Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual

Mahmood, Kamarulzaman and Mat Ali @ Salim, Nor Azman and Mohamad, Mahadzirah (2015) Kualiti perkhidmatan, kepuasan pelanggan dan kesetiaan pelanggan Perbadanan Perpustakaan Awam Terengganu: Kajian konseptual. Jurnal PPM: Journal of Malaysian Librarians, 9. pp. 1-12. ISSN 1823-6308

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Abstract

This paper discusses and reviews the literature and ultimately propose a conceptual framework linking service quality, customer satisfaction and customer loyalty within the Terengganu State Public Library (PPAT). It is designed to understand how service quality and customer satisfaction are perceived as sources of loyalty by library’s customers. This study will use the LibQual questionnaire instruments as the main survey tool to collect information from the respondents. The findings of this study are expected to provide a reference and a bench mark to the public library’s stakeholders in order to enhance their services quality.

Item Type:	Article
Subjects:	Z Bibliography. Library Science. Information Resources
Divisions:	Persatuan Pustakawan Malaysia (PPM) | Librarians Association of Malaysia > Jurnal PPM: Journal of Malaysian Librarians
Depositing User:	Mr Noorazilan Noordin
Date Deposited:	16 May 2017 01:24
Last Modified:	16 May 2017 01:24
URI:	http://eprints.usm.my/id/eprint/34144

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