INTERNATIONAL STUDENT PERCEPTION ON PERPUSTAKAAN SULTANAH ZANARIAH (PSZ) AS ACADEMIC FACILITY. Mohd Nazrul bin Zainal Abidin Shahabudin bin Abdullah

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1 P a g e 1 INTERNATIONAL STUDENT PERCEPTION ON PERPUSTAKAAN SULTANAH ZANARIAH (PSZ) AS ACADEMIC FACILITY Case Study: Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia, Skudai Johor. Mohd Nazrul bin Zainal Abidin Shahabudin bin Abdullah Centre for Real Estate Studies Faculty of Geoinformation Science & Engineering Universiti Teknologi Malaysia UTM Skudai Johor, Malaysia Abstract: Academic library is an important academic facility at Higher Level Institution. The library need to improve their level of providing service quality to more relevance and updated because the increasing international students in Malaysia since A uniform mechanism is needed to measure service quality of academic library to be applied at Higher Level Institution. This study thus set to identify the international students perception on Perpustakaan Sultanah Zanariah (PSZ) service performance using LibQUAL model and to determine the level of user satisfaction on PSZ quality services. Alternative approaches to study user expectation is using SERVQUAL model. Modification on library settings, LibQUAL was developed as an instrument to measure library quality services. Thus, this study decides to use LibQUAL model as based to measure PSZ quality services. LibQUAL model will determine user expectation by two gap analyses which are gap between perception and minimum (Service Adequacy Gap) and gap between perception and desired (Service Superiority Gap) based on Zone of Tolerance concept. A survey was conducted at PSZ to obtain feedback from the international students on their experiences with library services. Information was collected using a 9-point Likert Scale questionnaire consists of three parts; minimum, desired and perceive. Questionnaire focusing on the areas of general library services, policies, collections, electronic access, and the library environment. Qualitative results were gathered through an option of additional comments. Based on random sampling on 90 respondents, the result of the study revealed that the level of service quality only across minimum level and do not achieved the customers desired. Analysis of the survey data would aid the PSZ in becoming more aware of their library services for international students as well as their domestic patrons. Keyword: Service Quality, Measuring Service Quality, LibQUAL Model, International Student, Library 1.0 INTRODUCTION Academic library is an important asset at Higher Level Institution because the library complements the need of students at Higher Level Institution. The core business of Higher Level Institution is to provide and spread knowledge and well updated practices (Abdul Hakim Mohammed et.al, 2006). Thus, the Higher Level Institution which provides library facility and managed it well will achieve the objective which is providing quality services that fulfill customer expectation (desired) level.

2 P a g e 2 Students requirement can be fulfill by providing services which fulfill international student expectation. Providing well library facility service will support the education activities. A good facility supports the educational enterprise (Buckley, et.al, 2003). Desire and needs always change and different through time and year. Sensitivity on customer needs and desire is a dimension to be mentioned in providing product or services. In addition, student perception in library service quality is differs between each other. This is because, student gives different perception based on their internal and external factors. The Higher Education Ministry is expecting about 75,000 foreign students to take up undergraduate and postgraduate programmes. Minister Datuk Khaled Nordin said through the National Higher Education Strategy Plan, the ministry was pushing to make the country the hub for higher education excellence in the region. Library at Higher Level Institution have challenging responsibilities in providing service that can satisfy international student as their important customer. Thus, the Zone of Tolerance which is the gap between perceived and desired services needs to be study. This is because measuring efficient library quality not just only measured from aspect such as size of building physical, collection number and number of material loan but customer satisfaction to services that provide by library. Other than that, uniform mechanism is necessity to measure quality on academic library services that can be applied at university. This statement agreed by Andaleeb & Simmonds (1998) who stated a good quality measurement need integrated between the requirement of customer and their desired on any program and development of new services. (Nitecki & Hernon, 2000) also claim to do assessment of the efficiency using library is depend customer assessment on quality that their perceived. Alternative approaches to study user expectation is using SERVQUAL model. The SERVQUAL model was developed to measure quality services in marketing sector and business by (Parasuraman, Zeithaml, & Berry, 1985). The marketing instrument is revolution to estimate value on quality services through important scale. Modification on library settings, LibQUAL was developed as an instrument to measure library quality services based on SERVQUAL model. The founder of LibQUAL, Texas A&M University applied this SERVQUAL instrument (LibQUAL) since the year The necessity of LibQUAL model as dimension measurement to the efficiency library service is critical where every year number of students enter the academic world is increasing. They come from different group, thus their perceived and desired service on academic library valued from different perspective and dimension. 1.1 Problem Statement Perpustakaan Sultanah Zanariah acquired collection of awards by fulfilling their requirement as library which can given quality services and achieve student desired. They are being awarded the MS ISO 9002 in 1994 and In 2005, PSZ was declared the winner of the Excellent Library Award by the Librarians Association of Malaysia and recently came out as First Runner Up of the 2007 Focus Learning Service Challenge Award. On the other hand, they

3 P a g e 3 as the largest academic library in Malaysia always improve their customer satisfaction on services provided. Refer to (Shaheen 2001), quality services need research from day to day because of enhancement volume of customer will exist year by year. These customers consist of different hierarchy. This is because the numbers of international student at Universiti Teknologi Malaysia, (UTM) are increasing where the volume which is 477 students register at university. They are 225 to take up undergraduate programmes and 252 who take up the postgraduate programmes from 11 countries. The volume international students who take up the postgraduate programmes increasing to 466 in session 2007/08 compared 227 in session 2006/07. Thus customer expectation on services may be different and changes need action from organization like PSZ. The application of quality concept will achieve, when customer desired that use the facility or services will fulfill and their satisfaction have achieved (Maizan Baba & Hishamuddin Mohd. Ali, 2005). Thus, this quality concept refer to satisfaction that will acquired by user from the effective way of services provides by library. The necessity on library to provide quality services is critical, based on their role to support university core business that is to produce great graduate which is needed by industry. The question is; did student obtain the quality that they must get? Other than that, what is their perception on library quality services provides as an important academic facility based on types of services? Is it low or more than their perception? Another thing, what is their satisfaction level on services quality at PSZ? Thus, two objectives were determined which is: i. To identify international student s perception on Perpustakaan Sultanah Zanariah (PSZ) services quality using LibQUAL model ii. To identify international student s satisfaction level on services by Perpustakaan Sultanah Zanariah (PSZ) 2.0 LITERATURE REVIEW 2.1 Library Services Quality Based on LibQUAL Model The quality of academic libraries is related with services, product as well as staff, facilities, space (Pindlowa, 2002). Mowat (1996) stated high quality staff can transform even poorest library into an operation offering excellent service. Libraries are service organizations, so the quality in the context of a library is often treated as the quality of service. Nitecki and Hernon (2000), point out that service quality includes three areas which are resources (information content), organization (service environment and resource delivery) and service delivered by staff. The measurement of the library quality takes into account the evaluation of services as well as user satisfaction and opinions about the importance of individual services. The purposes of measurements may vary. One of good example is the

4 P a g e 4 assessment services quality descended from Parasuraman, Berry and Zeithaml conceptual model reducing gap between customer expectations and perceptions. SERVQUAL is a valid, reliable instrument and best model in measuring services quality (Robinson, 1999). Refer to (Parasuraman, Berry, & Zeithaml, 1993); the concept of this model is the high negative gap means lot of changes must be implemented to improve the services quality. There are 4 types of service quality model, which are: a) SERVQUAL = Service Quality = Perceived Desired b) Weighted SERVQUAL = Service Quality = Importance x (Perceived Desired) c) SERVPERF = Service Quality = Perceived, and d) Weighted SERVPERF = Service Quality = Importance x Perceived Nevertheless, this research impressed on SERVQUAL model because customer satisfaction library services study was developed using LibQUAL model. LibQUAL is a measuring library services quality model based on SERVQUAL model. Myerscough (2002) proposed a suitable SERVQUAL instrument model for several domains to relevance for practices. SERVQUAL model also have change to suitable with library academic was recognized by Narit (2003). SERVQUAL instrument was changed specifically to be used library and information services because type of customer cognitive thinking is different, (Cook & Thompson, 2000) and this is influence specific services of quality level (Nitecki & Hernon, 2000). Validity of SERVQUAL model for library purpose was ever study by (Nitecki, 1996) which is from aspect such as inter library-loan, reference and close reserve. This instrument establish to study in deep on distance services fulfill customer desired. Coleman, (1997) also has used this instrument to evaluate library services quality. Narit (2003) stated, SERVQUAL instrument can be used at whole world to evaluate library services quality because of involving global human thinking on library services quality Cook, Heath, & Thompson, (2001) stated that a specific model to study about customer perception on satisfaction in using library services is important. The model which is can integrate all level of user s perspective that consist various kind of hierarchy. Metric that has been used for studying user perception on library is going in different context from higher level institution. Index that was developed by ARL which is LibQUAL was approach that can change requirement about studying library efficient through user response (Cook et al., 2001). Result from model of perspective evaluating library user that can result and analysis outcome is valid and accurate (Kai Wang, 2000). LibQUAL is a research and development project undertaken by the Association of Research Libraries (ARL) in collaboration with Texas A&M University Libraries. The project is defining and measuring library service quality across institutions and creating useful quality assessment tools for libraries from library user perspective (Thompson, 2003). LibQUAL was applied in country such as from Canada, Australia, Egypt, England, France, Ireland, Scotland, Sweden, Netherlands, and United Arab Emirates. LibQUAL is an effective approach measuring dimension on service quality of a library. The dimension is wide and scores in each category was analyzed because to user perception on service performance can obtained more input and information, (Edgar, 2006). Last research

5 P a g e 5 agreeing a validity score method was applied LibQUAL can be use, (Thompson, 2003) and the latest instrument LibQUAL 2004 is valid, (Wei, Thompson, & Cook, 2005). 2.2 Customer Satisfaction Level Customer satisfaction is the expression, in which shows user needs, wants, and expectations which had meet or exceeded their expectation, resulting in continuing loyalty (Marra 1989). A user will feel satisfied when their experience matches with their expectation. On the other hand, a user will feel dissatisfied when their experience falls below the expectation. Thus, the user whom experiences are exceeding their expectation will be very satisfied, (Schiffman & Kanuk, 2004). According to Denton (1989); (Paczkowski, Kotler, & Armstrong, 1999); (Oliver, 1997); Stamatis (1996), customer satisfaction is the abilities to meet customers expectations. If product or services outcome not the same with customer expectations, so they will not satisfied. This is connected with customer perceptions. Thus, service provider need to identify their customer hierarchy to estimate quality of customer expectations. In addition, they need to make strategic plan and analyzed response on user in which loyal, extremely satisfied and delighted customer. The approach that can be applied is doing the research on assessment efficient to customer. Customer satisfaction is also an evaluation on characteristics or product in which was providing or offering and level of happiness of customer which is meet their need or not (B. Schneider & White, 2003). It also reliable result from perceived services. Customer satisfaction can shows through formula below: Customer satisfaction = Quality Perceived Needs, Wants, Expectations It can be conclude that, if user feel quality exceeded their needs, wants and expectation, customer satisfaction will shows the value higher or more than one. On the other hand, if user feel quality does not exceeded their needs, wants and expectation, customer satisfaction will shows least or less than one. 2.3 Gap Analysis Measurement of Evaluation Services Quality of Academic Library Based on LibQUAL Model Gap of Measurement Model The gap of measurement model characteristics differentiate with other model by giving score for each item using rating score in which different for same item. For example, rating score based on scale in each boxes for minimum, perceived and desired (expectations) for same types of services LibQUAL Gap Analysis

6 P a g e 6 This analysis used to identify customer satisfaction. It can be measure by gap such as statement below: 1. Gap Score To differentiate between user perception on any services and minimum level and desired or expectations level of quality services that needed. SERVQUAL in gap analysis for library services quality, is Zone of Tolerance (LibQUAL), these are: a) Service Adequacy Gap Service adequacy can be calculated by deducting mean score of perceived and minimum for each question and group of users. Score of service adequacy is to shown the minimum level of library service that find acceptable. Through this formula, library can evaluate distance between minimum of quality with perceived service performance. If the mean gap is positive, means library was achieved the level minimum of customer expectations. b) Service Superiority Gap Service superiority can be calculated by deducting mean score of perceived and desired for each question and group of users. Score of service adequacy is to shows the level of services needs be provided in library. This is to show the parameter that the library must provide to achieved point in which what customer wants. To define the Zone of Tolerance, each services mean need to be calculated based on score scale by customer. The score based on minimum, perceived and desired services quality. c) Superiority Mean To identify point of overall desired for each services. The calculation with sum of score scale customer desired and divided with total respondents. d) Mean Mean of group number that calculate with divide by total and divide by volume of item. The calculation of mean is to determine score of customer on each question based on LibQUAL model. e) Standard Deviation Standard deviation is to measure inaccurate mean value. Standard deviation depends to mean each score from each mean. 2. Components of LibQUAL Questionnaire A component of LibQUAL Questionnaire consists of elements below: a) Score Scaling

7 P a g e 7 Score scale is place based on importance which is scale 1 to 9 for each minimum expectations, perceived and real expectations. Thus, mean score between perceived minimum = +1.2, that means services quality is better than 1.0, and if mean score between perceived desired = -1.0, that means services quality is not satisfied customer and need to improve from aspect library services. Scale and score using was taking consideration of customer psychometric factor and also customer validity and reliability that consists from different demographic, (Wei et al., 2005). Positive score shows customer satisfy more than their desired while negative score shows a low quality. Thus, score 0 means quality provided have satisfied customer, (Robinson, 1999). Higher value of negative, the quality becomes worst. b) Minimum Services Quality The number that represents the minimum level of service that find acceptable c) Perceived Services Quality The number that represents the level of service that library currently provides d) Desired Services Expected The number that represents the level of service wanted by customers 3.0 CASE STUDY Perpustakaan Sultanah Zanariah (PSZ) was chosen as case study where the issue is about library services quality. This is because library is an important organization in each university which has different level of hierarchy. Thus, overall types of services provides by PSZ can satisfy the customer to exceed their expectation level especially expectation from international students. 4.0 METHODOLOGY Methodology has several levels that consist of from survey design, sampling and types of analysis for the research. 4.1 Survey Design The purpose of survey is to obtained feedback from the international students on their experiences with library services. This method is most suitable to obtained maximum data source and information from customer. The survey consists of four major parts which are: i. Part A: Demographic Profile The first part gathered demographic information and library usage data; basic information such as the place of origin, status, fields of study, and the format of the resources they used for their study and research.

8 P a g e 8 ii. Part B: International Students Perception On Perpustakaan Sultanah Zanariah (PSZ) Service Performance The second part was designed to assess library perception by using the 9-point Likert Scales. The survey participants were asked to express high or low agreeing on the statements regarding library staff, services, collection and the physical environment. Each criteria aspect will evaluate the services quality carried out by PSZ. Measuring the gap of services quality can be measured by calculates different (perceived minimum) and (desired perceived) by using 9-point Likert Scales. If services are not provided, box N/A can fill by respondents. Table 4.1: Scale Measuring in Survey Questionnaire at Part B When it comes to PSZ My Minimum Service Level Is My Desired Service Level Is Perceived Service Performance Is Library Staff Low High Low High Low High N/A 1. Library staff are polite and friendly N/A iii. Part C: Respondent s Satisfaction Level on PSZ Quality Services in General The third part was designed to assess a level of satisfaction respondents in general by using the 9-point Likert Scales. The survey participants were asked to express agreement or disagreement on PSZ quality services in general. Table 4.2: Scale Measuring in Survey Questionnaire at Part C Please indicate the degree to which you agree with the following statements: 35. In general, I am satisfied with library support for my learning, research and for teaching needs Strongly Disagree Strongly Agree iv. Part D: Comments and Suggestions The last part was open-ended questions which the participants have options to comments and identifying the difficulties/barriers while using the library, making suggestions to both their libraries and the survey researchers. 4.2 Sampling Sampling in this survey is probability sampling was quantitative style in which involving random sampling technique where the respondents are international students whom visit PSZ. Table 4.3: Total Respondent Sample Group of Respondent International Students Volume of Population Volume of Sample Number of Distribution Number of Returned Response Rate %

9 P a g e 9 Surveys were distributed at PSZ in February 2009 where 120 were distributed. However only 100 questionnaires were returned but from 100 respondents, only 90 participants completed the overall part of questions. Therefore in total, 90 valid surveys can be analyzed with a response rate of 83.33% (n=90). 4.3 Analysis Method Methods of analysis that has been used in this survey are descriptive, frequency and gap analysis. Descriptive analysis can extract the mean value to calculate for analyzed the gap analysis (Zone of Tolerance). The last analysis is reliability analysis to determine reliability from result by using coefficient (cronbach s) alpha Frequency Analysis Using this analysis is to look the frequency to identify the repeating or frequency for any circumstances in tabulate data. This analysis is simple where depends on frequency chosen by respondents. The result which is having higher frequency shows majority answer from total respondent. Part A and B uses this analysis that gathered demographic information, library usage data and 26 statements about types of services provides by library from respondent perspectives. It can be shown in table, graph and others Descriptive Analysis Using Likert Scale The purpose of this analysis is to identify the mean score for each statement in minimum, desired and perceived. This mean will be apply into LibQUAL model to analyzed the service adequacy gap (perceived minimum) and service superiority gap (perceived desired). It is also to identify the satisfaction level on respondents towards the service quality that provided by PSZ based only in perceived level. Mean of the level PSZ s quality services by using index where higher mean score in services shows the higher level of satisfaction. The method of scale measuring respondent s satisfaction level is likert scale and the analysis is descriptive (mean). The result from descriptive analysis will be applied in evaluate satisfaction on services quality provides by PSZ Gap Analysis (Zone of Tolerance) Gap analysis is to analyzed Service Adequacy Gap which is a gap between perceived services and minimum level acceptable. Service Superiority Gap, which is a gap between perceived services and desired services that wanted by customers (expectations) based on Zone of Tolerance concept. The Service Adequacy Gap is to measure if services provide achieved or exceeding the minimum level of respondent perspectives and the Service Superiority Gap is to measure if services provide achieved or exceeding the desired level of respondent perspectives. It has been used to identify how much level of services needs to make an improvement to achieved customer expectations.

10 P a g e Reliability Analysis Reliability analysis has been used to measure the level of reliability research method that has been used with coefficient (cronbach s) alpha method. 5.0 RESULTS AND FINDINGS 5.1 Finding 1: International Students Perception Analysis On Perpustakaan Sultanah Zanariah (PSZ) Services Performance Using LibQUAL Model To achieving the first objective, descriptive and gap analysis has been used. Descriptive analysis used is to obtain mean score for each statement in minimum, desired and perceived. This mean will be apply into LibQUAL model to analyzed the service adequacy gap (perceived minimum) and service superiority gap (perceived desired). Table 5.1 below shows mean score for minimum, desired and perceived level with two gap quality. It shows service superiority gap (perceived desired) for all statements in each types of services provides by library is negative. It means, level of service quality is not fulfilling respondent expectations (desired). However, service adequacy gap (perceived minimum) is positive. The conclusion is, even library quality services do not fulfill respondent expectations (desired), but it has exceeding minimum level of quality services provides by library. Table 5.1: Score Mean of Minimum, Desired, Perceived and Quality Gap on Types of Services No. When it comes to PSZ Minimum Desired Perceived Service Adequacy Gap Service Superiority Gap Library Staff 1. Library staff are polite and friendly Library staff are readily available to provide assistance and response in timely manner 3. Library staff are knowledgeable and answer inquiries accurately and clearly Library Services 4. Library provide sufficient user education (courses / workshop / orientation) programs for international students 5. Library provide printed / online guides Library provide multilingual user services 7. Library courses / workshop / orientation meet my needs

11 P a g e Library opening hour meet my needs Library circulation policies meet my needs 10. Library provides Reserve services Interlibrary loans requests are followed through and prompt 12. Books and journals reshelved quickly Library Collection 13. Library online catalog is easy to search 14. Books in my discipline are sufficient Books in my leisure readings are sufficient 16. It is easy to locate library materials in the stacks 17. Library webpage provide clear and useful information 18. Library has extensive database and E Journals 19. Electronics resources are accessible from my home/office 20. Electronics resources are free of charge 21. It ease to search electronic resources Library as Place 22. Library provides sufficient photocopiers and printing stations 23. Library provides sufficient computers workstations for students 24. Library provides wireless connections Library has sufficient seating and study areas 26. Library is comfortable, clean and well lighted TOTAL As conclusion, based on table 5.1, it can be concluded that the library services quality based on LibQUAL model shows 6.75 for the perceived level services with gap to fulfill customer expectations (desired) is However, library services quality has exceeding minimum level services with Finding 2: Analysis Customer Satisfaction Level on Perpustakaan Sultanah Zanariah (PSZ) Quality Services To achieving the second objective, descriptive analysis has been used. It is to obtain mean score for only perceived statement which is in this study it represent the level of customer

12 P a g e 12 satisfaction by using the 9-point Likert Scales. Higher score mean shows strongly satisfy / agree response while lowest mean score shows strongly dissatisfy / disagree response from customer. Table 5.2 below shows mean score for perceived level in different types of services based on determining aspects services. Overall, based on descriptive analysis for services provided by PSZ, almost respondent satisfy. Table 5.2: Mean Score on Customer Satisfaction Level No. When it comes to PSZ Mean Satisfaction Level Library Staff 1. Library staff are polite and friendly 7.31 Satisfy 2. Library staff are readily available to provide assistance and response in timely manner 7.13 Satisfy 3. Library staff are knowledgeable and answer inquiries accurately and clearly 7.04 Satisfy Library Services Satisfy 4. Library provide sufficient user education (courses / workshop / orientation) programs for international students 6.59 Satisfy 5. Library provide printed / online guides 6.78 Satisfy 6. Library provide multilingual user services 6.68 Satisfy 7. Library courses / workshop / orientation meet my needs 6.66 Satisfy 8. Library opening hour meet my needs 6.13 Moderate satisfy 9. Library circulation policies meet my needs 6.71 Satisfy 10. Library provides Reserve services 6.92 Satisfy 11. Interlibrary loans requests are followed through and prompt 6.97 Satisfy 12. Books and journals reshelved quickly 6.94 Satisfy Library Collection 13. Library online catalog is easy to search 7.06 Satisfy 14. Books in my discipline are sufficient 6.90 Satisfy 15. Books in my leisure readings are sufficient 6.87 Satisfy 16. It is easy to locate library materials in the stacks 6.68 Satisfy 17. Library webpage provide clear and useful information 6.93 Satisfy 18. Library has extensive database and E-Journals 6.68 Satisfy 19. Electronics resources are accessible from my home/office 6.54 Satisfy 20. Electronics resources are free of charge 7.08 Satisfy 21. It ease to search electronic resources 6.99 Satisfy Library as Place 22. Library provides sufficient photocopiers and printing stations 6.32 Moderate satisfy 23. Library provides sufficient computers workstations for students 7.06 Satisfy 24. Library provides wireless connections 6.36 Satisfy 25. Library has sufficient seating and study areas 7.63 Satisfy 26. Library is comfortable, clean and well lighted 8.00 Strongly satisfy As conclusions from table above, based on descriptive analysis shows has two types of services obtained moderate satisfy form customer. These two are, is it library provides sufficient photocopiers and printing stations from aspect of Library as Place and library opening hour meet customer needs from Library Services aspect. For this statement, it can be concluded that photocopiers and printing stations and also opening hour is still not achieved customer satisfaction level.

13 P a g e 13 Table 5.3 below shows mean score for library service quality in general based on respondent experience. Based on analysis, it shows almost respondent satisfy on service quality provided by PSZ. Table 5.3: Mean Score on Library Services Quality in General No. Please indicate the degree to which you agree with the following statements: Mean Satisfaction Level 27. The library aids my advancement in my academic discipline 6.76 Satisfy 28. The library enables me to be more efficient in my academic pursuits 6.56 Satisfy 29. The library helps me distinguish between trustworthy and untrustworthy information 6.51 Satisfy 30. The library provides me with the information skills I need in my study or work Moderate 6.13 satisfy 31. In general, I am satisfied with the way in which I am treated at the library 6.42 Satisfy 32. In general, I am satisfied with library support for my learning, research and for teaching needs 6.94 Satisfy 33. How would you rate overall quality of the service provided by the library? 6.68 Satisfy 34. The library aids my advancement in my academic discipline 6.70 Satisfy As a conclusion from table above, only question number 30 get response moderate satisfy. This is statement about the library provides customers with the information skills they need in their study or work. Other statement, overall respondent satisfy with services quality provided by library. 6.0 CONCLUSION As a conclusion, the international students perception on service quality provided by PSZ is complex and they have their own perception where depends on situation and surrounding that have been through past and nowadays. This study consists of service quality that applied the gap LibQUAL model. This model is an analytical approach in measuring differentiate customer perceived (perception) and desired (expectations) on providing service quality. Based on the analysis and result, shows the services quality level on the each aspects which determine at PSZ overall is less satisfy. This is because have a comments and suggestions from some of respondent in this study. However, the level of customer satisfaction on services provided by PSZ shows level which is likely satisfies. Many thing must be done by PSZ to improve and enhance their services provided as an organization that is sensitive on behavior and needs by their customer especially students. PSZ must taking consideration into important thing by students and look quality from their perspective and not from management only. PSZ also must identify advantages and disadvantages of service quality aspects at an organization, thus they more easier classified amount of resources in contribute and enhancement of service quality to external customer. Suggestion for further research is must implemented to measuring concept and service quality always improves from time to time. From result, have some limitations and outputs from this study contribute the several questions that have must do in further research which are the application LibQUAL model based on SERVQUAL is a measuring services quality library instrument where it is more quantitative because this instrument limitation is close ended design.

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