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CAIS User Satisfaction Survey 2009

 

Report on Survey Results

Conducted by Research Support & Outreach Services Unit, CAIS

 

Introduction

The Centre for Academic Information Services (CAIS), Universiti Malaysia Sarawak (UNIMAS) was established in early 1993 and started its operation in the new building on 6 February 2006. The Centre offers a variety of services and facilities which are specially designed to embody the essence of Knowledge, Skills and Creativity.

A user survey was undertaken in October 2009 to obtain feedback from users on their awareness and view of CAIS services. The survey forms were distributed in the Centre, faculties and residential colleges in the campus. From the 2000 copies of questionnaires distributed, 1079 representing 54 % were completed and returned.

Objectives
The objective of the survey is to investigate whether users are extremely aware and satisfied with the services provided by the Centre. In addition to that, this survey also serves as the Centre’s assessment plan to develop and brand/re-brand the core services to be more commercialized and beneficial to the campus community.

Measurement Level of Satisfaction
The evaluation scale of the survey are based on the:
• Your Awareness of Our Services: “Well Aware and /or Well Used”, ‘Aware and/or Used”, “Heard of and/or Sometimes Use” and “Unaware and/or Never Used”.
• Your View of Our Services: “Excellent”, “Good”, “Satisfactory” and “Poor”.

Survey Results

Who responded to the Survey?

1. Gender:
• 66 % of the respondents are female.
• 34 % of the respondents are male.

2. Your status at Unimas:
• 81 % of the respondents were students.

Category No of Responses % of Total
Undergraduate 831 77%
Postgraduate 42 4%
Academic Staff 121 11%
Non-Academic Staff 76 7%
Visitor 9 1%
Total 1079 100%

3. Your Faculty/Institute/Centre/Department:
• 61.6 % of the respondents are from the Centre/Library.

F/I/C/D No of Responses % of Total
CAIS 619 57.3%
FRST 97 9%
FE 86 8%
FACA 71 6.6%
FCIT 55 5%
Medical Library 46 4.3%
FSS 35 3.2%
FCSH 34 3.2%
FMHS 15 1.4%
FEB 11 1%
CLS 10 1%
Total 1079 100%

How aware are the respondents with the Centre’s services?

4. How AWARE are you of our services : at least accumulative of Well Aware, Aware and Heard of Measurement Scale.
• 84 % Respondents are aware/use of our Printed Book Collection
• 80 % Respondents are aware/use of our e-books Collection
• 80 % Respondents are aware/use of our Printed Serial Collection
• 84 % Respondents are aware/use of our e-journal
• 89 % Respondents are aware/use of our Online Databases
• 86 % Respondents are aware/use of our Reference Services
• 84 % Respondents are aware/use of our Circulation Services
• 81 % Respondents are aware/use of our ILL & Document Delivery Services
• 73 % Respondents are aware/use of our Special Collection at Level 3
• 74 % Respondents are aware/use of our Media Collection at Level G
• 89 % Respondents are aware/use of our OPAC
• 88 % Respondents are aware/use of our Staff

Remark: Well Aware = Well Used, Aware = Used, Heard of = Sometimes Use, Unaware = Never Used

Services Well Aware Aware Heard of Unaware TOTAL
Printed Book Collection 248 318 337 176 1079
e-books Collection 136 350 377 216 1079
Printed Serial Collection 129 333 401 216 1079
e-journal 226 327 350 176 1079
Online Databases 287 343 329 120 1079
Reference Services 216 366 349 148 1079
Circulation Services 279 302 326 172 1079
ILL & Document Delivery Services 208 332 335 204 1079
Special Collection at Level 3 135 286 367 291 1079
Media Collection at Level G 151 295 355 278 1079
OPAC 405 302 250 122 1079
Staff 273 404 274 128 1079

How satisfied are the respondents with the Centre’s services?

5. How would you RATE our services : at least accumulative of Excellent, Good and Satisfactory of Measurement Scale.
• 93 % Respondents are satisfied of our Printed Book Collection
• 91 % Respondents are satisfied of our e-books Collection
• 90 % Respondents are satisfied of our Printed Serial Collection
• 91 % Respondents are satisfied of our e-journal
• 94 % Respondents are satisfied of our Online Databases
• 88 % Respondents are satisfied of our Reference Services
• 87 % Respondents are satisfied of our Circulation Services
• 90 % Respondents are satisfied of our ILL & Document Delivery Services
• 89 % Respondents are satisfied of our Special Collection at Level 3
• 90 % Respondents are satisfied of our Media Collection at Level G
• 93 % Respondents are satisfied of our OPAC
• 93 % Respondents are satisfied of our Staff

Services Excellent Good Satisfactory Poor TOTAL
Printed Book Collection 192 427 387 73 1079
e-books Collection 122 425 440 92 1079
Printed Serial Collection 132 413 427 107 1079
e-journal 180 419 381 99 1079
Online Databases 195 440 374 70 1079
Reference Services 179 364 409 127 1079
Circulation Services 137 386 421 135 1079
ILL & Document Delivery Services 209 372 392 106 1079
Special Collection at Level 3 127 419 415 118 1079
Media Collection at Level G 133 393 440 113 1079
OPAC 295 419 292 73 1079
Staff 240 440 325 74 1079

6. How satisfied are you with the services provided by the Centre?
• 12 % respondents are extremely satisfied.
• 73 % respondents are satisfied.
• 13 % respondents are not satisfied
• 2 % respondents are extremely not satisfied

Services Extremely Satisfied Satisfied Not Satisfied Extremely Not Satisfied TOTAL
Overall Satisfaction 133 789 138 19 1079

 

 

 

 

 

 

 

 

 

 

 

 

Result Analysis For Academic Staff

Satisfaction Survey

How aware are you of our services?

How would you rate our services?

 

Result Analysis For Undergraduate Students

Satisfaction Survey

How aware are you of our services?

How would you rate our services?

 

Result Analysis For Postgraduate Students

Satisfaction Survey

How aware are you of our services?

How would you rate our services?

 

Result Analysis For Non-academic staff

Satisfaction Survey

How aware are you of our services?

How would you rate our services?