Customer Satisfaction and User Opinion Survey

Background of Survey

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 among users of Pustaka Negeri Sarawak which included:

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 (i) Never registered as Pustaka member

Objectives of Survey

This survey aimed:

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

a) Questionnaires

Principles of LIBQUAL were applied in this survey. LibQUAL has four (4) components of 25 items which comprised of the following:

• 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.

• Service Affect - The human side of the organization, encompassing traits of empathy, accessibility, and personal competence.

• Personal Control - The extent to which users are able to navigate and control the information universe that is provided.

• Library as a Place - Utilitarian space for study and collaboration, a sanctuary for contemplation and reflection, or an affirmation of the primary of life.

The questionnaire set was divided into the following areas:

• Demographic factors • LibQUAL four components - twenty-five questions

All items were measured with a 5-point Likert scale, which ranges from Very Poor (1) to Very Good (5).

b) Sampling

Non-Probability sampling was used as the respondents may be registered or non-registered members. The minimum number of targeted respondents was 400.

c) Period of Survey

The survey is conducted within three months.

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 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.

Distribution of the Survey

Government Agencies'

1. Prepare a letter to all relevant agencies/government.

2. Get CEO/DCEO to sign the letter and attach the questionnaire.

3. Fax and send the questionnaire.

4. Receive the questionnaire and do data entry.

5. Analyze the data and prepare for reporting.

6. Present the findings to Management.

Public

1. Prepare a press release to announce about the survey and submit to Public Relation Unit.

2. Announce the survey through the website.

3. For Pustaka Miri, HQ will send the questionnaire via Pos Laju.

4. Distribute the questionnaire to the public/users.

5. Collect the questionnaire and do data entry.

6. Analyze the data and prepare for reporting.

7. Present the findings to Management.