Difference between revisions of "Customer Satisfaction and User Opinion Survey"

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'''Background of Survey'''
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__NOTOC__
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The Customer Satisfaction and User Opinion Survey is carried out to measure the perceptions of the general public on Pustaka Negeri Sarawak (Pustaka)’s services. These perceptions are very crucial for identifying and determining improvement programs to enhance Pustaka’s current service quality, alongside efforts to achieve organisational objectives.
  
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The Customer Satisfaction and User Opinion Survey was carried out to measure the perceptions of the general public on Pustaka Negeri Sarawak (Pustaka)’s services. These perceptions were used to determine improvement programs to enhance Pustaka’s current service quality, alongside efforts to achieve organizational objectives
+
== Scope of Survey ==
 +
The scope of the survey is users of Pustaka, which include<br>
  
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'''Scope of Survey'''
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a) Registered Members<br>
 +
(i) Active members (frequently use Pustaka services and facilities)<br>
 +
(ii) Non - Active members (occasionally use Pustaka services and facilities)<br>
  
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The scope of the survey is among users of Pustaka Negeri Sarawak which included:
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b) Non-Registered Users
  
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a) Registered Members
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== Objectives of Survey ==
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(i) Active members (frequently use Pustaka services and facilities)
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This survey aims <br>
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(ii) Non - Active members (occasionally use Pustaka services and facilities)
 
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b) Non-Registered Users
 
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(i) Never registered as Pustaka member
 
  
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a) to assess customer’s perceptions on Pustaka’s services; and<br>
 +
b) to provide information in understanding user’s expectations and requirements as a mean to recommend ways to improve Pustaka’s service quality.
  
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'''Objectives of Survey'''
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== Methodology ==
 +
Both open-ended and closed ended questionnaires are used to collect primary data from the respondents. Before 2019, the questionnaires were distributed to the respondents in hardcopies. Nowadays, they are distributed online.
  
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This survey aimed:
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== Types of Surveys ==
 +
The three types of surveys conducted are:<br><br>
  
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a) to assess customer’s perceptions on Pustaka’s services; and
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a) Customer Survey for Members of the Public, conducted since 2009<br>
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b) to provide information in understanding user’s expectations and requirements as a mean to recommend ways to improve Pustaka’s service quality.
+
b) Customer Survey for Government Agencies, conducted since 2015<br>
 +
c) Customer Survey (Smiley Survey), conducted since 2018<br>
  
 +
== Models ==
 +
<big>LIBQUAL Model</big><br>
  
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'''Methodology'''
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Principles of LIBQUAL were applied in the Customer Survey for Members of the Public. The LibQUAL Models has four (4) components of 25 items which comprised of the following:<br>
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a) Information Access - An assessment of the adequacy of the library collections and the ability to access needed information on a timely basis regardless of the location of the user or the medium of the resource in question.<br>
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a) '''Questionnaires'''
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b) Service Affect - The human side of the organisation, encompassing traits of empathy, accessibility, and personal competence.<br>
 +
c) Personal Control - The extent to which users are able to navigate and control the information universe that is provided.<br>
 +
d) Library as a Place - Utilitarian space for study and collaboration, a sanctuary for contemplation and reflection, or an affirmation of the primary of life.<br><br>
  
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Principles of LIBQUAL were applied in this survey. LibQUAL has four (4) components of 25 items which comprised of the following:
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<big>Simplified Model</big><br>
  
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• Information Access - An assessment of the adequacy of the library collections and the ability to access needed information on a timely basis regardless of the location of the user or the medium of the resource in question.
+
The Simplified Model is used in the Customer Survey for Government Agencies. It comprises of four facets, i.e.<br>
 +
a) Frequency of usage<br>
 +
b) Assessment of facilities<br>
 +
c) Assessment of services<br>
 +
d) Channels used
  
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• Service Affect - The human side of the organization, encompassing traits of empathy, accessibility, and personal competence.
+
== Analysis and Findings of the Survey ==
 +
An analysis of the respondents’ demographic profile, the customer’s perceived service quality of Pustaka and user satisfaction and user loyalty. The collected data were analysed by employing the SPSS (Statistical Package for Social Sciences). The data was further interpreted by applying Percentage Distribution, Frequency, Cross Tabulation, and Descriptive Analysis.
  
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• Personal Control - The extent to which users are able to navigate and control the information universe that is provided.
+
== Customer Satisfaction Rates ==
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<br>
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• Library as a Place - Utilitarian space for study and collaboration, a sanctuary for contemplation and reflection, or an affirmation of the primary of life.
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{| width="45%"
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+
|-
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The questionnaire set was divided into the following areas:
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| style="width:5%"| '''Years'''
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| style="width:0.5%"|
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• Demographic factors
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| style="width:12%"| '''Customer Satisfaction Survey''' for Members of the Public
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• LibQUAL four components - twenty-five questions
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| style="width:0.5%"|
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| style="width:12%"| '''Customer Satisfaction Survey''' for Government Agencies
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All items were measured with a 5-point Likert scale, which ranges from Very Poor (1) to Very Good (5).
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| style="width:0.5%"|
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| style="width:12%"| '''Customer Satisfaction Survey''' Smiley Survey
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|- style="background-color:#0E6251"
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b)  '''Sampling'''
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| colspan="7"|
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|-
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Non-Probability sampling was used as the respondents may be registered or non-registered members. The minimum number of targeted respondents was 400.
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| style="width:5%"| 2011
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| style="width:0.5%"|
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c) '''Period of Survey'''
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| style="width:12%"| 79.35%
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| style="width:0.5%"|
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The survey is conducted within three months.
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| style="width:12%"| NA
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| style="width:0.5%"|
−
Analysis and Findings of the Survey
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| style="width:12%"| NA
−
 
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|- style="background-color:#76D7C4"
−
An analysis of the respondents’ demographic profile, the customer’s perceived service quality of Pustaka and user satisfaction and user loyalty. The collected data were analyzed by employing the SPSS (Statistical Package for Social Sciences). The data was further interpreted by applying Percentage Distribution, Frequency, Cross Tabulation, and Descriptive Analysis.
+
| colspan="7"|
 +
|-
 +
| style="width:5%"| 2012
 +
| style="width:0.5%"|
 +
| style="width:12%"| 79.05%
 +
| style="width:0.5%"|
 +
| style="width:12%"| NA
 +
| style="width:0.5%"|
 +
| style="width:12%"| NA
 +
|- style="background-color:#76D7C4"
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| colspan="7"|
 +
|-
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| style="width:5%"| 2013
 +
| style="width:0.5%"|
 +
| style="width:12%"| 81.45%
 +
| style="width:0.5%"|
 +
| style="width:12%"| NA
 +
| style="width:0.5%"|
 +
| style="width:12%"| NA
 +
|- style="background-color:#76D7C4"
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| colspan="7"|
 +
|-
 +
| style="width:5%"| 2014
 +
| style="width:0.5%"|
 +
| style="width:10%"| 79.15%
 +
| style="width:0.5%"|
 +
| style="width:10%"| NA
 +
| style="width:0.5%"|
 +
| style="width:12%"| NA
 +
|- style="background-color:#76D7C4"
 +
| colspan="7"|
 +
|-
 +
| style="width:5%"| 2015
 +
| style="width:0.5%"|
 +
| style="width:10%"| 77.4%
 +
| style="width:0.5%"|
 +
| style="width:10%"| 80.15%
 +
| style="width:0.5%"|
 +
| style="width:12%"| NA
 +
|- style="background-color:#76D7C4"
 +
| colspan="7"|
 +
|-
 +
| style="width:5%"| 2016
 +
| style="width:0.5%"|
 +
| style="width:12%"| 79.4%
 +
| style="width:0.5%"|
 +
| style="width:12%"| 77.2%
 +
| style="width:0.5%"|
 +
| style="width:12%"| NA
 +
|- style="background-color:#76D7C4"
 +
| colspan="7"|
 +
|-
 +
| style="width:5%"| 2017
 +
| style="width:0.5%"|
 +
| style="width:12%"| 79.15%
 +
| style="width:0.5%"|
 +
| style="width:12%"| 79.8%
 +
| style="width:0.5%"|
 +
| style="width:12%"| NA
 +
|- style="background-color:#76D7C4"
 +
| colspan="7"|
 +
|-
 +
| style="width:5%"| 2018
 +
| style="width:0.5%"|
 +
| style="width:12%"| 79.15%
 +
| style="width:0.5%"|
 +
| style="width:12%"| 79%
 +
| style="width:0.5%"|
 +
| style="width:12%"| 91%
 +
|- style="background-color:#76D7C4"
 +
| colspan="7"|
 +
|-
 +
| style="width:5%"| 2019
 +
| style="width:0.5%"|
 +
| style="width:10%"| NA
 +
| style="width:0.5%"|
 +
| style="width:10%"| NA
 +
| style="width:0.5%"|
 +
| style="width:12%"| 92%
 +
|- style="background-color:#76D7C4"
 +
| colspan="7"|
 +
|}

Latest revision as of 15:09, 3 June 2020

The Customer Satisfaction and User Opinion Survey is carried out to measure the perceptions of the general public on Pustaka Negeri Sarawak (Pustaka)’s services. These perceptions are very crucial for identifying and determining improvement programs to enhance Pustaka’s current service quality, alongside efforts to achieve organisational objectives.

Scope of Survey

The scope of the survey is users of Pustaka, which include

a) Registered Members
(i) Active members (frequently use Pustaka services and facilities)
(ii) Non - Active members (occasionally use Pustaka services and facilities)

b) Non-Registered Users

Objectives of Survey

This survey aims

a) to assess customer’s perceptions on Pustaka’s services; and
b) to provide information in understanding user’s expectations and requirements as a mean to recommend ways to improve Pustaka’s service quality.

Methodology

Both open-ended and closed ended questionnaires are used to collect primary data from the respondents. Before 2019, the questionnaires were distributed to the respondents in hardcopies. Nowadays, they are distributed online.

Types of Surveys

The three types of surveys conducted are:

a) Customer Survey for Members of the Public, conducted since 2009
b) Customer Survey for Government Agencies, conducted since 2015
c) Customer Survey (Smiley Survey), conducted since 2018

Models

LIBQUAL Model

Principles of LIBQUAL were applied in the Customer Survey for Members of the Public. The LibQUAL Models has four (4) components of 25 items which comprised of the following:
a) Information Access - An assessment of the adequacy of the library collections and the ability to access needed information on a timely basis regardless of the location of the user or the medium of the resource in question.
b) Service Affect - The human side of the organisation, encompassing traits of empathy, accessibility, and personal competence.
c) Personal Control - The extent to which users are able to navigate and control the information universe that is provided.
d) Library as a Place - Utilitarian space for study and collaboration, a sanctuary for contemplation and reflection, or an affirmation of the primary of life.

Simplified Model

The Simplified Model is used in the Customer Survey for Government Agencies. It comprises of four facets, i.e.
a) Frequency of usage
b) Assessment of facilities
c) Assessment of services
d) Channels used

Analysis and Findings of the Survey

An analysis of the respondents’ demographic profile, the customer’s perceived service quality of Pustaka and user satisfaction and user loyalty. The collected data were analysed by employing the SPSS (Statistical Package for Social Sciences). The data was further interpreted by applying Percentage Distribution, Frequency, Cross Tabulation, and Descriptive Analysis.

Customer Satisfaction Rates


Years Customer Satisfaction Survey for Members of the Public Customer Satisfaction Survey for Government Agencies Customer Satisfaction Survey Smiley Survey
2011 79.35% NA NA
2012 79.05% NA NA
2013 81.45% NA NA
2014 79.15% NA NA
2015 77.4% 80.15% NA
2016 79.4% 77.2% NA
2017 79.15% 79.8% NA
2018 79.15% 79% 91%
2019 NA NA 92%
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