Page 18 - Surveyor 50.1

PPeeeerr RReevviieeww

The Malaysian Surveyor

Overal perception in facilities and
services of Public library

Mean
3.163.203.083.563.293.093.083.463.233.433.293.353.343.433.313.093.043.062.833.31.609

Overall collection
Availability of...

Availability to obtain...
Comfort/Cleanliness
Convenience to...
Ease in finding...
Ease in checking...
Ease of parking
Book collection
Media Collection
Number of staff
Seating/furnitures
Building size
Building quality
Telephone service
Reference service
Children’s...
Materials in other...
Adult Programs
Display Area

Figure 1: Public Library’s Facilities and Services

availability of products and programmes the public library more proactive as a centre of on academic libraries of Iran experience.
customers want and need. education, culture and recreation in the local The Electronic Library, 28 (4), 568-579. doi:
community. 10.1108/02640471011065382
As for achieving the result through
questionnaire survey, the current physical The core purpose of any library is to offer Iwhiwhu, B. E. and Okorodudu, P. O. (2012).
facility presents major challenges to the relevant and up-to-date materials with a Public Library Information Resources,
library. According to the survey, the end user view to satisfying the information needs Facilities, and Services: User Satisfaction
needs sufficient space to meet the needs of of the users. Based on the findings, it is with the Edo State Services: User
the community, limits the library’s increase clear that library users are satisfied with Satisfaction with Edo State Central.
of the collections without reducing other a number of facilities but not satisfied
collections, provide adequate space for with the information resources and Nejati, M. and Nejati, M. (2008). Service
children and provide ample quiet space for services from the three different selected quality at University of Tehran Central
library users. The layout and arrangement public libraries. The unsatisfactory level Library. Library Management, 29(6/7), 571-
of the library also needs to perform of responses has serious implications 582. doi: 10.1108/01435120810894563
according to area and age. for the library and the users. With poor
collection of information resources and Ogunsola, L.A. (2004). Adequate library
5.0 Conclusion poor quality services, this makes it hard to facilities in Nigeria: A key contributor to
achieve the idea for establishing the library sustainable distance education system.
Through the study, it was found that the effectively. The entire research revealed that Journal of Social Science 9:24.
reliability dimension of user’s satisfaction the information resources, facilities and
towards public library in Malaysia is services influence the users’ satisfaction. In Parasuraman, A., Zeithaml, V.A. and Berry,
significant with the quality of service in the future research, the library’s management L.L. (1988). SERVQUAL: A multiple-item
three selected public libraries, which mostly should take an effort to create a pleasant scale for measuring consumer perception.
influenced users in using the services. surrounding to make it more ‘user friendly’, J. Retail., 64: 12-40.
However throughout the study and based and to encourage visitors to use the library
on the research done, the management of and to regard it as an essential part of Saliu, U.A. (2002). The development and
the public library needs to focus on several community life. roles of public libraries in Nigeria. Nigerian
services that require further improvement Libraries 2(4): 45-51.
such as recruit qualified staff to deliver References
quality service to the public library users, Suki, N. (2013). Service Quality vs. Customer
while the attitude and the mentality of Asemi, A., Kazempour, Z. and Rizi, H. A. Satisfaction: Perspectives of Visitors to
public library staff need to change – to (2010). Using LibQUAL <UP>+TM</UP> a Public University Library. Waste.org,
be more creative in order to make the to improve services to libraries: A report 156-160. Retrieved from http://waset.org/
journals/waset/v74/v74-31.pdf

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