The Influence of LibQUAL+ Service Quality Factors on Customer Satisfaction with University Library: Science and Arts Students’ Perspectives

Authors

  • Norlaile Salleh Hudin
  • Nur Yuhainis Ab Wahab
  • Mohamad Rohieszan Ramdan
  • Nurul Adila Idris
  • Noraine Salleh Hudin
  • Lena Farida Hussain Chin
  • Audita Nuvriasari
  • Awan Santosa

Keywords:

LibQUAL , customer satisfaction, library, affect of service, information control, library as place

Abstract

This study aims to determine the influence of LibQUAL+ service quality factors (affect of service, information control, and library as place) on customer satisfaction with the university library. Questionnaires developed based on LibQUAL+ were distributed to university students using the convenience sampling technique in July 2023. 373 valid responses obtained were analyzed using multiple linear regression analysis. The findings indicate that the regression model explains 69.5% of the total variance in customer satisfaction. Moreover, affect of service, information control, and library as place significantly influence customer satisfaction. Therefore, this study confirms that library customers’ satisfaction is subject to the quality of library services, particularly in terms of the library environment, followed by the easiness of retrieving information and staff competency. This study intends to confirm how widely used LibQUAL+ service quality factors could provide insights to guide universities toward more promising outcomes in enhancing customer satisfaction.

Author Biographies

Norlaile Salleh Hudin

 Faculty of Management and Economic, Universiti Pendidikan Sultan Idris, 35900 Perak, Malaysia

Nur Yuhainis Ab Wahab

 

Faculty of Management and Economic, Universiti Pendidikan Sultan Idris, 35900 Perak, Malaysia

Mohamad Rohieszan Ramdan

Faculty of Management and Economic, Universiti Pendidikan Sultan Idris, 35900 Perak, Malaysia

Nurul Adila Idris

Faculty of Management and Economic, Universiti Pendidikan Sultan Idris, 35900 Perak, Malaysia

Noraine Salleh Hudin

Faculty of Science and Mathematics, Universiti Pendidikan Sultan Idris, 35900 Perak, Malaysia

Lena Farida Hussain Chin

Faculty of Music and Performing Arts, Universiti Pendidikan Sultan Idris, 35900 Perak, Malaysia

Audita Nuvriasari

Faculty of Economics, Universitas Mercu Buana Yogyakarta, Indonesia

Awan Santosa

Faculty of Economics, Universitas Mercu Buana Yogyakarta, Indonesia

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Published

2023-09-01

How to Cite

Salleh Hudin, N. ., Ab Wahab, N. Y. ., Ramdan, M. R. ., Idris, N. A. ., Salleh Hudin, N. ., Hussain Chin, L. F. ., Nuvriasari, A. ., & Santosa, A. . (2023). The Influence of LibQUAL+ Service Quality Factors on Customer Satisfaction with University Library: Science and Arts Students’ Perspectives. Journal of Contemporary Social Science and Education Studies (JOCSSES), 3(2), 106–115. Retrieved from https://jocss.com/index.php/multidiscipline/article/view/175