Customer Satisfaction and User Opinion Survey

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%