PERPUSTAKAAN SULTAN ABDUL SAMAD CUSTOMER SATISFACTION SURVEY 2010
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1 PERPUSTAKAAN SULTAN ABDUL SAMAD CUSTOMER SATISFACTION SURVEY 21 PURPOSE To evaluate customer satisfaction on the services of Perpustakaan Sultan Abdul Samad (PSAS) and identify ways to improve and enhance our services. METHODOLOGY A questionnaire with 29 questions designed by the Quality Assurance Unit, was distributed to UPM staff and students. The survey was conducted from 16th August 8 October 21 RESULTS A total of 139 questionnaires were returned, which is about 59.64% of the 2195 questionnaires distributed. The following charts summarize the results of the survey
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4 DISTRIBUTION OF RESPONDENT Research officer 1% Management & Professional 2% Support staff 1% Academic staff 9% Postgraduate 1% Undergraduate 68%
5 DISTRIBUTION OF RESPONDENTS BY FACULTY/DEPARTMENT FACULTIES/DEPARTMENT PERCENTAGE (%) Faculty of Agriculture 6.4% Faculty of Forestry 2.5% Faculty of Veterinary Medicine 1.1% Faculty of Economics and Management 5.5% Faculty of Engineering 7.1% Faculty of Educational Studies 12.3% Faculty of Science 1.9% Faculty of Food Science and Technology 4.% Faculty of Human Ecology 9.3% Faculty of Modern Language and Communication 4.% Faculty of Design and Architecture.1% Faculty of Medicine and Health Sciences 4.9% Faculty of Computer Science and Information Technology 3.8% Faculty of Biotechnology and Molecular Sciences 4.% Faculty of Environmental Studies 1.3% Faculty of Agriculture and Food Science 14.9% Institutes ( 5 entities) 2.1% Schools ( 1 entities).2% Centers ( 4 entities) 2.2% Others (7 entities) 3.5% Total 1.%
6 EVALUATION OF LIBRARIES Bintulu Campus Library 14% Engineering Library 6% Main Library 73% Veterinary Library 2%
7 LIBRARY OPENING HOURS Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library Never use Not satisfied Lees satisfied Satisfied Very satisfied
8 ELECTRONIC REFERENCE ROOM (COUNTER SERVICE) Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library
9 ELECTRONIC REFERENCE ROOM (COMPUTER FACILITIES) Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library
10 POST GRADUATE ROOM Very satisfied 1.5% Never use 2.3% Satisfied 54.4% Lees satisfied 13.2% Not satisfied 1.6%
11 PSAS HOT SPOT Very satisfied 15.2% Never use 1.2% Lees satisfied 15.6% Not satisfied 3.1% Satisfied 59.9%
12 CIRCULATION SERVICE COUNTER Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
13 LOAN ELIGIBILITY Never use 2.6% Not satisfied 2.2% Very satisfied 18.3% Lees satisfied 12.4% Satisfied 64.5%
14 LOAN PERIOD Never use 3% Not satisfied 4.1% Very satisfied 16.5% Lees satisfied 16.4% Satisfied 6%
15 SELF CHECK MACHINE Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
16 BOOK DROP Very satisfied 24.9% Never use 5.3% Not satisfied 1.4% Lees satisfied 9.6% Satisfied 58.8%
17 BOOK COLLECTION (SUBJECT) Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
18 BOOK COLLECTION (NUMBER OF COPIES) Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
19 PRINTED JOURNAL COLLECTION (SUBJECT) Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
20 PRINTED JOURNAL COLLECTION (CURRENCY) Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
21 SHELVING OF BOOKS / JOURNALS Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
22 COMPUTER FACILITIES FOR OPAC Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
23 PHOTOCOPYING & PRINTING SERVICES Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
24 LIBRARY SIGNAGE Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
25 LEARNING ENVIROMENT ( TEMPERATURE) Very satisfied Satisfied Lees satisfied Not satisfied Never use Campus Bintulu Library Engineering Library Veterinary Library Medical Library Main Library
26 LEARNING ENVIROMENT (LIGHTING) Very satisfied Satisfied Lees satisfied Not satisfied Never use Campus Bintulu Library Engineering Library Veterinary Library Medical Library Main Library
27 LEARNING ENVIROMENT (COMFORTABILITY OF CHAIRS & TABLE) Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
28 ARRANGEMENT OF BOOK SHELVES Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Medical Library Veterinary Library Engineering Library Campus Bintulu Library
29 STAFF ASSISTANCE Very satisfied Satisfied Lees satisfied Not satisfied Never use Campus Bintulu Library Engineering Library Veterinary Library Medical Library Main Library
30 STAFF FRIENDLINESS Very satisfied Satisfied Lees satisfied Not satisfied Never use Campus Bintulu Library Engineering Library Veterinary Library Medical Library Main Library
31 STAFF COMMUNICATIION SKILS Very satisfied Satisfied Lees satisfied Not satisfied Never use Campus Bintulu Library Engineering Library Veterinary Library Medical Library Main Library
32 DOCUMENT DELIVERY SERVICE Never use Not satisfied Lees satisfied Satisfied Very satisfied Main Library Campus Bintulu Library
33 LIBRARY CATALOGUE (OPAC) Very satisfied 18.3% Never use 5.5% Not satisfied 11.4% Lees satisfied 1.1% Satisfied 63.7%
34 LIBRARY WEBSITE Never use 3.7% Not satisfied 1.5% Very satisfied 21.1% Lees satisfied 1.3% Satisfied 63.4%
35 SUBSCRIBED ONLINE DATABASES/JOURNALS/BOOKS (SUBJECT) Very satisfied 12.7% Never use 6.6% Not satisfied 1.8% Lees satisfied 14% Satisfied 64.9%
36 SUBSCRIBED ONLINE DATABASES/JOURNALS/BOOKS (CONTENT & YEAR COVERAGE) Very satisfied 12.2% Never use 6.8% Not satisfied 1.8% Lees satisfied 14.5% Satisfied 64.7%
37 CLIENT S EVALUATIONS ON OVERALL PERFORMANCE OF THE LIBRARY Very satisfied 16.7% Never use.3% Not satisfied 1.8% Lees satisfied 13.9% Satisfied 68.4%
38 WHAT IS THE LIBRARY DOING ABOUT IT? PSAS would like to thank you for your response to our survey your comments and suggestions are very much appreciated and will be very helpful for us to improve our services. Action will be taken if the satisfaction level is below 6%. In 21, our survey results indicate two (2) aspects were below 6% at Medical Library i.e.: photocopying & printing services (36.7%) self check machine (36.2%).
39 PHOTOCOPYING & PRINTING SERVICES CUSTOMER STATISFACTIO N ML 69.6 MDL EL 68.8 VL 77.8 CBL 78.3 FACTS AND FIGURE New machines were acquired for photocopying, printing, and scanning of document, photo, image, etc. Printing can be done via the internet and users are free to get the printed materials at any locations as stated below.
40 SERVICES/ FACILITIE S PHOTO COPYING & PRINTING SERVICES CUSTOMER STATISFACT ION ML 69.6 MDL EL 68.8 VL 77.8 CBL 78.3 FACTS AND FIGURE New machines were acquired for photocopying, printing, and scanning of document, photo, image, etc. Printing can be done via the internet and users are free Date to get the printed Location materials at any locations 28 as stated below provided ML ( Jun 28) 1MDL (Nov 8) A Block level 1 2 units BW 1 BW 1 BW B Block level 4 units BW 2 BW 2BW B Block level 1 1 unit BW 1 BW BW B Block 2 (Reading area) B Block level 2 (BKK) VL (Nov 8) Level (1), Level 1 (1) 6 units BW, 1 unit color EL (Nov 8) One Level 2 units BW, 1 unit color 3 BW 1C 3BW 1C - 2 BW 2 BW 2 units BW 2BW 2 BW 2 units BW 2 BW 2 BW 2 BW, 1C BL (Okt 8) Level 2BW, 1C 2 BW, 1C TOTAL 21 Units 2BW, 1C 2BW, 1C ML- Main Library MDL Medical Library EL Engineering Library VL- Veterinary Library CBL- Campus Bintulu Library
41 SERVIC ES/ FACILIT IES PHOTO COPYIN G & PRINTI NG SERVIC ES CUSTOMER STATISFAC TION MDL -36.7% EL 68.8% ML 69.6% VL 77.8% BL 78.3% Response from MDL: FACTS AND FIGURE Current Problem: Copying service are `outsource The vendors do not put on staff to handle student registration through the matric card for photocopying activities. Staff vendor only comes three times a week. Action: One PPSK staff have been appointed to monitor the activities and business of photocopying services. The vendors have put the name and phone number on the copy machines if there are any questions from the customers. Contract services will include photocopying machines in the branch library (Serdang) for the next contract. MDL- Medical Library EL- Engineering Library ML- Main Library VL- Veterinary Library
42 SERVICE S/ FACILITI ES CUSTOMER STATISFACT ION FACTS AND FIGURE One self check machine is placed at the Medical Library. For January September 28 & 29, the circulation statistics as shown below: SELF CHECK MACHIN E MDL 36.2% CBL 61.2% ML 8.6 EL 73.8 VL 89.5 Location Circulati on Counter Self Check Machine Purpose Year 29 Circulation Count Year 21 Year 211 Borrow 8,81 11,14 6,547 Renew 1, Return 1, ,712 Borrow 4, Renew 28 3 MDL- Medical Library Veterinary Library CBL Campus Bintulu Library ML- Main Library EL- Engineering Library VL-
43 SERVICES/ FACILITIES SELFCHEC K MACHINE CUSTOMER STATISFAC TION MDL 36.2% ML 8.6% VL 89.5% Response from MDL FACTS AND FIGURE Current Problem: 1. Selfcheck machine using hunting line / floating ip. Internet network is less stable in Fakulti Perubatan and Science Kesihatan 2. Selfcheck machine sometimes are damaged 3. Customers may not know / are adept at using selfcheck machines 4. Customers prefer to borrow at the counter (human touch) Action: 1. Machines are now using fixed ip 2. If machines damaged, the vendor will immediately be contacted. Regular maintenance performed by contract 3. The method uses selfcheck machines are included in the teaching session module Intro Class Library 4. The intake of students starting September 211 also give effect to the lending statistics. MDL Medical Library ML Main Library VL- Veterinary Library
44 RESPONSES FOR OPEN ENDED QUESTIONS
45 RESPONSES FOR OPEN ENDED QUESTIONS SERVICE/ FACILITIES BOOK COLLEC TION (61) SUGGESTION/ COMMENT More recent books (42) Provide e-books (2) More books published by University,Faculty & Research (3) More Malay books (6) Multi discipline books in Engineering library (4) Add electric and electronic book collection (1) Update thesis collection at Medical Library (1) Add ethnic Sabah and Sarawak collection book (2) LIBRARY ACTIONS Cik Haslina Abu Seman
46 SERVICE/FACILI TIES ENVIROMENT (27) SUGGESTION/COMM ENT Temperature too cool and not conducive (11) Hot temperature in Blok A (8) Hot temperature Reading area and Carrel room outside (3) Do decorate to make library more attractive (2) LIBRARY ACTION Puan Joliah Hussin Noisy environment at block B (2) Encik Roslan Ariffin
47 SERVICE/FACIL ITIES CIRCULATIO N SERVICE (16) SUGGESTION/COMME NT Extend borrowing periods of books (8) Allow to borrow thesis (1) Increase service to book renew online (2) Reduce fines rate for late returned book/ thesis (2) Add feasibility of borrowing (3) LIBRARY ACTION Encik Roslan Ariffin
48 SERVICE/ FACILITIE S LIBRARY OPENIN G HOURS (15) SUGGESTION/ COMMENT Extend library opening hours (1) Open 24 hours (1) extend opening hours during exam (1) Open as usual in the month of Ramadan (1) Open weekend (2) LIBRARY ACTIONS The library opening hours was last revised in July 27, as follows:- During semester Monday Friday Saturday & Sunday 1 st & 3 rd Saturdays of the month During Semester Break: Monday Friday Saturday & Sunday Time 8. a.m 11 p.m 8. a.m 4. p.m Closed 8.a.m 6.3 p.m Closed More Response from Circulation Division: Encik Roslan Ariffin
49 SERVICE/FACIL ITIES PRINTED JOURNAL COLLECTIO N (14) SUGGESTION/COMME NT Add medical Science Journal, Economy, Biotechnology, language and linguistic (8) Add recent journal collection (5) Less journal (1) LIBRARY ACTION Puan Azizah Zainal Abidin
50 SERVICE/FACIL ITIES PHOTOCOPY ING SERVICE (13) SUGGESTION/COMME NT Print cost and photocopying expensive (3) Add more computer for printed (3) Increase service (2) Maintenance paper logic (1) Provide color printed (1) Online printer trouble (1) Staff monitor the service (1) LIBRARY ACTION Puan Joliah Hussin
51 SERVICE/FACIL ITIES HOTSPOT REGISTER SERVICE (12) SUGGESTION/COM MENT Increase Hotspot speed (6) Burden annual register ( 1) Easy to access (1) Expand coverage (2) Increase Hotspot counter service (1) LIBRARY ACTION Encik Shaifol Yazam Mat Abolish Laptop registration (1)
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