PERPUSTAKAAN SULTAN ABDUL SAMAD
CUSTOMER SATISFACTION SURVEY 2010
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 2010
RESULTS
A total of 1309 questionnaires were returned, which is about 59.64% of
the 2195 questionnaires distributed. The following charts summarize the
results of the survey
borang soal selidik pg 1
borang soal selidik pg 2
DISTRIBUTION OF RESPONDENT
Research officer
1%
Management &
Professional
2%
Academic staff
9%
Support staff
10%
Postgraduate
10%
Undergraduate
68%
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
10.9%
Faculty of Food Science and Technology
4.0%
Faculty of Human Ecology
9.3%
Faculty of Modern Language and Communication
4.0%
Faculty of Design and Architecture
0.1%
Faculty of Medicine and Health Sciences
4.9%
Faculty of Computer Science and Information Technology
3.8%
Faculty of Biotechnology and Molecular Sciences
4.0%
Faculty of Environmental Studies
1.3%
Faculty of Agriculture and Food Science
14.9%
Institutes ( 5 entities)
2.1%
Schools ( 1 entities)
0.2%
Centers ( 4 entities)
2.2%
Others (7 entities)
3.5%
Total
100.0%
EVALUATION OF LIBRARIES
Bintulu Campus
Library
14%
Main Library
73%
Engineering
Library
6%
Veterinary
Library
2%
LIBRARY OPENING HOURS
75.6
80
67.8
70
60
50
48.1
47.7
50
40
27.8
21.9
30
22.2
15.4
14.8
20
8.6
10
27.7
27.8
3.7
1 0.6
7.7
5.6
0
0
1.5
13.9
8.3
1.1 1.1
0
Main Library
Never use
Medical Library
Not satisfied
Veterinary
Library
Lees satisfied
Engineering
Library
Satisfied
Campus Bintulu
Library
Very satisfied
ELECTRONIC REFERENCE ROOM (COUNTER
SERVICE)
80
71
70
60
49
50
39.2
40
30
20
10
14.7
10.3
3
5.9
5.9
1
0
0
Never use
Not satisfied
Lees satisfied
Main Library
Satisfied
Very satisfied
ELECTRONIC REFERENCE ROOM
(COMPUTER FACILITIES)
62.6
70
58
60
50
40
28
30
17.4
15.5
20
10
3
8
6
1.5
0
0
Never use
Not satisfied
Lees satisfied
Main Library
Satisfied
Medical Library
Very satisfied
POST GRADUATE ROOM
Very
satisfied
10.50%
Never use
20.30%
Satisfied
54.40%
Not satisfied
Lees satisfied
13.20%
1.60%
PSAS HOT SPOT
Very satisfied
15.20%
Never use
10.20%
Not satisfied
3.10%
Lees satisfied
15.60%
Satisfied
59.90%
CIRCULATION SERVICE COUNTER
80
74
70
63.9
60
61.5
57.9
48.3
50
42.1
38.3
40
30
22.1
24.6
20
9.6
10
3.4
4.6
5
0
2.8
1
1.7
0
1.6 0.6
7.7
6.7
0
1.1
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
21.5
LOAN ELIGIBILITY
Never use
2.60%
Not satisfied
2.20%
Lees satisfied
12.40%
Very satisfied
18.30%
Satisfied
64.50%
LOAN PERIOD
Never use
3%
Not satisfied
4.1%
Very satisfied
16.5%
Lees satisfied
16.4%
Satisfied
60%
SELF CHECK MACHINE
58.2
60
50
57.9
49.2 49.1
46.6
40
32.7
31.6
30
25.9
22.4
24.6
20
13.8
10
11.6
8.6
8.6
6.6
10.5
10.3
7.7
4.8
4.7
1.2
0
0
1.3
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
12.1
BOOK DROP
Never use
5.3%
Not satisfied
1.4%
Lees satisfied
9.6%
Very satisfied
24.9%
Satisfied
58.8%
BOOK COLLECTION (SUBJECT)
70
63.2
63.5
59.5 60
60
51.6
50
40
26.7
23.1
30
20
21.9
15.8 15.6 16
15.8
12.1
11.6
10
1.9 1.6
4.6 3.9
3.4 5 5.3
6.3
6.7
5
0
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
BOOK COLLECTION (NUMBER OF COPIES)
70
65.2
59.3
60
56.2
52.6
50
46
40
30
25.5
27.1
23.8
21.1
20
12.4
10.5 9.5
10
6.4
2 1.7
3.8
4.2 5.1
15.8
14.313.5
11.9
6.8
5.1
0
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
PRINTED JOURNAL COLLECTION (SUBJECT)
70
65.2
56.2
60
59.3
52.6
50
46
40
30
25.5
27.1
21.1
23.8
20
15.8
12.4
10.5 9.5
10
6.4
2 1.7
3.8
4.2 5.1
11.9
14.313.5
6.8
5.1
0
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
PRINTED JOURNAL COLLECTION
(CURRENCY)
70
65.5
62.4
58
60
54
50
50
40
30
23 22.4
22.220.6
16.7
20
12.7
10
6
5.6
11.8
10.7
3.2 3.4
9.7 8.7
11.1
5.6
0
1.6 2.2
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
12.9
SHELVING OF BOOKS / JOURNALS
80
80
72.371.5
70
64 65
60
50
40
30
21.5
20
16.4 15
20
10
1.3
3.9
0
0
0
3
15.3
5
0
0
6
15
8.9
0 0.6
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
15.1
COMPUTER FACILITIES FOR OPAC
68.4
70
65
63.762.7
56.9
60
50
40
30
23.1
20.3
20
12.8
10
3.2
7.7
5.1
0
3.1
5.3
1.3 0
19
13.8
10.5
15.8
11.9
6.7
3.1
0.6
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
20
PHOTOCOPYING & PRINTING SERVICES
70
61.1
60
62
56.1
50
50
40
33.4
30
25
18.8 20
18.3
20
12.5
10
8.5
16.7
15.6
16.7
18.8
16.3
13.5
8.9
7.8
3.1
5.5
3.1
5
3.3
0
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
LIBRARY SIGNAGE
69.1
70
65.4
63.264.1
59.6
60
50
40
31.6
30
21.1
17.7
20
14.6 14
10
1
0 0
3
1.3
14.1
7.9
5.3
1.6
18.8
0
0
1.7
5.2
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
19.7
LEARNING ENVIROMENT (
TEMPERATURE)
Very satisfied
16.5
23.7
21.5
25
25
50
Satisfied
9.6
Lees satisfied
2.3
3.1
Not satisfied
0
0
0
56.7
63.3
61.6
12.3
15
13.3
16.7
10
5
3.9
Never use
60
1.1
3.1
1.3
10
20
30
Campus Bintulu Library
Engineering Library
Medical Library
Main Library
40
50
Veterinary Library
60
70
LEARNING ENVIROMENT (LIGHTING)
20
Very satisfied
26
24.6
23.4
21.3
61.6
Satisfied
58.3
2.8
10
Lees satisfied
68.9
65
68.6
12.3
15
8.1
0.6
0
Not satisfied
1
0
0
Never use
0
5
3.3
1.6
1.5
1
10
20
30
Campus Bintulu Library
Engineering Library
Medical Library
Main Library
40
50
Veterinary Library
60
70
LEARNING ENVIROMENT (COMFORTABILITY
OF CHAIRS & TABLE)
67.8
70
65 65.264.6
60
60
50
40
29.3
30
19.5
20
13.3
10.7
10
5
10
1
0
0
1.5 1.7
6
1
7.6
1.5 0
21.7
24.2
20
4.4
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
ARRANGEMENT OF BOOK SHELVES
70
67.4
66.9
70
58.4
60
61.5
50
40
32.2
30
27.6
25
19.5
20
11.5
10
1.1
3.1
0
0
1.7
1
3.3
5
13.3
5
0
0
20
3.1 3.3
0
Never use
Not satisfied
Lees satisfied
Main Library
Medical Library
Engineering Library
Campus Bintulu Library
Satisfied
Very satisfied
Veterinary Library
STAFF ASSISTANCE
26
23.4
35
Very satisfied
43.3
14.5
Satisfied
60
41.7
5
5
Lees satisfied
64.1
67.4
67.4
7.8
11.7
14.3
0.6
1.6
0
1.7
2.1
1
3.1
0
1.6
1.7
Not satisfied
Never use
0
10
20
30
Campus Bintulu Library
Engineering Library
Medical Library
Main Library
40
50
Veterinary Library
60
70
STAFF FRIENDLINESS
25.4
26.6
45
43.4
Very satisfied
15.6
70.2
Satisfied
41.7
3.3
5
Lees satisfied
0.6
1.6
0
Not satisfied
0
0
Never use
0
2.6
0.6
62.4
50
60
9.4
8.3
15.5
5
1.7
1.3
10
20
30
40
Campus Bintulu Library
Engineering Library
Medical Library
Main Library
50
60
Veterinary Library
70
80
STAFF COMMUNICATIION SKILS
23.2
26.2
Very satisfied
15.2
40
39
Satisfied
45.8
5
68.5
13.8
5
Lees satisfied
70.2
56.9
55
13.5
13.3
0
1.5
0
1.7
1.6
Not satisfied
0
Never use
1.6
1.4
10
1.4
0
10
20
30
40
Campus Bintulu Library
Engineering Library
Medical Library
Main Library
50
60
Veterinary Library
70
80
DOCUMENT DELIVERY SERVICE
65.5
70
60
50
37.9
40
27.6
30
25.9
20
10
13.4
12.9
8.6
7.2
1
0
0
Never use
Not satisfied
Lees satisfied
Main Library
Satisfied
Campus Bintulu Library
Very satisfied
LIBRARY CATALOGUE (OPAC)
Very satisfied
18.30%
Never use
5.50%
Satisfied
63.70%
Not satisfied
11.40%
Lees satisfied
1.10%
LIBRARY WEBSITE
Never use
3.7%
Not satisfied
1.5%
Lees satisfied
10.3%
Very satisfied
21.1%
Satisfied
63.4%
SUBSCRIBED ONLINE
DATABASES/JOURNALS/BOOKS (SUBJECT)
Very satisfied
12.7%
Never use
6.6%
Not satisfied
1.8%
Lees satisfied
14%
Satisfied
64.9%
SUBSCRIBED ONLINE
DATABASES/JOURNALS/BOOKS (CONTENT &
YEAR COVERAGE)
Very satisfied
12.2%
Satisfied
64.7%
Never use
6.8%
Not satisfied
1.8%
Lees satisfied
14.5%
CLIENT’S EVALUATIONS ON OVERALL
PERFORMANCE OF THE LIBRARY
Never use
0.3%
Not satisfied
1.8%
Very satisfied
16.7%
Lees satisfied
13.9%
Satisfied
68.4%
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 2010, our survey results indicate two (2) aspects
were below 60% at Medical Library i.e.:
• photocopying & printing services (36.7%)
• self check machine (36.2%).
PHOTOCOPYING & PRINTING SERVICES
CUSTOMER
STATISFACTIO
N
•ML – 69.6
•MDL -36.7
• 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.
SERVICES/
FACILITIE
S
CUSTOMER
STATISFACT
ION
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
Location
2008
2010
2011
free Date
to get the printed
materials at any locations
as stated below.
provided
PHOTO
COPYING
& PRINTING
SERVICES
•ML – 69.6
•MDL -36.7
• EL – 68.8
• VL – 77.8
•CBL – 78.3
ML
( Jun 2008)
A Block level 1
2 units BW
1 BW
1 BW
B Block level 0
4 units BW
2 BW
2BW
B Block level 1
1 unit BW
1 BW
BW
B Block 2 (Reading
area)
6 units BW,
1 unit color
3 BW
1C
3BW
1C
B Block level 2
(BKK)
-
2 BW
2 BW
2 units BW
2BW
2 BW
1MDL (Nov
8)
VL (Nov 8)
Level 0 (1), Level 1
(1)
2 units BW
2 BW
2 BW
EL (Nov 8)
One Level
2 units BW, 1
unit color
2 BW,
1C
2BW,
1C
BL (Okt 08)
Level 0
2BW, 1C
2 BW,
1C
2BW,
1C
TOTAL
ML- Main Library MDL – Medical Library
CBL- Campus Bintulu Library
21 Units
EL – Engineering Library VL- Veterinary Library
SERVIC
ES/
FACILIT
IES
CUSTOMER
STATISFAC
TION
FACTS AND FIGURE
Response from MDL:
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.
PHOTO
COPYIN
G
&
PRINTI
NG
SERVIC
ES
MDL -36.7%
EL – 68.8%
Action:
ML – 69.6%
One PPSK staff have been appointed to monitor the
VL – 77.8%
activities and business of photocopying services.
BL – 78.3%
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
Veterinary Library
EL- Engineering Library
ML- Main Library
VL-
SERVICE CUSTOMER
S/
STATISFACT
FACILITI
ION
ES
FACTS AND FIGURE
One self check machine is placed at the Medical
Library. For January – September 2008 & 2009, the circulation
statistics as shown below:
•MDL –
36.2%
SELF
CHECK • CBL –
MACHIN 61.2%
•ML – 80.6
E
• EL – 73.8
• VL – 89.5
MDL- Medical Library
Veterinary Library
Circulation Count
Location
Circulati
on
Counter
Self
Check
Machine
Purpose
Year 2009
Year
2010
Year 2011
Borrow
8,810
11,014
6,547
Renew
1,817
1646
876
Return
10,713
13595
7,712
Borrow
4,261
930
171
Renew
28
3
0
CBL – Campus Bintulu Library ML- Main Library EL- Engineering Library VL-
SERVICES/
FACILITIES
CUSTOMER
STATISFAC
TION
FACTS AND FIGURE
Response from MDL
SELFCHEC
K MACHINE
MDL – 36.2%
ML –80.6%
VL – 89.5%
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 2011 also give
effect to the lending statistics.
MDL – Medical Library ML – Main Library
VL- Veterinary Library
RESPONSES
FOR OPEN ENDED
QUESTIONS
RESPONSES FOR OPEN ENDED QUESTIONS
SERVICE/
FACILITIES
SUGGESTION/
COMMENT
•
More recent books (42)
•
Provide e-books (2)
• More books published by
University ,Faculty &
Research (3)
• More Malay books (6)
BOOK
COLLEC • Multi discipline books in
TION (61)
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
SERVICE/FACILI
TIES
SUGGESTION/COMM
ENT
LIBRARY ACTION
• Temperature too cool
and not conducive (11)
ENVIROMENT • Hot temperature in
Blok A (8)
(27)
•Hot temperature –
Reading area and
Carrel room outside (3)
• Do decorate to make
library more attractive
(2)
Puan Joliah Hussin
•Noisy environment at
block B (2)
Encik Roslan Ariffin
SERVICE/FACIL
ITIES
SUGGESTION/COMME
NT
• Extend borrowing
periods of books (8)
• Allow to borrow thesis
(1)
• Increase service to book
CIRCULATIO renew online (2)
N SERVICE
(16)
• Reduce fines rate for
late returned book/ thesis
(2)
• Add feasibility of
borrowing (3)
LIBRARY ACTION
Encik Roslan Ariffin
SERVICE/
FACILITIE
S
SUGGESTION/
COMMENT
• Extend library
opening hours (10)
• Open 24 hours
LIBRARY (1)
OPENIN
• extend opening
G HOURS
hours during exam
(15)
(1)
• Open as usual in
the month of
Ramadan (1)
• Open weekend
(2)
LIBRARY ACTIONS
The library opening hours was last revised in
July 2007, as follows:During semester
Monday – Friday
Saturday & Sunday
1st & 3rd Saturdays of
the month
During Semester Break:
Monday – Friday
Saturday & Sunday
Time
8.00 a.m – 11
p.m
8.00 a.m – 4.00
p.m
Closed
8.00a.m – 6.30
p.m
Closed
More Response from Circulation Division: Encik
Roslan Ariffin
SERVICE/FACIL
ITIES
SUGGESTION/COMME
NT
• Add medical Science
Journal, Economy,
Biotechnology, language
and linguistic (8)
PRINTED
JOURNAL
COLLECTIO
N (14)
• Add recent journal
collection (5)
• Less journal (1)
LIBRARY ACTION
Puan Azizah Zainal Abidin
SERVICE/FACIL SUGGESTION/COMME
ITIES
NT
• Print cost and
photocopying expensive
(3)
• Add more computer for
printed (3)
PHOTOCOPY • Increase service (2)
ING
SERVICE (13) • Maintenance paper
logic (1)
• Provide color printed
(1)
• Online printer trouble
(1)
• Staff monitor the
service (1)
LIBRARY ACTION
Puan Joliah Hussin
SERVICE/FACIL
ITIES
SUGGESTION/COM
MENT
•Increase “Hotspot”
speed (6)
• Burden annual
register ( 1)
• Easy to access (1)
• Expand coverage (2)
HOTSPOT
REGISTER
SERVICE (12) • Increase Hotspot
counter service (1)
• Abolish Laptop
registration (1)
LIBRARY ACTION
Encik Shaifol Yazam Mat