.61 82.35 76.92 80.29
BKPC CSS
2015 21
SELF CHECK MACHINE /
BOOK DROP
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 4.16
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
8. Self Check Machine / Book Drop 87.26 88.55 83.34 86.38
BKPC CSS
2015 22
PHOTOCOPYING
FACILITIES
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 3.54
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
9. Photocopying Facilities 61.45 41.51 71.90 58.29
BKPC CSS
2015 23
FRIENDLY STAFF
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Mean = 4.06
Perc
enta
ge (
%)
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
10. Friendly Staff 78.06 75.72 82.22 78.67
BKPC CSS
2015 24
LEARNING ENVIRONMENT
(TEMPERATURE AND
LIGHTING)
0
10
20
30
40
50
60
70
80
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very ImportantPerc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting
94.05 96.51 89.86 93.47
BKPC CSS
2015 25
COMPUTER FACILITIES
0
10
20
30
40
50
60
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
en
tage
(%
)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
2. Computer Facilities 93.79 89.35 92.70 91.95
BKPC CSS
2015 26
HOTSPOT SYSTEM (WIFI /
WIRELESS)
0
10
20
30
40
50
60
70
80
90
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
3. Hotspot System (WiFi / Wireless)
91.53 94.12 93.38 93.01
BKPC CSS
2015 27
LIBRARY COLLECTION
0
10
20
30
40
50
60
70
80
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
4. Library Collection 93.45 93.53 95.65 94.21
BKPC CSS
2015 28
ONLINE DATABASES /
JOURNALS
0
10
20
30
40
50
60
70
80
90
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
5. Online Databases / Journals 91.78 97.62 94.89 94.76
BKPC CSS
2015 29
REFERENCE SERVICES
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
6. Reference Services 91.48 91.72 92.54 91.91
BKPC CSS
2015 30
SHELVING OF BOOKS /
JOURNALS
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
7. Shelving of Books / Journals 93.20 88.02 90.51 90.58
BKPC CSS
2015 31
SELF CHECK MACHINE /
BOOK DROP
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
8. Self Check Machine / Book Drop 94.29 86.75 91.73 90.92
BKPC CSS
2015 32
PHOTOCOPYING
FACILITIES
0
10
20
30
40
50
60
70
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very ImportantPerc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
9. Photocopying Facilities 90.03 82.82 83.33 85.39
BKPC CSS
2015 33
FRIENDLY STAFF
0
10
20
30
40
50
60
70
80
Undergraduates Postgraduates Staff
Very Unimportant
Unimportant
Moderately Important
Important
Very Important
Perc
enta
ge (
%)
Evaluated Items Importance Level (scale 4 & 5) (%)
Undergraduates Postgraduates Staff Average
10. Friendly Staff 91.50 94.67 97.08 94.42
BKPC CSS
2015 34
IMPORTANCE LEVEL BY
ITEMS
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting 94.05 96.51 89.86 93.47
2. Computer Facilities 93.79 89.35 92.70 91.95
3. Hotspot System (WIFI / Wireless) 91.53 94.12 93.38 93.01
4. Library Collection 93.45 93.53 95.65 94.21
5. Online Databases / Journals 91.78 97.62 94.89 94.76
6. Reference Services 91.48 91.72 92.54 91.91
7. Shelving of Books / Journals 93.20 88.02 90.51 90.58
8. Self Check Machine / Book Drop 94.29 86.75 91.73 90.92
9. Photocopying Facilities 90.03 82.82 83.33 85.39
10. Friendly Staff 91.50 94.67 97.08 94.42
BKPC CSS
2015 35
SATISFACTION LEVEL BY
ITEMS
Evaluated Items Percentage of Scale 4 and 5 (%)
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting
83.94 83.23 81.68 82.95
2. Computer Facilities 78.62 73.84 79.39 77.28
3. Hotspot System (WiFi / Wireless) 57.66 55.23 66.15 59.68
4. Library Collection 80.73 73.41 76.47 76.87
5. Online Databases / Journals 80.28 74.85 72.80 75.98
6. Reference Services 79.72 78.69 77.10 78.50
7. Shelving of Books / Journals 81.61 82.35 76.92 80.29
8. Self Check Machine / Book Drop 87.26 88.55 83.34 86.38
9. Photocopying Facilities 61.45 41.51 71.90 58.29
10. Friendly Staff 78.06 75.72 82.22 78.67
BKPC CSS
2015 36
AVERAGE MEAN VALUE
IMPORTANCE LEVEL
Evaluated Items Mean value
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting
4.58 4.69 4.53 4.60
2. Computer Facilities 4.60 4.48 4.53 4.54
3. Hotspot System (WIFI / Wireless) 4.63 4.75 4.63 4.67
4. Library Collection 4.61 4.64 4.66 4.63
5. Online Databases / Journals 4.55 4.78 4.66 4.66
6. Reference Services 4.54 4.52 4.57 4.54
7. Shelving of Books / Journals 4.55 4.40 4.45 4.46
8. Self Check Machine / Book Drop 4.58 4.34 4.41 4.44
9. Photocopying Facilities 4.49 4.26 4.27 4.34
10. Friendly Staff 4.58 4.60 4.64 4.61
BKPC CSS
2015 37
AVERAGE MEAN VALUE
SATISFACTION LEVEL
Evaluated Items Mean value
Undergraduates Postgraduates Staff Average
1. Learning Environment: Temperature and Lighting
4.13 4.07 4.07 4.09
2. Computer Facilities 4.01 3.87 3.93 3.94
3. Hotspot System (WIFI / Wireless) 3.68 3.45 3.70 3.61
4. Library Collection 4.08 3.86 3.82 3.92
5. Online Databases / Journals 4.05 3.91 3.74 3.90
6. Reference Services 4.08 3.99 3.91 3.99
7. Shelving of Books / Journals 4.11 4.09 3.93 4.04
8. Self Check Machine / Book Drop 4.26 4.17 4.06 4.16
9. Photocopying Facilities 3.71 3.13 3.78 3.54
10. Friendly Staff 4.06 4.05 4.08 4.06
BKPC CSS
2015 38
PERFORMANCE GAP MEAN
IMPORTANCE LEVEL VS
SATISFACTION LEVEL
Evaluated Items Average Mean Value
Importance Level Satisfaction Level Performance Gap
1. Learning Environment: Temperature and Lighting 4.60 4.09 0.51
2. Computer Facilities 4.54 3.94 0.60
3. Hotspot System (WIFI / Wireless) 4.67 3.61 1.06
4. Library Collection 4.63 3.92 0.71
5. Online Databases / Journals 4.66 3.90 0.76
6. Reference Services 4.54 3.99 0.55
7. Shelving of Books / Journals 4.46 4.04 0.42
8. Self Check Machine / Book Drop 4.44 4.16 0.28
9. Photocopying Facilities 4.34 3.54 0.80
10. Friendly Staff 4.61 4.06 0.55
BKPC CSS
2015 39
BKPC CSS
2015 40
PSAS would like to thank you for
your response to our survey. Your
feedback are very much appreciated
and will be of great help for us to
improve our services.
BKPC CSS
2015 41