摘要：A constant concern of academic institutions has been to improve the customer satisfaction in university
libraries. The service quality within academic library context is pivotal for satisfying customers
by meeting the customers’ needs to create loyalty amongst customers. This research uses
LibQual to analyze the gap between customer’s perception and expectation, concerned with the
services at the University Sultan Zainal Abidin (UniSZA) Library. There are six dimensions in
service quality; namely general services, search for materials, library collection, staff, environment
and environment, considered for this empirical research. The purpose of this paper is to 1) know
service quality dimensions that satisfy the customers and 2) to observe the impact of service quality
on customer satisfaction. The research methodology is carried out using a questionnaire survey
distributed among 170 samples through simple random sampling. The data obtained was analyzed
by using covariance-based structural equation modeling and importance-performance analysis. The
results suggest that quality of service had a significant impact on customer satisfaction. Among the
service quality dimensions, library environment and general service were viewed as high importance
and strong performance index. Implication for research and practice resulting from these
findings were also discussed.
