Service Quality in Sungai Petani Public Library: Malaysian Evidence
Bibliographic record
Abstract
Service quality has emerged as a key strategic issue in management. The service quality assessment tool SERVQUAL was introduced by Parasuraman (1988) that cover tangibles, reliability, responsiveness, and assurance and empathy dimensions of service quality. The objective of this study is to identify the relationship between dimension (tangibles, reliability responsiveness) and service quality in Sungai Petani Public library in Kedah State Government and to investigate which service quality dimensions that mostly influenced the service quality in public library in Sungai Petani. The issues regarding public library are the physical aspect of the public library make people lack of interest to go, the public library facing problem in term of qualified staff to deliver quality of service and also comments by people regarding on the problem of the contents in public libraries in the poor condition. The study was conducted among library users and the information was gathered via questionnaires which consisted of structured questions. In this study, simple random sampling was used where only 132 respondents were selected. The discussion methods are using the Descriptive Statistic, Pearson Correlations, Cronbach’s Alpha and Multiple Regressions used to analyze the result of this study. The findings indicated that all three hypotheses which are tangible dimension, reliability dimension and responsiveness dimension was accepted by the researchers. Based on the finding, the reliability dimension is a significant relationship with service quality in public library Sungai Petani which is strong positive relationship. However the researchers recommend that the management of public library Sungai Petani needs to focus on several services that needs further improvement such as the online public access catalogue (OPAC) and welcoming atmosphere is important part of providing excellent services towards modern library service. In future research, the library’s management should take an effort to create the pleasant surroundings to encourage the widest possible segment of the population to use the library and to regard it as an essential part of community life and more ‘user freindly’ with the customers. Keywords: Service, Quality; Service Quality; SERVQUAL; Library; Public Library; Users
Fetched live from OpenAlex and de-inverted. Abstracts are not stored in this database: the inverted indexes are 8.6 GB of the frame’s 9.3 GB of text, and the host has 13 GB free.
How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.003 | 0.008 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.001 |
| Bibliometrics | 0.003 | 0.006 |
| Science and technology studies | 0.001 | 0.001 |
| Scholarly communication | 0.002 | 0.002 |
| Open science | 0.001 | 0.001 |
| Research integrity | 0.001 | 0.001 |
| Insufficient payload (model declined to judge) | 0.005 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".