The purpose of this study was to investigate ‘users’ perception on the performance of library staff’s attitude in an academic library, which is the Perpustakaan Tun Abdul Razak (PTAR), Universiti Teknologi MARA (UiTM) Shah Alam. The library staff in PTAR 1 and PTAR 2 were assessed based on their attitudes in terms of reliability, responsiveness and assurance. The conceptual framework was divided into two parts, which were independent variables and dependent variable. The independent variables or also known as causes variables had three (3) dimensions to be measured or evaluated by the researcher in this study. The three (3) variables were reliability, responsiveness and assurance while the dependent variable or known as effect variable is users’ perception on library staff’s attitude.
These independent variables were adopted from SERVQUAL model and there is only three SERVQUAL dimensions taken in constructing this conceptual framework. Specifically this tool that was developed by Parasuraman, Zeithaml and Berry in year 1988 is widely adopted by academic libraries in the United States of America (Nitecki & Hernon, 2000). Many researchers of various subject areas contribute and adapt SERVQUAL as the instrument to assess service quality in library setting. The SERVQUAL instrument measures quality from the customer’s perspective based on five dimensions (RATER) reflecting the core criteria that customers find most important in judging quality. It consists of reliability, assurance, tangibles, empathy and lastly is responsiveness. The dependent variable for those dimensions by Parasuraman, Zeithaml and Berry is customer satisfaction (Kiran, 2010). Figure 1 is the conceptual framework for this paper.
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