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\setlength{\parindent}{0pt}\raggedright \textcolor{GJMediumGrey}{\rule{\textwidth}{2pt}} \vskip16pt \textcolor{GJBlue}{\large\bfseries\abstractname\space} }{% \vskip8pt \textcolor{GJMediumGrey}{\rule{\textwidth}{2pt}} \vskip16pt } \usepackage[absolute,overlay]{textpos} \makeatother \usepackage{lineno} \linenumbers \begin{document} \author[1]{Dr. Junaida Ismail} \author[2]{Aishah Musa} \author[3]{ Mahadir} \affil[1]{ Universiti Teknologi MARA (UiTM), Malaysia} \renewcommand\Authands{ and } \date{\small \em Received: 22 September 2011 Accepted: 17 October 2011 Published: 27 October 2011} \maketitle \begin{abstract} The academic library at the Research University should show quality performance. The performance of an academic library can be measured using several elements i.e. number of books on the shelves, the treatment given by the staff, the library collection is up-to-date, accurate information that can shared by the staff, accessibility to the internet, or its online database. This study is conducted to examine the service quality performance of the academic library at four (4) research universities using five (5) SERVQUAL dimensions like the library as a place, its collection, its access to information, reliability and empathy. Four (4) research universities in Malaysia were chosen to be the sample for this study namely Universiti Malaya (UM), Universiti Kebangsaan Malaysia (UKM), Universiti Sains Malaysia (USM) and Universiti Putra Malaysia (UPM). The five SERVQUAL dimensions used in this study show a significant positive relationship with the performance of the academic library and this result are in line with the previous researches done by Collen & Fred (2001), Junaida, Aishah, Mahadir, Sharunizam, Siti Hajjar & Afida (2011), Narit & Haruki (2003) and Ashok Kumar (2007). The essential lesson that all academic libraries in Malaysia can learn from this study is the academic libraries should adapt the five SERVQUAL dimensions in their daily services to enhance their performance, the loyalty and the satisfaction of their users. \end{abstract} \keywords{Academic Library, SERVQUAL, Perfor- mance, Research University, Malaysia} \begin{textblock*}{18cm}(1cm,1cm) % {block width} (coords) \textcolor{GJBlue}{\LARGE Global Journals \LaTeX\ JournalKaleidoscope\texttrademark} \end{textblock*} \begin{textblock*}{18cm}(1.4cm,1.5cm) % {block width} (coords) \textcolor{GJBlue}{\footnotesize \\ Artificial Intelligence formulated this projection for compatibility purposes from the original article published at Global Journals. However, this technology is currently in beta. \emph{Therefore, kindly ignore odd layouts, missed formulae, text, tables, or figures.}} \end{textblock*} \let\tabcellsep& \section[{I. INTRODUCTION \& LITERATURE REVIEW}]{I. INTRODUCTION \& LITERATURE REVIEW}\par here are four \hyperref[b3]{(4)} research universities in Malaysia namely, Universiti Sains Malaysia (USM), Universiti Putra Malaysia (UPM), Universiti Malaya (UM) and Universiti Kebangsaan Malaysia (UKM). As a part of the entity in a Research University the academic library should play a vital role to achieve the goals in providing and sharing up-to-date knowledge to the community of the Research University.\par The academic library should play a significant role and performs its task as a center of knowledge and parallels its performance to the research university status. With this it can encourage the researchers to come and get the services from the academic library at the Research University (RU).\par In previous researches, the performance and worth of an academic library in meeting the users' needs were measured using several instruments i.e. the size of collections, budget, expenditure and staff \hyperref[b7]{(Nitecki \&Franklin, 1999)}.\par The academic library performance refers to the implementation of the service quality dimension in delivering their services and meeting the users' needs. A previous study by {\ref Collen \& Fred (2001)} showed that all SERVQUAL dimensions have a positive relationship with the performance of an academic library.\par Besides that, the research conducted by Junaida, Mahadir, Siti Hajjar, Sharunizam \& Kamaruzaman Jusoff (2009) showed that the reliability dimension plays an important role in the performance of an academic library.\par Therefore, the objective of this study is to measure the five (5) SERVQUAL dimensions in providing quality services performance in the academic libraries at the Research Universities (RUs).\par The five (5) dimensions are library as a place, its collection, and its access to information, reliability and empathy.\par It is hoped that by utilizing these five (5) dimensions, the academic libraries in Malaysia are able to maintain their performance and influence the users to visit and fully utilize the services that they offer. Besides, the academic library at the Research University (RU) also is able to uphold its performance in giving the best service as a center of knowledge for the community of the Research University. The data used in this study are the primary data where the participants answer a series of questions regarding the data needed to describe the research libraries in today's environment.\par The SERVQUAL instrument is a questionnaire that is distributed based on stratified random sampling to the four RUs in Malaysia. It consists of 48 statements. In addition, a set of demographic questions are included.\par Statistical analysis such as the descriptive analysis, cross-tabulation and correlation are applied in the analysis in order to test the hypotheses developed for the research. \section[{c) Results}]{c) Results} \section[{i. Descriptive Analysis}]{i. Descriptive Analysis}\par Table \hyperref[tab_1]{1} shows that the ratio of male to female respondents is 1:2 where 33.3\% (82 respondents) were male and female respondents comprised of 66.7\% (164 respondents) of the respondents. It shows that in the four RUs most of their communities are female students. Table \hyperref[tab_3]{3} shows the school distribution among the respondents. In total, there were sixteen schools involved in this study. The biggest number of respondents was 131 respondents (53.3\%) chose 'others' category (Islamic Studies, Environmental Studies, Aerospace Engineering, Civil Engineering, Law, Forestry, Agricultural, Veterinary Medicine, Food Science \& Tech, Human Ecology, Health Science, Dentistry), followed by the School of Social Science (28 -11.4\%), School of Humanities (19 -7.7\%), School of Educational Studies (14 -5.7\%) and the School of Management (13 -5.3\%).\par The School of Computer Sciences and the School of Mathematical Sciences with 7 respondents (2.8\%) respectively, followed by the School of Language, Literacy and Translation and the School of Biological Sciences with 6 respondents (2.4\%) respectively. In addition, the School of Arts (4 -1.6\%), followed by the School of Communication, the School of Physics, the School of Chemical Sciences (3-1.2\%) respectively; and the School of Housing, Building and Planning and the School of Industrial Technology with 1 respondent (0.4\%) each. Table \hyperref[tab_4]{4} reveals the analysis of the Research University and frequency of library use. There are four (4) Research Universities involved in this study namely; Universiti Malaya (UM), Universiti Kebangsaan Malaysia (UKM), Universiti Sains Malaysia (USM) and Universiti Putra Malaysia (UPM). Besides that, there are five (5) levels of library usage identified; very often, often, sometimes, rarely and never.\par Twelve respondents (36.4\%) from Universiti Kebangsaan Malaysia used the library 'very often' followed by Universiti Putra Malaysia (7 -11.7\%), Universiti Malaya (6 -5.2\%) and lastly Universiti Sains Malaysia (4 -10.8\%).\par As for using the library 'often', the highest number of respondents were from UPM (36 -60\%), followed by UM (32 -27.6\%), UKM (14 -42.4 \%) and lastly USM.\par Sixty one respondents (52.6\%) from UM recorded using the library 'sometimes' followed by USM (18 -48.6\%), UPM (16 -26.6\%) and UKM (5 -15.1\%).\par The highest number of respondents from UM (15 -12.9\%) used the library 'rarely' followed by UKM (2 -6\%), USM (2 -5.4\%) and UPM (1 -1.7\%).\par As for 'never' using the library, two respondents were from UM (1.7\%), followed by USM (1-2.7\%).\par In the nutshell, the data showed that 100 respondents claimed using the academic library 'sometimes'.\par With that we can assume that the academic libraries in RUs are fully utilized by their students in dealing with any kind of activities i.e. group discussion, study, research or any activities that support their learning environment. It also supports that the library is really important among the students and able to meet their needs as a center of knowledge repository and information. ii. Correlation Analysis Table \hyperref[tab_5]{5} shows the values of the Pearson's Correlation Co-efficient for all dimensions, against the dependent variable, Service Quality. The value of the empathy dimension co-efficient was non-zero, indicating there is a relationship between each of the dependent variable and the dependent variable.\par The strength of the relationship between the empathy dimension and the library performance was 0.724 co-efficient.\par Since the sign of each of the co-efficient is positive, the relationship between the independent and dependent variables is a positive one. Thus, all the Null hypotheses identifies are rejected.\par This result contradicts with the results of the previous research conducted by \hyperref[b2]{Junaida et al. (2009)} in one of the Research Universities; USM showed the influence of the reliability dimension is the strongest compared to other dimensions of SERVQUAL in determining the performance of the academic library. \begin{figure}[htbp] \noindent\textbf{}\includegraphics[]{image-2.png} \caption{\label{fig_0}}\end{figure} \begin{figure}[htbp] \noindent\textbf{1} \par \begin{longtable}{P{0.3367924528301887\textwidth}P{0.27264150943396226\textwidth}P{0.24056603773584903\textwidth}} Gender\tabcellsep Frequency\tabcellsep \%\\ Male\tabcellsep 82\tabcellsep 33.3\\ Female\tabcellsep 164\tabcellsep 66.7\\ Total\tabcellsep 246\tabcellsep 100.0\end{longtable} \par \caption{\label{tab_1}Table 1 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{2} \par \begin{longtable}{P{0.4026315789473684\textwidth}P{0.2535087719298245\textwidth}P{0.193859649122807\textwidth}} Mode\tabcellsep Frequency\tabcellsep \%\\ Full time\tabcellsep 216\tabcellsep 87.8\\ Part time\tabcellsep 30\tabcellsep 12.2\\ Total\tabcellsep 246\tabcellsep 100\end{longtable} \par \caption{\label{tab_2}Table 2 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{3} \par \begin{longtable}{P{0.85\textwidth}} School\end{longtable} \par {\small\itshape [Note: © 2011 Global Journals Inc. (US)]} \caption{\label{tab_3}Table 3 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{4} \par \begin{longtable}{P{0.05146137787056367\textwidth}P{0.062108559498956155\textwidth}P{0.14373695198329856\textwidth}P{0.16148225469728603\textwidth}P{0.154384133611691\textwidth}P{0.15083507306889352\textwidth}P{0.12599164926931106\textwidth}} \tabcellsep \tabcellsep Universiti Malaya\tabcellsep Universiti Kebangsaan Malaysia\tabcellsep Universiti Sains Malaysia\tabcellsep Universiti Putra Malaysia\tabcellsep Total\\ \tabcellsep Very Often\tabcellsep 6 (5.2\%)\tabcellsep 12 (36.4\%)\tabcellsep 4 (10.8\%)\tabcellsep 7 (11.7\%)\tabcellsep 29 (11.8\%)\\ \tabcellsep Often\tabcellsep 32 (27.6\%)\tabcellsep 14 (42.4\%)\tabcellsep 12 (32.4\%)\tabcellsep 36 (60 \%)\tabcellsep 94 (38.2\%)\\ Frequency of Library Use\tabcellsep Sometimes\tabcellsep 61 (52.6\%)\tabcellsep 5 (15.1\%)\tabcellsep 18 (48.6\%)\tabcellsep 16 (26.6\%)\tabcellsep 100 (40.6\%)\\ \tabcellsep Rarely\tabcellsep 15 (12.9\%)\tabcellsep 2 (6.1\%)\tabcellsep 2 (5.4\%)\tabcellsep 1 (1.7\%)\tabcellsep 20 (8.1\%)\\ \tabcellsep Never\tabcellsep 2 (1.7\%)\tabcellsep 0 (.0\%)\tabcellsep 1 (2.7\%)\tabcellsep 0 (.0\%)\tabcellsep 3 (1.2\%)\\ Total\tabcellsep \tabcellsep 116 (100.0\%)\tabcellsep 33 (100.0\%)\tabcellsep 37 (100.0\%)\tabcellsep 60 (100.0\%)\tabcellsep 246 (100.0\%)\end{longtable} \par \caption{\label{tab_4}Table 4 :}\end{figure} \begin{figure}[htbp] \noindent\textbf{5} \par \begin{longtable}{P{0.85\textwidth}} Dimension\end{longtable} \par \caption{\label{tab_5}Table 5 :}\end{figure} \backmatter \par III. \subsection[{CONCLUSION}]{CONCLUSION}\par The general conclusion that can be derived from this study is all five (5) SERVQUAL dimensions are important in determining the performance of an academic library especially in a Research University. However, out of the five (5) dimensions the empathy dimension has the most influence. Hence, all the five (5) SERVQUAL dimensions should be incorporated in the daily routines of all academic libraries in Malaysia. \begin{bibitemlist}{1} \bibitem[Ismail and Musa]{b3}\label{b3} \textit{}, Junaida Ismail , Aishah Musa . Mahadir. \bibitem[ Elixir Management & Art Online Journal]{b5}\label{b5} \textit{}, \textit{Elixir Management \& Art Online Journal} 37 p. . \bibitem[Narit and Haruki ()]{b6}\label{b6} \textit{}, N Narit , N Haruki . 2003. Assessment of Library Service Quality At Thammasat University Library System". Japan: University of Library and Information Science \bibitem[Ladisma@Awis. Sharunizam Shari, Siti Hajjar Mohd Amin & Afida Arapa. (ed.) ()]{b4}\label{b4} \textit{Influence of reliability dimension on service performance for USM library}, Ladisma@Awis. Sharunizam Shari, Siti Hajjar Mohd Amin \& Afida Arapa. (ed.) 2011. \bibitem[Ismail et al. ()]{b2}\label{b2} ‘Influence of Reliability Dimension on Service Quality Performance in Northern Region Malaysia University Academic Library’. Junaida Ismail , Mahadir Ladisma , @ Awis , Siti Hajjar , MA , Sharunizam Shari \& Kamaruzaman Jusoff . \textit{Canadian Social Science Journal} 2009. 5 (4) p. . \bibitem[Kumar Sahu ()]{b0}\label{b0} ‘Measuring service quality in an academic library: an Indian case study’. Ashok Kumar Sahu . \textit{Library Review} 2007. 56 (3) p. . \bibitem[Nitecki and Franklin ()]{b7}\label{b7} ‘Perspective on new measure for research libraries’. D A Nitecki , B Franklin . \textit{The Journal of Academic Librarianship} 1999. 25 (6) p. . \bibitem[Colleen and Fred ()]{b1}\label{b1} ‘Users' perceptions of library service quality: A LibQUAL+Qualitative Study’. C Colleen , M H Fred . \textit{Library Trends} 2001. 49 (4) p. . \end{bibitemlist} \end{document}