IDEAS home Printed from https://ideas.repec.org/a/mth/ijld88/v8y2018i3p165-179.html
   My bibliography  Save this article

Users¡¯ Satisfaction With Tun Hussein Onn Library (THOL) Services

Author

Listed:
  • Mohd Shamsul Mohd Shoid
  • Khairunnisa Rubian
  • Noor Harun Abdul Karim
  • Norliya Ahmad Kassim

Abstract

User Satisfaction is defined as a personal emotional reaction to services or products provided by the company or institution. In order to allocate better services and resources, it would be important to the library management to identify students¡¯ priorities among various services quality. Hence, the purpose of the study was to explore the perceptions regarding users¡¯ satisfaction and users¡¯ loyalty on Tun Hussein Onn Library (THOL) library services among Sunway University students. The target population for this study was 250 from both undergraduate and postgraduate students from several courses and year of study. One hundred and eighty (72%) of the questionnaires were returned and useable for further analysis. From the findings, the results of running an independent sample t-test were found to be not statistically significant difference regarding users¡¯ satisfaction and users¡¯ loyalty towards Tun Hussein Onn Library services between male and female. Besides, The results of running a One-Way ANOVA showed that there was a statistically significant mean difference between first year students, second year students and those in third year and above with regard to their scores on users¡¯ satisfaction. In addition, the results also showed that there was a statistically significant mean difference between first year students, second year students and those in third year and above with regard to their scores on users¡¯ loyalty. However, there was no statistically mean difference between pre-university student, diploma level and baccalaureate level students with regards to their score on users¡¯ satisfaction dimension. Besides, the results also showed that there was no statistically mean difference between pre-university students, diploma level and baccalaureate level students with regards to their scores on users¡¯ loyalty dimension. The outcome of the study is expected to assist the library in order to meet the user satisfaction in using library services.

Suggested Citation

  • Mohd Shamsul Mohd Shoid & Khairunnisa Rubian & Noor Harun Abdul Karim & Norliya Ahmad Kassim, 2018. "Users¡¯ Satisfaction With Tun Hussein Onn Library (THOL) Services," International Journal of Learning and Development, Macrothink Institute, vol. 8(3), pages 165-179, September.
    • Handle: RePEc:mth:ijld88:v:8:y:2018:i:3:p:165-179
    as

    Download full text from publisher

    File URL: http://www.macrothink.org/journal/index.php/ijld/article/download/13733/10842
    Download Restriction: no
    File URL: http://www.macrothink.org/journal/index.php/ijld/article/view/13733
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Nancy Paule Melone, 1990. "A Theoretical Assessment of the User-Satisfaction Construct in Information Systems Research," Management Science, INFORMS, vol. 36(1), pages 76-91, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gelderman, Maarten, 1997. "Task difficulty, task variability and satisfaction with management support systems: consequences and solutions ˜," Serie Research Memoranda 0053, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    2. Torkzadeh, G. & Doll, W. J., 1999. "The development of a tool for measuring the perceived impact of information technology on work," Omega, Elsevier, vol. 27(3), pages 327-339, June.
    3. Claudio Vitari & Roxana Ologeanu-Taddei, 2018. "The intention to use an electronic health record and its antecedents among three different categories of clinical staff," Post-Print halshs-01923238, HAL.
    4. Brown, Susan A. & Venkatesh, Viswanath & Kuruzovich, Jason & Massey, Anne P., 2008. "Expectation confirmation: An examination of three competing models," Organizational Behavior and Human Decision Processes, Elsevier, vol. 105(1), pages 52-66, January.
    5. Sung S. Kim & Naresh K. Malhotra, 2005. "A Longitudinal Model of Continued IS Use: An Integrative View of Four Mechanisms Underlying Postadoption Phenomena," Management Science, INFORMS, vol. 51(5), pages 741-755, May.
    6. Andrew Burton-Jones & Detmar W. Straub, 2006. "Reconceptualizing System Usage: An Approach and Empirical Test," Information Systems Research, INFORMS, vol. 17(3), pages 228-246, September.
    7. Sohn, Stefanie, 2017. "Consumer processing of mobile online stores: Sources and effects of processing fluency," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 137-147.
    8. Zhen Wang & John Lim & Xiaojia Guo, 2010. "Negotiator Satisfaction in NSS-Facilitated Negotiation," Group Decision and Negotiation, Springer, vol. 19(3), pages 279-300, May.
    9. Claudio Vitari & Roxana Ologeanu-Taddei, 2018. "The intention to use an electronic health record and its antecedents among three different categories of clinical staff," Grenoble Ecole de Management (Post-Print) halshs-01923238, HAL.
    10. Chao-Chih Hung & Min-Jiun Su & Wen-Long Zhuang, 2016. "The Effect of Exhibitors' Brand Equity on Visitors' Purchase Decision: Moderating Role of Exhibition's Competitive Intensity," Journal of Economics and Behavioral Studies, AMH International, vol. 8(3), pages 75-86.
    11. Gelderman, M., 1995. "Factors affecting the success of management support systems: analysis and meta-analysis," Serie Research Memoranda 0020, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    12. Barbara H. Wixom & Peter A. Todd, 2005. "A Theoretical Integration of User Satisfaction and Technology Acceptance," Information Systems Research, INFORMS, vol. 16(1), pages 85-102, March.
    13. Julia Troll & Ivo Blohm & Jan Marco Leimeister, 2019. "Why Incorporating a Platform-Intermediary can Increase Crowdsourcees’ Engagement," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 433-450, August.
    14. Sun, Jonghak & Teng, James T.C., 2017. "The construct of information systems use benefits: Theoretical explication of its underlying dimensions and the development of a measurement scale," International Journal of Information Management, Elsevier, vol. 37(5), pages 400-416.
    15. Kwahk, Kee-Young & Ahn, Hyunchul & Ryu, Young U., 2018. "Understanding mandatory IS use behavior: How outcome expectations affect conative IS use," International Journal of Information Management, Elsevier, vol. 38(1), pages 64-76.
    16. Davern, Michael J. & Wilkin, Carla L., 2010. "Towards an integrated view of IT value measurement," International Journal of Accounting Information Systems, Elsevier, vol. 11(1), pages 42-60.
    17. Savaya, Riki & Monnickendam, Menachem & Waysman, Mark, 2006. "Extent and type of worker utilization of an integrated information system in a human services agency," Evaluation and Program Planning, Elsevier, vol. 29(3), pages 209-216, August.
    18. Hye Jeong Kim & Ah Jeong Hong & Hae-Deok Song, 2018. "The Relationships of Family, Perceived Digital Competence and Attitude, and Learning Agility in Sustainable Student Engagement in Higher Education," Sustainability, MDPI, vol. 10(12), pages 1-16, December.
    19. Sanjeev Verma & Ranjan Chaudhuri & Ritesh Rajput, 2008. "Needs and Expectations of the Internal Customers from the Knowledge Management System," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 33(1), pages 64-79, February.
    20. Da Tao & Wenkai Li & Mingfu Qin & Miaoting Cheng, 2022. "Understanding Students’ Acceptance and Usage Behaviors of Online Learning in Mandatory Contexts: A Three-Wave Longitudinal Study during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(13), pages 1-17, June.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mth:ijld88:v:8:y:2018:i:3:p:165-179. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Technical Support Office (email available below). General contact details of provider: http://www.macrothink.org/journal/index.php/ijld .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.