PERPUSTAKAAN SULTAN ABDUL SAMAD CUSTOMER SATISFACTION SURVEY 2013

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PERPUSTAKAAN SULTAN ABDUL SAMAD

CUSTOMER SATISFACTION SURVEY 2013

PURPOSE

• To evaluate customer satisfaction on the services offered by Perpustakaan Sultan

Abdul Samad (PSAS) and to identify ways to improve and enhance our services.

METHODOLOGY

• A questionnaire comprises of 16 questions was designed and distributed to

Undergraduate students, Postgraduate students and UPM staff. Respondents were also encouraged to answer via online at

http://usurvey.upm.edu.my/index.php?sid=11596&lang=en . The survey was conducted in three phases:

• Phase 1: Undergraduates from 11th_{March – 2}nd_{April 2013}

• Phase 2: Postgraduates from 11th_{March – 7}th_{July 2013}

• Phase 3: UPM staff from 11th_{March – 19}th_{September 2013}

FINDINGS

• A total of 1,588 respondents answered to the questionnaires. The following charts

summarized the results of the survey.

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DISTRIBUTION BY RESPONDENTS

Undergraduates

41.37%

Postgraduates

38.60%

Staff

20.03%

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DISTRIBUTION BY GENDER

GENDER

UNDERGRADUATES

POSTGRADUATES

STAFF

Male

177 (26.94%)

288 (46.98%)

108 (33.96%)

Female

480 (73.06%)

325 (53.02%)

210 (66.04%)

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DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

FACULTIES / DEPARTMENTS

UNDERGRADUATES

POSTGRADUATES

STAFF

Faculty of Modern Language and

Communication

8.37

8.65

10.38 Faculty of Biotechnology and

Bimolecular Sciences

6.85

3.10

0.94 Faculty of Human Ecology

12.02

4.24

3.14 Faculty of Economics and Management

7.15

7.01

6.92 Faculty of Engineering

4.26

21.04

7.86 Faculty of Environmental Studies

1.98

2.28

10.38 Faculty of Educational Studies

5.94

9.46

0.31 Faculty of Forestry

2.59

3.10

9.75 Faculty of Agriculture

12.48

5.55 -

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DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

FACULTIES / DEPARTMENTS

UNDERGRADUATES

POSTGRADUATES

STAFF

Faculty of Veterinary and Medicine

6.24

2.94

4.09 Faculty of Design and Architecture

1.22

2.12

3.77 Faculty of Science

13.09

4.89

1.89 Faculty of Food Science and Technology

1.07

2.94

1.57 Faculty of Computer Science and

Information Technology

3.35

4.24

2.52 Faculty of Agriculture and Food Sciences

(Bintulu)

5.48

0.16

9.12 Institute of Bioscience

0.15

0.65

0.63 College Chancellor

0.15 -

-

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DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF

Institute of Gerontology - 0.33 2.83

Institute of Agricultural and Food Policy Studies

- 0.33 -

Institute of Social Science Studies - 1.14 1.57 Institute of Mathematical Research (INSPEM) - 0.82 - Institute of Halal Product Research - 2.28 0.31 Institute of Tropical Forestry and Forest

Product

- 1.79 3.46

Institute of Tropical Agriculture - 0.82 -

Institute of Advanced Technology - 1.31 -

College Tun Perak - 0.16 -

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DISTRIBUTION OF RESPONDENTS BY

FACULTY/DEPARTMENT

FACULTIES / DEPARTMENTS

UNDERGRADUATES

POSTGRADUATES

STAFF

Registrar Office

-

0.31 School of Graduates Studies

-

0.82 -

Sultan Abdul Samad Library

-

1.57 Information and Communication

Development Centre

-

0.31 Sport Centre

-

0.63 Bursar Office

-

0.31 Research Management Centre

-

0.31 Graduate School of Management

-

1.31 -

Pusat Pendidikan Luar

-

0.33 -

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EVALUATIONS OF LIBRARIES

Main Library,

77.63%

Medical and

Health Science

Library, 5.78%

Veterinary

Medicine Library,

6.24%

Engineering and

Architecture

Library, 5.33%

Bintulu Campus

Libray, 5.02%

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EVALUATIONS OF LIBRARIES

39% 43% 18% Main Library Postgraduates Undergraduates Staff 22% 59% 19% Veterinary Medicine Library Postgraduates Undergraduates Staff 36.9 24.27 38.83

Medicine and Health Science Library Undergraduates Postgraduates Staff 22% 63% 15% Engineering and Architecture Library Undergraduates Postgraduates Staff 48.53 10.29 41.18

Bintulu Campus Library

Undergraduates Postgraduates Staff

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FREQUENCY OF LIBRARY VISITS

0

5

10

15

20

25

30

35

40

Everday 6.24 14.68 6.92

Three Times a Week 17.96 21.21 8.18

Two Times a Week 16.44 16.31 5.66

Once a Week 35.16 23.33 19.18 Others 17.2 18.27 24.53 Per cen tag e (%)

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FREQUENCY OF ONLINE DATABASES USAGE

Undergraduates

Postgraduates

Staff

Everyday

12.18

31.32

19.18 Three Times a Week

12.94

23.65

14.47 Twice a Week

14.16

14.52

8.49 Once a Week

34.7

16.97

20.13 Other

16.13

10.44

13.52

0

5

10

15

20

25

30

35

40 P

e

rce

nt

ag

e

(%)

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LEARNING ENVIRONMENT

(TEMPERATURE AND LIGHTING)

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.12 Per cen tag e (%)

Evaluated Items Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average 1. Learning Environment:

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COMPUTER FACILITIES

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.02 Per ce n tage ( %) Evaluated Items

Percentage of Scale 4 and 5 (%)

Undergraduates Postgraduates Staff Average

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HOTSPOT SYSTEM (WIFI / WIRELESS)

0

10

20

30

40

50 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 3.84 Per ce n tage ( %)

Undergraduates Postgraduates Staff Average 3. Hotspot System (WiFi /

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LIBRARY COLLECTION

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Mean = 4.03 Per ce n tag e ( % )

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ONLINE DATABASES / JOURNALS

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Undergraduates Postgraduates Staff Average 5. Online Databases / Journals 78.84 79.47 84.99 81.1

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REFERENCE SERVICES

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

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SHELVING OF BOOKS / JOURNALS

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Undergraduates Postgraduates Staff Average 7. Shelving of Books / Journals 83.03 79.69 89.33 84.02

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SELF CHECK MACHINE / BOOK DROP

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Undergraduates Postgraduates Staff Average 8. Self Check Machine / Book Drop 85.67 82.14 89.28 85.70

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PHOTOCOPYING FACILITIES

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

Evaluated Items

Percentage of Scale 4 and 5 (%)

Undergraduates

Postgraduates

Staff

Average

9. Photocopying Facilities

67.74

63.1

76.63

69.16

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FRIENDLY STAFF

0

10

20

30

40

50

60 Undergraduates

Postgraduates

Staff

Very Dissatisfied

Dissatisfied

Moderately Satisfied

Satisfied

Very Satisfied

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LEARNING ENVIRONMENT

(TEMPERATURE AND LIGHTING)

Percentage (%)

Evaluated Items

Importance Level (scale 4 & 5) (%)

Undergraduates Postgraduates Staff Average 1. Learning Environment

(Temperature and Lighting)

94.82 96.0 95.16 95.33 0 10 20 30 40 50 60 70 80

Very Unimportant Unimportant

Moderately Important Important

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COMPUTER FACILITIES

Percentage (%) 0 10 20 30 40 50 60 70 80

Very Unimportant Unimportant Moderately Important Important Very Important Evaluated Items

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HOTSPOT SYSTEM (WIFI / WIRELESS)

Percentage (%)

Evaluated Items

Undergraduates Postgraduates Staff Average 3. Hotspot system (WIFI/Wireless) 92.08 94.27 93.81 93.39

0

20

40

60

80

100 Undergraduates Postgraduates

Staff

Very Unimportant

Unimportant

Moderately Important

Important

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LIBRARY COLLECTIONS

Percentage (%)

Evaluated Items

4. Library collections (eg. 93.0 95.13 96.47 94.87

0 20 40 60 80 100

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ONLINE DATABASES / JOURNALS

Percentage (%)

Evaluated Items

Undergraduates Postgraduates Staff Average 5. Online databases / journals

(eg. Science Direct)

92.03 95.18 96.45 94.55 0 10 20 30 40 50 60 70 80 90

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REFERENCE SERVICES

Percentage

(%)

Evaluated Items

6. Reference services 93.4 91.2 95.44 93.35 0 10 20 30 40 50 60 70

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SHELVING OF BOOKS AND JOURNALS

Percentage (%)

Evaluated Items

Undergraduates Postgraduates Staff Average 7. Shelving of books and

journals 92.23 91.77 94.83 92.94 0 10 20 30 40 50 60 70

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SELF CHECK MACHINE / BOOK DROP

Percentage (%)

Evaluated Items

8. Self check machine / Book 91.57 89.26 93.58 91.47

0 10 20 30 40 50 60 70

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PHOTOCOPYING FACILITIES

Percentage

(%)

Evaluated Items

9. Photocopying facilities 88.36 85.34 88.81 87.50 0 10 20 30 40 50 60 70

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FRIENDLY STAFF

Percentage

(%)

Evaluated Items

10. Friendly staff 94.06 94.14 97.43 95.21 0 10 20 30 40 50 60 70 80

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IMPORTANCE LEVEL BY ITEMS

Temperature and Lighting

94.82 96.0 95.16 95.33

2. Computer Facilities 92.99 92.08 94.82 93.30

3. Hotspot System (WIFI / Wireless) 92.08 94.27 93.81 93.39

4. Library Collection 93.0 95.13 96.47 94.87

5. Online Databases / Journals 92.03 95.18 96.45 94.55

6. Reference Services 93.4 91.2 95.44 93.35

7. Shelving of Books / Journals 92.23 91.77 94.83 92.94

8. Self Check Machine / Book Drop 91.57 89.26 93.58 91.47

9. Photocopying Facilities 88.36 85.34 88.81 87.50

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SATISFACTION LEVEL BY ITEMS

Temperature and Lighting

85.84 77.03 86.69 83.19

3. Hotspot System (WiFi / Wireless) 66.92 60.98 80.27 69.39

6. Reference Services 80.21 79.04 88.53 83.59

7. Shelving of Books / Journals 83.03 79.69 89.33 84.02

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AVERAGE MEAN VALUE

IMPORTANCE LEVEL

Evaluated Items Mean value

Temperature and Lighting 4.64 4.67 4.58 4.63

3. Hotspot System (WIFI / Wireless) _4.59 _4.7 _4.6 _4.63

6. Reference Services _4.55 _4.53 _4.58 _4.55

7. Shelving of Books / Journals _4.54 _4.52 _4.55 _4.54

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AVERAGE MEAN VALUE

SATISFACTION LEVEL

Evaluated Items Mean value

Temperature and Lighting 4.16 4.02 4.17 4.12

3. Hotspot System (WIFI / Wireless) _3.79 _3.65 _4.08 _3.84

6. Reference Services _4.03 _4.02 _4.19 _4.08

7. Shelving of Books / Journals _4.1 _4.06 _4.23 _4.13

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PERFORMANCE GAP MEAN

IMPORTANCE LEVEL VS SATISFACTION LEVEL

Evaluated Items Average Mean Value

Importance Level Satisfaction Level Performance Gap 1. Learning Environment:

Temperature and Lighting 4.69 4.12 0.57

2. Computer Facilities 4.59 4.02 0.57

3. Hotspot System (WIFI / Wireless) _4.63 _3.84 _0.79

4. Library Collection 4.64 4.03 0.61

5. Online Databases / Journals 4.65 4.1 0.55

6. Reference Services _4.55 _4.08 _0.47

7. Shelving of Books / Journals _4.54 _4.13 _0.41

8. Self Check Machine / Book Drop 4.48 4.21 0.27

9. Photocopying Facilities 4.41 3.83 0.58

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WHAT IS THE

LIBRARY

DOING

ABOUT IT?

PSAS received customer’s

feedback through open

ended question. The

following slides show

responses from PSAS.

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LEARNING ENVIRONMENT

(TEMPERATURE & LIGHTING)

The temperature in the Library is not consistent (41 feedbacks)

Temperature is set at 24°C for A and B Block

Lighting is too bright and too low at some areas (7 feedbacks)

Old bulbs are replaced with new bulbs at certain areas. Lightings are maintained from time to time

Upgrade learning environment (4 feedbacks). Please provide enough space to accommodate the engineering students (1 feedback)

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COMPUTER FACILITIES

Upgrade computer specification (16 feedbacks)

The specification for all leasing computers is set by the Equipment Leasing Committee, UPM.

Add more computers (14 feedbacks)

The number of computers provided at Electronic Reference Room and Post Graduate Wing are sufficient to accommodate the needs of the users

Provide PC at theses area (1 feedback)

Users are advised to use the computer provided at Electronic Reference Room and Post Graduate Wing

(43)

…COMPUTER FACILITIES

Provide touch screen computers (1 feedback)

The specification for all leasing computers is set by the Equipment Leasing Committee, UPM.

Please provide PC without virus (1 feedback)

All computers at Electronic Reference Room and Post Graduate Wing are equipped with anti-virus and deep freeze software to avoid virus attack. Please provide PC without having to login (1 feedback)

(44)

HOTSPOT SYSTEM (WIFI / WIRELESS)

Increase WIFI speed (96 feedbacks)

PSAS has no control over this matter. Users are advised to forward their complaints to InfoComm Development Centre (iDEC).

Provide automatic registration for UPM communities (2 feedbacks)

We are unable to purchase the system due to budget constraint. Please provide WIFI without having to login (1 feedback)

(45)

LIBRARY COLLECTION (BOOKS/JOURNALS)

Add new & recent books (46 feedbacks). Add new & recent books in subject agriculture (2), landscape architecture (1), engineering (1), manufacturing engineering (1), material science (1), wind power plant protection (1), hospital & technology management maintenance (1), mathematics (2), physic (1), performance management (1), Islamic religion (1)

The Library is always trying to fulfil books requested by faculty members. Table below shows books received for the year 2013:

No. Faculty No. of Title

Requested No. of Title Ordered No. of Title Received No. of Copy Received RM 1 Engineering 381 367 339 340 127,573.78

2 Design and Architecture 376 350 350 350 96,058.94

3 Science 247 230 222 222 87,359.75

4 Food Science and Technology 203 181 171 171 96,498.69

5 Biotechnology and Biomolecular Sciences 239 217 215 215 99,205.38

6 Environmental Studies 317 279 244 244 88,628.15

7 Forestry 256 231 226 226 63,875.93

8 Agriculture 471 455 446 452 131,504.61

9 Educational Studies 545 488 441 441 88,339.03

10 Human Ecology 385 384 324 324 96,457.57

11 Modern Language and Communication 869 701 669 669 83,559.65

12 Economics and Management 295 257 240 240 89,835.81

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…LIBRARY COLLECTION (BOOKS/JOURNALS)

Add books of other languages e.g. Arabic, Chinese, etc. (5 feedbacks)

At present, library has 4876 books on Arabic language and 5509 books on

Chinese language. Library has also acquired 121 books on Tamil language recently and continuously will acquire books in other languages based on faculty request. Could not find library book list in the library website (2 feedbacks)

Library new book list is displayed at library catalogue web page. Click on OPAC icon at library website to get the page.

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Display new book cover at the foyer (2 feedbacks)

Your suggestion will be taken into consideration in the future.

Books transferred to Engineering Library create difficulties for the Faculty of Science students to use it (1 feedback)

Users are advised to suggest those titles by filling up the request form available at the Readers Advisory Desk, Level 1, A Block. However, only academicians and post graduate students are allowed to request for library book purchase.

Buy more newspapers or magazines for each language (3 feedbacks) & medical science magazine (1 feedback)

Most local newspapers are being subscribed, some even have the online version that can be accessed for free. The Library is not subscribing to print titles any more due to budget constraint. Medical information is accessible through medical databases

subscribed by the Library e.g. LWW, Ovid, Karger, JOVE, EBSCO medical package etc.

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LIBRARY COLLECTION (THESES)

Sometimes hard to find theses in the library (1 feedback)

Full-text online theses for Masters and Ph.D is accessible via e-Theses at PSAS website. Click icon UPM e-Theses or

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…LIBRARY COLLECTION (THESES)

Full-text online theses for UPM Masters and Ph.D students are accessible on UPM intranet for Serdang and Bintulu Campus using Internet

Explorer browser, Google Chrome, etc. except Mozilla Firefox browser. Click at UPM eTheses (Intranet only).

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ONLINE DATABASE

The current library collections of e-books are obsolete, more effort needed to get current books that relates with contemporary issues (1 feedback). Subscribe more e-book (1 feedback).

The Library has subscribed e-books published by 18 publishers in all

disciplines. Among the common publishers are CABI (Agriculture related areas), Emerald (Business, Management, Economic and Social Science), RSC (Chemistry) and Springer (Medicine, Life Sciences, Biomedical Sciences, Chemistry, Physics). Others are acquired “on one time purchase” which include RIBA (Architecture), Karger (Medicine), Manson (Life Sciences) etc. More e-books will be subscribed from time to time when budget allows. Subscribe more online databases (22 feedbacks). Subscribe to a specific database Wiley Online (2), Web of Science (1), ISI Web Knowledge (2), Science Direct (1) Library subscribed to Science Direct and Wiley Online, The Library has already subscribed to SCOPUS and has decided not to subscribe to Web of Science due to budget constraint.

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Hard to access the online journal from outside UPM (2 feedbacks)

- Please refer to Graduate School Office (GSO) / Putra Business School / UPMET Office (Postgraduates) or the respective faculties (Undergraduates) to check your current status (active/inactive).

- Check the network configuration (firewall) of your notebook.

- Verify with your IT personnel at your site to check whether UPM Internet Protocol Address (IP) is being blocked.

The library doesn’t have a good website to have an important journal (1 feedback)

The design of UPM website has been standardized for all entities in UPM. On-going discussion is being carried out to improve the content and the design of the website.

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INFORMATION LITERACY PROGRAM

Increase the number of information literacy classes (2 feedbacks)

For year 2013, 440 information literacy classes are conducted by PSAS. It consists of scheduled classes, conducted from time to time for staff and students (two classes every week on Tuesday). On-going programs are offered to all students and staff upon request. Classes are conducted by the Faculty Liaison Librarian. Library orientation sessions are also conducted for new student intake for a duration of 2 weeks during the beginning of the first semester.

Online reference - difficult to search using jet P (2 feedbacks)

User guide for JetP was made available to give assistance to users.

Url http://www.jetp.com.my/upm/doc/jetpguide.pdf. Liaison librarian are

providing services to assist/educate users on how to access JetP. Users are free to contact the liaison librarians to arrange for classes or even to have one-to-one research assistance.

(53)

REFERENCE SERVICE

Provide Virtual Reference Inquiry Service e.g. Live Chat (1 feedback)

Currently we are offering reference service via :

- face to face at Readers Advisory Desk, Reference Division and Liaison Librarian

- telephone 03-89468642 - e-mail: psas_br@upm.edu.my - fax: 03-89483745

- Official letter: Perpustakaan Sultan Abdul Samad, Universiti Putra Malaysia, 43400 UPM Serdang, Selangor

The Library would consider to offer Virtual Reference Inquiry Service in the future

(54)

Some books ‘available’ in the system but not available on shelves (7 feedbacks)

Sometimes the book is referred by other users in the reading area. However, we do not deny that some of the books were lost and the students hide the books. If you are facing with such problem, please refer to the Readers Advisory Desk for assistance.

Please shelve books on time (1 feedback). Journals not shelved properly (1 feedback)

Books returned before 4.30 pm are shelved back on the same day. Journals are shelved once a day. However, journals with the call no. “PE” are heavily used and we are facing problem to monitor it.

Confuse with the shelving system. Provide guide board/legend/book map for easy retrieval (2 feedbacks)

Guide to the shelving system is displayed on the table besides the computer of WebOPAC. It guides the users the range of call numbers and shelve numbers.

(55)

Please provide extra self-check machine (11 feedbacks)

The number of self-check machines provided is sufficient enough. Self check machine sometimes does not function (6 feedbacks)

You may go to Counter 1 or Counter 2 to borrow your books. System and Information Technology Division will take necessary action on the faulty machine.

Open Book Drop 24 hours a day (1 feedback)

Book drop is available 24 hours a day unless it is raining or the book drop is full.

(56)

Provide more photocopying machines (7 feedbacks)

The Library is providing enough photocopying machines at this location:

PHOTOCOPYING MACHINE

Libraries Location 2012 2013 2014

Main Library

A Block Ground Level 0 0 0

A Block Level 1 1 1 1

A Block Level 2 4 0 0

B Block Ground Level 1 3 3

B Block Level 1 2 1 1

B Block Level 2 1 4 4

Medical Library Level 1 1 1 1

Veterinary Library Ground Level 2 2 2

Engineering Library Ground Level 1 1 1

(57)

Provide stand-by staff to assist/educate students on how to use the photocopying machine (5 feedbacks)

The instructions on how to use the photocopying machine are provided besides the photocopying machine.

Open photocopying counter during lunch hour (2 feedbacks)

The photocopying machine company could not provide staff during lunch due to budget constraint.

Provide scanning facilities (3 feedbacks)

Scanning facilities are also available at all photocopying machines. Alternatively,

scanning facilities are also provided at Training and Support Service Division (Ground Level, A Block).

(58)

Photocopying cost in Bintulu Campus Library is more expensive (4 feedbacks)

The rates that are charged to the users, are based on decision making by the Management Team of Bintulu Campus.

Lack of photocopying service signage (2 feedbacks)

The signage will be put up as soon as possible.

Integrate photocopying services charges in the student book plan (1 feedback) Photocopying service is operated a vendor (not by the Library). Thus, it is beyond our control.

(59)

Staff at the Counter/Post Graduate Wing Counter/Information Counter is unfriendly and not helpful (33 feedbacks)

It is our responsibility to serve users in the polite and friendly manner.

Several trainings for the counter staff have been conducted to instil in them good counter service. We regret for any unfriendly manners that might occur.

Please assign staff at every level (2 feedbacks)

Circulation Division has allocated a staff at level 1, A Block to help users to

search for books that are not found on the shelves. However, at the moment, it is not possible to assign staff at every level due to shortage of staff.

(60)

The OPAC system should be improved, the searching of book should be more in advance that it can be search according to year, name, etc. (1 feedback)

We are in the process of upgrading the web OPAC interface.

Online notifications sometimes does not work (1 feedback) - Please check spam/junk mailbox.

- Please go to counter 3 to verify your email address. Squeaking trolleys disturbed users (1 feedback)