Page 14 - Surveyor 50.1

PPeeeerr RReevviieeww

The Malaysian Surveyor

2.4 Access users. It includes: Giving equal importance - Assuring the customer that his/her
to all users’ request. Interactions problem will be handled.
Access measures the ability to reach out between employee and customer are
for something and finding or getting it, as very important to reflect the empathy 2.7 Tangible
and when it is needed. It includes: measurement. Empathy is an important
factor of customer’s satisfaction. Tangibles refer to physical facilities of
- Waiting time at circulation desk. library premises, up-to-date equipment
- Availability of computer terminals 2.6 Communication and appearance of the library’s personnel.

without excessive waiting. Communications measures the ability to 3.0 Research
- Library hours meeting expectations. keep clients informed in a language they Methodology and
- Location and convenience of the library. understand, and the ability to listen to them: Findings

2.5 Empathy - Avoiding library jargon. The scope of the study focuses on the
- Determining the needs of the client public library in Klang Valley. The selected
Empathy measures the behaviour, attitude
and approach of the library staffs towards through gentle follow-up questions.

Table 1: Response rate

Library in three locations Frequency Percent Valid Percent Cumulative Percent

University Malaya Library 30 37.5 37.5 37.5
Selangor State Library 25 31.3
National Library 25 31.3 31.3 68.8
National Library 80 100.0 31.3 100.0
100.0 30

Count 20 Problems in Public Library

Bar Chart

Q4

Library had no material on
15 the subject

I could not find the material
Staff could not find the material
Library computer always down
All computer were in use
10
I don’t know how to use computer
Could not find item on shelf

5

0 National Library
University Malaya Library Shah Alam Library

Location

Figure 1: Problems occurred in library

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