PERPUSTAKAAN SULTAN ABDUL SAMAD
CUSTOMER SATISFACTION SURVEY 2009
PURPOSE
To evaluate customer satisfaction on the services of Perpustakaan Sultan Abdul Samad
(PSAS) and identify ways to improve or enhance our services.
METHODOLOGY
A questionnaire with 17 questions designed by the Reference Division, was distributed
to UPM staff and students. The survey was conducted from 19th January – 6th March
2009.
RESULTS
A total of 1505 questionnaires were returned, which is about 40.9% of the 3684
questionnaires distributed. The following charts summarize the results of the survey.
BR/ CSS 2009 (1)
DISTRIBUTION OF RESPONDENTS
Academic staffs,
8.7%
Postgraduates,
20.5%
Non academic
staffs, 11.8%
Undergraduates, 59%
BR/ CSS 2009 (3)
DISTRIBUTION OF RESPONDENTS BY FACULTY/DEPARTMENT
FACULTIES / DEPARTMENTS
Faculty of Agriculture
Faculty of Forestry
Faculty of Veterinary Medicine
Faculty of Economics and Management
Faculty of Engineering
Faculty of Educational Studies
Faculty of Science
Faculty of Food Science and Technology
Faculty of Human Ecology
Faculty of Modern Language and Communication
Faculty of Design and Architecture
Faculty of Medicine and Health Sciences
Faculty of Computer Science and Information Technology
Faculty of Biotechnology and Molecular Sciences
Faculty of Environmental Studies
Institutes (7 entities)
Schools (2 entities)
Centers (5 entities)
Others (9 entities)
PERCENTAGE (%)
11.6 %
5.3 %
3.1 %
8.7 %
5.5 %
10.9 %
12.9 %
3.1 %
6.9 %
6.7 %
1.4 %
5.3 %
2.3 %
2.7 %
1.6 %
2.8 %
1.0 %
2.1 %
6.1 %
BR/ CSS 2009 (4)
BOOK COLLECTION
BR/ CSS 2009 (5)
PRINTED JOURNAL COLLECTION
BR/ CSS 2009 (6)
SHELVING OF BOOKS / JOURNALS
BR/ CSS 2009 (7)
COMPUTER FACILITIES FOR OPAC
BR/ CSS 2009 (8)
PHOTOCOPYING & PRINTING SERVICES
BR/ CSS 2009 (9)
SELF CHECK MACHINE
BR/ CSS 2009 (10)
ELECTRONIC REFERENCE ROOM
BR/ CSS 2009 (11)
WIRELESS NETWOK SERVICE
BR/ CSS 2009 (12)
BOOK DROP
BR/ CSS 2009 (13)
LIBRARY WEBSITE
BR/ CSS 2009 (14)
ELECTRONIC DATABASES / JOURNAL
BR/ CSS 2009 (15)
EVALUATION OF STAFF: HELPFUL
BR/ CSS 2009 (16)
EVALUATION OF STAFF: APPROACHABLE & FRIENDLY
BR/ CSS 2009 (17)
EVALUATION OF STAFF: COMMUNICATION SKILLS
BR/ CSS 2009 (18)
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 60%.
In 2009, our survey results indicate that satisfaction level is above 60% for all
services and facilities.
Some related statistics for services/facilities with satisfaction level within 60-70%
are shown below:
BR/ CSS 2009 (19)
SERVICES /
FACILITIES
CUSTOMER
SATISFACTION
FACTS AND FIGURES
Total expenditure for printed journals for the whole library
are:
JOURNAL
COLLECTION
VL – 61.8%
MDL – 63.2%
Expenditure
(RM)
No. of titles
Yr 2008
Yr 2009
3.3 million
3.5 million
802
775
Total number printed journals subscribed:
No. of titles
MDL – Medical Library
Library
Yr 2008
Yr 2009
MDL
69
69
VL
48
48
VL – Veterinary Library
BR/ CSS 2009 (20)
SERVICES /
FACILITIES
CUSTOMER
SATISFACTION
FACTS AND FIGURES
The statistics for acquisition and processing of books at
the Medical Library is as below:
BOOK
COLLECTION
Jan-Dec 2008
Jan-Sep 2009
Allocation (RM)
795,000.00
600,000.00
Expenditure (RM)
750,369.99
501,189.80
MDL – 67.7%
Activities
Number of book titles
Jan-Sep 2008
Jan-Sep 2009
Order
2213
1612
Received
2003
1329
Catalog
2908
1583
MDL – Medical Library
BR/ CSS 2009 (21)
SERVICES /
FACILITIES
CUSTOMER
SATISFACTION
FACTS AND FIGURES
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.
Effective
Date
Location No. of units
PHOTOCOPYING
& PRINTING
SERVICES
ML – 67.7%
MDL – 65.7%
ML
MDL
VL
EL
Total
ML – Main Library
MDL – Medical Library
A Block 1st Floor – 2 units BW
B Block Ground Floor – 4 units BW
B Block 1st Floor – 1 unit BW
B Block 2nd Floor – 6 units BW,
1 unit color
2 units BW
2 units BW
2 units BW, 1 unit color
21 units
VL – Veterinary Library
Jun 08
Nov 08
Nov 08
Nov 08
EL – Engineering Library
BR/ CSS 2009 (22)
SERVICES /
FACILITIES
CUSTOMER
SATISFACTION
FACTS AND FIGURES
One self check machine is placed at the Medical
Library. For January – September 2008 & 2009, the
circulation statistics as shown below:
SELF CHECK
MACHINE
MDL – 60.3%
Location
Purpose
Borrow
Circulation
Renew
counter
Return
Self Check Borrow
Machine
Renew
Circulation count
Yr 2008
Yr 2009
13,043
8,810
2,787
1,817
14,731
10,713
4376
4,261
57
28
MDL – Medical Library
BR/ CSS 2009 (23)