Purpose
The purpose of this paper is to examine the impact of Libqual+™ dimension (affect of services, information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM).
Design/methodology/approach
Data were collected using a sample of 100 students and it was analyzed using SPSS and SmartPLS. The measurement model was analyzed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables.
Findings
The results indicated that services, information control and library as a place have a significant and positive impact on the overall satisfaction of library users, with affect of services being the most important predictor of library user satisfaction.
Practical implications
Overall, users are satisfied with the services provided by the UKM library. Results from this study will help librarians to make better decisions in providing effective services and fulfilling the library’s vision and mission.
Originality/value
The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.
Social Network Sites (SNS) offer several benefits for all groups of people, particularly students. Based on previous studies, it is considered that studies on the usage of SNS among students in Malaysia are still limited. Therefore, the main purpose of this study is to investigate the Positive Effects (Advantages) and Negative Effects (Disadvantages) of SNS in order to help students to take full advantages of such tools. Moreover, this study seeks to help students in avoiding its negative effects. This study conducted an online survey through Facebook and E-mail consisting of 55 questions among students from a public university in the southern region of peninsular Malaysia. The total number of respondents is one hundred and nine students. Factor analysis in this study identified three categories of SNS positive effects such as information seeking, social presence, and academic and social activities fulfilment; also four categories of SNS negative effects such as negative feelings, reduction of cognitive development, social isolation, and security concerns. The outcomes of this study expect to be a starting point intended for instructors to be aware of the positive and negative effects of SNS before engaging students in using SNS for teaching and learning activities.
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