PERPUSTAKAAN SULTAN ABDUL SAMAD CUSTOMER SATISFACTION SURVEY 2013

Transcription

1

2 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 The survey was conducted in three phases: Phase 1: Undergraduates from 11 th March 2 nd April 2013 Phase 2: Postgraduates from 11 th March 7 th July 2013 Phase 3: UPM staff from 11 th 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. UJK CSS

3 UJK CSS

4 UJK CSS

5 DISTRIBUTION BY RESPONDENTS Staff 20.03% Undergraduates 41.37% Postgraduates 38.60% UJK CSS

6 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%) Total 657 (100.00%) 613 (100.00%) 318 (100.00%) UJK CSS

7 DISTRIBUTION OF RESPONDENTS BY FACULTY/DEPARTMENT FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF Faculty of Modern Language and Communication Faculty of Biotechnology and Bimolecular Sciences Faculty of Human Ecology Faculty of Economics and Management Faculty of Engineering Faculty of Environmental Studies Faculty of Educational Studies Faculty of Forestry Faculty of Agriculture Faculty of Medicine and Health Science UJK CSS

8 DISTRIBUTION OF RESPONDENTS BY FACULTY/DEPARTMENT FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF Faculty of Veterinary and Medicine Faculty of Design and Architecture Faculty of Science Faculty of Food Science and Technology Faculty of Computer Science and Information Technology Faculty of Agriculture and Food Sciences (Bintulu) Institute of Bioscience College Chancellor Centre of Foundation Studies for Agriculture Science UJK CSS

9 DISTRIBUTION OF RESPONDENTS BY FACULTY/DEPARTMENT FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF Institute of Gerontology Institute of Agricultural and Food Policy Studies Institute of Social Science Studies Institute of Mathematical Research (INSPEM) Institute of Halal Product Research Institute of Tropical Forestry and Forest Product Institute of Tropical Agriculture Institute of Advanced Technology College Tun Perak College Kelima UJK CSS

10 DISTRIBUTION OF RESPONDENTS BY FACULTY/DEPARTMENT FACULTIES / DEPARTMENTS UNDERGRADUATES POSTGRADUATES STAFF Registrar Office School of Graduates Studies Sultan Abdul Samad Library Information and Communication Development Centre Sport Centre Bursar Office Research Management Centre Graduate School of Management Pusat Pendidikan Luar Academic Department Others UJK CSS

11 EVALUATIONS OF LIBRARIES Engineering and Architecture Library, 5.33% Bintulu Campus Libray, 5.02% Veterinary Medicine Library, 6.24% Medical and Health Science Library, 5.78% Main Library, 77.63% UJK CSS

12 EVALUATIONS OF LIBRARIES Main Library Medicine and Health Science Library 18% 39% Postgraduates Undergraduates Undergraduates Postgraduates 43% Staff Staff Veterinary Medicine Library Engineering and Architecture Library Bintulu Campus Library 19% 59% 22% Postgraduates Undergraduates Staff 15% 63% 22% Undergraduates Postgraduates Staff Undergraduates Postgraduates Staff UJK CSS

13 Percentage (%) FREQUENCY OF LIBRARY VISITS Undergraduates Postgraduates Staff Everday Three Times a Week Two Times a Week Once a Week Others UJK CSS

14 Percentage (%) FREQUENCY OF ONLINE DATABASES USAGE Undergraduates Postgraduates Staff Everyday Three Times a Week Twice a Week Once a Week Other UJK CSS

15 Percentage (%) LEARNING ENVIRONMENT (TEMPERATURE AND LIGHTING) 60 Mean = Undergraduates Postgraduates Staff Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Evaluated Items 1. Learning Environment: Temperature and Lighting Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average UJK CSS

16 COMPUTER FACILITIES 60 Mean = 4.02 Percentage (%) Undergraduates Postgraduates Staff Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Evaluated Items Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average 2. Computer Facilities UJK CSS

17 HOTSPOT SYSTEM (WIFI / WIRELESS) 50 Mean = 3.84 Percentage (%) Undergraduates Postgraduates Staff Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Evaluated Items 3. Hotspot System (WiFi / Wireless) Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average UJK CSS

18 LIBRARY COLLECTION Percentage (%) Undergraduates Postgraduates Staff Mean = 4.03 Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Percentage of Scale 4 and 5 (%) Evaluated Items Undergraduates Postgraduates Staff Average 4. Library Collection UJK CSS

19 ONLINE DATABASES / JOURNALS 60 Mean = 4.10 Percentage (%) Undergraduates Postgraduates Staff Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Evaluated Items Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average 5. Online Databases / Journals UJK CSS

20 Percentage (%) REFERENCE SERVICES Undergraduates Postgraduates Staff Mean = 4.08 Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Evaluated Items Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average 6. Reference Services UJK CSS

21 SHELVING OF BOOKS / JOURNALS 60 Mean = 4.13 Percentage (%) Undergraduates Postgraduates Staff Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Evaluated Items Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average 7. Shelving of Books / Journals UJK CSS

22 SELF CHECK MACHINE / BOOK DROP Percentage (%) Undergraduates Postgraduates Staff Mean = 4.21 Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Evaluated Items Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average 8. Self Check Machine / Book Drop UJK CSS

23 PHOTOCOPYING FACILITIES Percentage (%) Undergraduates Postgraduates Staff Mean = 3.83 Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied Percentage of Scale 4 and 5 (%) Evaluated Items Undergraduates Postgraduates Staff Average 9. Photocopying Facilities UJK CSS

24 60 FRIENDLY STAFF Mean = 4.20 Percentage (%) Very Dissatisfied Dissatisfied Moderately Satisfied Satisfied Very Satisfied 0 Undergraduates Postgraduates Staff Percentage of Scale 4 and 5 (%) Evaluated Items Undergraduates Postgraduates Staff Average 10. Friendly Staff UJK CSS

25 Percentage (%) LEARNING ENVIRONMENT (TEMPERATURE AND LIGHTING) Undergraduates Postgraduates Staff Very Unimportant Unimportant Moderately Important Important Very Important Evaluated Items 1. Learning Environment (Temperature and Lighting) Importance Level (scale 4 & 5) (%) Undergraduates Postgraduates Staff Average UJK CSS

26 Percentage (%) COMPUTER FACILITIES Undergraduates Postgraduates Staff Very Unimportant Unimportant Moderately Important Important Very Important Evaluated Items Importance Level (scale 4 & 5) (%) Undergraduates Postgraduates Staff Average 2. Computer facilities UJK CSS

27 HOTSPOT SYSTEM (WIFI / WIRELESS) Percentage (%) Undergraduates Postgraduates Staff Very Unimportant Unimportant Moderately Important Important Very Important Evaluated Items 3. Hotspot system (WIFI/Wireless) Importance Level (scale 4 & 5) (%) Undergraduates Postgraduates Staff Average UJK CSS

28 LIBRARY COLLECTIONS Percentage (%) Undergraduates Postgraduates Staff Very Unimportant Unimportant Moderately Important Important Very Important Evaluated Items 4. Library collections (eg. Books, journals) Importance Level (scale 4 & 5) (%) Undergraduates Postgraduates Staff Average UJK CSS

29 Percentage (%) Evaluated Items ONLINE DATABASES / JOURNALS Undergraduates Postgraduates Staff Importance Level (scale 4 & 5) (%) Very Unimportant Unimportant Moderately Important Important Very Important Undergraduates Postgraduates Staff Average 5. Online databases / journals (eg. Science Direct) UJK CSS

30 REFERENCE SERVICES Percentage (%) Very Unimportant Unimportant Moderately Important Important Very Important 0 Undergraduates Postgraduates Staff Importance Level (scale 4 & 5) (%) Evaluated Items Undergraduates Postgraduates Staff Average 6. Reference services UJK CSS

31 SHELVING OF BOOKS AND JOURNALS Percentage (%) Very Unimportant 40 Unimportant 30 Moderately Important 20 Important 10 Very Important 0 Undergraduates Postgraduates Staff Importance Level (scale 4 & 5) (%) Evaluated Items Undergraduates Postgraduates Staff Average 7. Shelving of books and journals UJK CSS

32 SELF CHECK MACHINE / BOOK DROP Percentage (%) Very Unimportant Unimportant Moderately Important Important Very Important Undergraduates Postgraduates Staff Importance Level (scale 4 & 5) (%) Evaluated Items Undergraduates Postgraduates Staff Average 8. Self check machine / Book drop machine UJK CSS

33 PHOTOCOPYING FACILITIES Percentage (%) Undergraduates Postgraduates Staff Very Unimportant Unimportant Moderately Important Important Very Important Evaluated Items Importance Level (scale 4 & 5) (%) Undergraduates Postgraduates Staff Average 9. Photocopying facilities UJK CSS

34 Percentage (%) FRIENDLY STAFF 0 Undergraduates Postgraduates Staff Very Unimportant Unimportant Moderately Important Important Very Important Evaluated Items Importance Level (scale 4 & 5) (%) Undergraduates Postgraduates Staff Average 10. Friendly staff UJK CSS

35 IMPORTANCE LEVEL BY ITEMS Evaluated Items Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average 1. Learning Environment: Temperature and Lighting Computer Facilities Hotspot System (WIFI / Wireless) Library Collection Online Databases / Journals Reference Services Shelving of Books / Journals Self Check Machine / Book Drop Photocopying Facilities Friendly Staff UJK CSS

36 SATISFACTION LEVEL BY ITEMS Evaluated Items Percentage of Scale 4 and 5 (%) Undergraduates Postgraduates Staff Average 1. Learning Environment: Temperature and Lighting Computer Facilities Hotspot System (WiFi / Wireless) Library Collection Online Databases / Journals Reference Services Shelving of Books / Journals Self Check Machine / Book Drop Photocopying Facilities Friendly Staff UJK CSS

37 AVERAGE MEAN VALUE IMPORTANCE LEVEL Evaluated Items Mean value 1. Learning Environment: Temperature and Lighting Undergraduates Postgraduates Staff Average Computer Facilities Hotspot System (WIFI / Wireless) Library Collection Online Databases / Journals Reference Services Shelving of Books / Journals Self Check Machine / Book Drop Photocopying Facilities Friendly Staff UJK CSS

38 AVERAGE MEAN VALUE SATISFACTION LEVEL Evaluated Items Mean value 1. Learning Environment: Temperature and Lighting Undergraduates Postgraduates Staff Average Computer Facilities Hotspot System (WIFI / Wireless) Library Collection Online Databases / Journals Reference Services Shelving of Books / Journals Self Check Machine / Book Drop Photocopying Facilities Friendly Staff UJK CSS

39 PERFORMANCE GAP MEAN IMPORTANCE LEVEL VS SATISFACTION LEVEL Evaluated Items 1. Learning Environment: Temperature and Lighting Average Mean Value Importance Level Satisfaction Level Performance Gap Computer Facilities Hotspot System (WIFI / Wireless) Library Collection Online Databases / Journals Reference Services Shelving of Books / Journals Self Check Machine / Book Drop Photocopying Facilities Friendly Staff UJK CSS

40 WHAT IS THE LIBRARY DOING ABOUT IT? PSAS received customer s feedback through open ended question. The following slides show responses from PSAS. UJK CSS

41 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) It is not possible due to space and financial constraint. UJK CSS

42 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 UJK CSS

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) Logging in is required to verify whether users are still active as UPM students/staff. UJK CSS

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) Logging in is required to verify whether users are still active as UPM students/staff. UJK CSS

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 1 Engineering , Design and Architecture , Science , Food Science and Technology , Biotechnology and Biomolecular Sciences , Environmental Studies , Forestry , Agriculture , Educational Studies , Human Ecology , Modern Language and Communication , Economics and Management , Computer Science and Information Technology , RM UJK CSS Medicine and Health Sciences , Veterinary Medicine ,380.09

46 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. UJK CSS

47 LIBRARY COLLECTION (BOOKS/JOURNALS) 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. UJK CSS

48 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 click Electronic Resources and choose required theses from e-theses. UJK CSS

49 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). UJK CSS

50 ONLINE DATABASE The current library collections of e-books are obsolete, more effort needed to get current e-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. UJK CSS

51 ONLINE DATABASE 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. Ongoing discussion is being carried out to improve the content and the design of the website. UJK CSS

52 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 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. UJK CSS

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 psas_br@upm.edu.my - fax: Official letter: Perpustakaan Sultan Abdul Samad, Universiti Putra Malaysia, UPM Serdang, Selangor The Library would consider to offer Virtual Reference Inquiry Service in the future UJK CSS

54 SHELVING OF BOOKS/JOURNALS 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. UJK CSS

55 SELF CHECK MACHINE / BOOK DROP 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. UJK CSS

56 PHOTOCOPYING MACHINE Provide more photocopying machines (7 feedbacks) The Library is providing enough photocopying machines at this location: UJK CSS Libraries Location A Block Ground Level A Block Level Main Library A Block Level B Block Ground Level B Block Level B Block Level Medical Library Level Veterinary Library Ground Level Engineering Library Ground Level Bintulu Campus Library Ground Level Level Total

57 PHOTOCOPYING MACHINE 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). UJK CSS

58 PHOTOCOPYING MACHINE 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. UJK CSS

59 STAFF 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. UJK CSS

60 LIBRARY FACILITIES 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 address. Squeaking trolleys disturbed users (1 feedback) 20 units of new trolleys were bought in 2013 to replace the squeaking trolleys. UJK CSS

61 UJK CSS PSAS would like to thank you for your response to our survey. Your feedback are very much appreciated and will be of great help for us to improve our services.