Problems in Multimedia University Melaka

Service quality mmu library - Presentation Transcript

1. Faculty of Business and Law
Academic Year 2009/2010
KHAIRUL ZIKRI B. ROSLI
1001162549
SERVICE QUALITY IN SITI HASMAH
DIGITAL LIBRARY
BBA (HONS) INTERNATIONAL BUSINESS
2. Problem Statement
Multimedia University students intake is increasing. Does Library increased the service quality as well?
Does Library management allocate the resource (RM40 fees for every student in one semester) in the right way?
3. Research Objectives
To assess service quality of SitiHasmah Digital Library in Melaka Campus.
To suggest improvement of service quality of SitiHasmah Digital Library by referring from study result.
To examine relationship of five dimensions of Service Quality to SitiHasmah Digital Library user’s satisafaction.
4. Summary of Methodology
Conceptual Framework
Reliability
Library User’s Satisfaction
Responsiveness
Assurance
Empathy
Dimension That Improve Overall Satisfaction
Tangible
5. Summary of Methodology
Summary of Methodology
Source of Data
Primary Data
Data Collection
Questionnaire
Population: Multimedia University Melaka Campus
Collection Period: 6 weeks
Sample Size: 110
Data Analysis
Descriptive Analysis
Reliability Test
Multiple Regression
6. Hypothesis Development
7. Reliability Analysis
A reliability analysis test is to determine the consistency of measurement for each variable.
* Cronbach’s alpha at 0.7 is acceptable.
8. Results
Descriptive Analysis
1. Faculty of Respondent
9. 2. Respondent year of study
10. 3. Average hour respondent spend in Library
11. 4. Respondent frequency of going to Library (in previous semester)
12. 5. Respondent purpose of going Library
13. Correlation Matrix
14.
15. Hypothesis Testing By Using Multiple Regression Analysis
The coefficient table shows regression coefficient of 0.236 with a significant of 0.045 < 0.050.
This means that the tangible dimension has influence the overall satisfaction of library users toward SitiHasmah Digital Library in Melaka.
The regression model does explain a significant portion of the variation in overall satisfaction of library users toward SitiHasmah Digital Library in Melaka.
16. Due to significant value above 0.05, the other 4 dimensions; reliability, responsiveness, assurance, and empathy hypothesis is not supported.
This means that the reliability, responsiveness, assurance, and empathy dimension has no influence in overall satisfaction of library users toward SitiHasmah Digital Library in Melaka.
17. Implication of Study
Contributions
One of the sources that indicates the positive correlation between tangible, reliability, responsiveness, assurance, and empathy towards degree of satisfaction with overall service quality in library setting.
Enables researchers to gain insights in service quality in library, especially in Malaysia.
Guidance to compare and contrast the service quality among other libraries internationally or domestically.
18. Summary and Conclusion
Respondent Comments
Insufficiency of Computer.
More book and other references.
Inefficiency of Photostat Machine.
19. Summary and Conclusion
Limitation
The study should be concluded with Cyberjaya Library.
Unwillingness of respondent by answering questionnaire.
Increasing amount of indicator in questionnaire.
20. Summary and Conclusion
Suggestions for Future Studies
Using other model such as LibQUAL+.
Include both libraries in Melaka and Cyberjaya campus.
Increase sample size and widen sample distribution. (For example postgraduate student and academic staff)
21. Thank You!