Users’ Satisfaction With Tun Hussein Onn Library (THOL) Services

Abstract

User Satisfaction is defined as a personal emotional reaction to services or products provided by the company or institution. In order to allocate better services and resources, it would be important to the library management to identify students’ priorities among various services quality. Hence, the purpose of the study was to explore the perceptions regarding users’ satisfaction and users’ loyalty on Tun Hussein Onn Library (THOL) library services among Sunway University students. The target population for this study was 250 from both undergraduate and postgraduate students from several courses and year of study. One hundred and eighty (72%) of the questionnaires were returned and useable for further analysis. From the findings, the results of running an independent sample t-test were found to be not statistically significant difference regarding users’ satisfaction and users’ loyalty towards Tun Hussein Onn Library services between male and female. Besides, The results of running a One-Way ANOVA showed that there was a statistically significant mean difference between first year students, second year students and those in third year and above with regard to their scores on users’ satisfaction. In addition, the results also showed that there was a statistically significant mean difference between first year students, second year students and those in third year and above with regard to their scores on users’ loyalty. However, there was no statistically mean difference between pre-university student, diploma level and baccalaureate level students with regards to their score on users’ satisfaction dimension. Besides, the results also showed that there was no statistically mean difference between pre-university students, diploma level and baccalaureate level students with regards to their scores on users’ loyalty dimension. The outcome of the study is expected to assist the library in order to meet the user satisfaction in using library services.