CUSTOMER SATISFACTION SURVEY 2024
Congratulations on being the respondent to the survey.

The Dar al-Hikmah Library, IIUM conducts this survey annually to assess the library customers’ level of satisfaction with the library services, resources, and facilities at the campus Libraries.

Please take a moment to complete this questionnaire. We will make sure that your participation is anonymous. Collected data will only be accessible to the library researchers conducting the survey.

We appreciate your cooperation. Thank you.
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PART 1 – Please choose your background information 
1. Status *
2. Category *
3. Kulliyyah/Centre/Division/Institute/Office *
4. Campus *
5. Gender *
6. Nationality *
PART 2 – Please indicate how satisfied you are with the library

A.            INFORMATION RESOURCES

To what extent are you satisfied with the following information resources:

 *
Very Dissatisfied
Dissatisfied
Somewhat Satisfied
Satisfied
Very Satisfied
Required and recommended references as listed in the Course Reading List are appropriate for my learning and research needs
Printed resources (e.g. books, journals, etc.) meet my learning and research needs
Online resources (e.g. online databases, e-books, e-thesis, e-journals etc.) meet my learning and research needs
The information resources are current and relevant

B.          SERVICES

To what extent are you satisfied with the following services: *
Very Dissatisfied
Dissatisfied
Somewhat Satisfied
Satisfied
Very Satisfied
Library Online Catalog
Library Skills Classes
Library counters services
Reference or research enquiries

C.            FACILITIES & EQUIPMENT

To what extent are you satisfied with the following facilities & equipment:

 *
Very Dissatisfied
Dissatisfied
Somewhat Satisfied
Satisfied
Very Satisfied
Reading area (Quiet/General)
Study rooms (Discussion/Carrel/Research rooms, etc.)
Computer Lab
WIFI access

D.            LIBRARY STAFF

Satisfaction with the helpfulness/timely/friendliness/convenience of the staff in dealing with library clients.

 *
Very Dissatisfied
Dissatisfied
Somewhat Satisfied
Satisfied
Very Satisfied
Library staff are professional, approachable and friendly
Library staff provide accurate answers to my enquiries
Library staff are willing to assist and provide helpful information

E.             COMMUNICATION AND PROMOTION

Satisfaction with how information is communicated (medium/speed/language used/etc.) *
Very Dissatisfied
Dissatisfied
Somewhat Satisfied
Satisfied
Very Satisfied
Signage is clear and appropriate
Library website and social media are informative and interactive
Updates on Library services, facilities and activities are prompt
Library exhibitions are enlightening and interesting
F.  How frequently do you visit the library? *
G.  What are your purposes for coming to the library? (You may select more than one answer) *
Required
H.  Overall, are you satisfied with the Library?  
Clear selection
I.   Any suggestion(s) to improve the library services?

Thank you for taking the time to complete this questionnaire. If you have any enquiries, please contact the following:

1. Dar al-Hikmah Library Gombak: 03-64214815

2. Syed Muhammad Naquib al-Attas Library: 03-64211260

3. Dar al-Hikmah Library Kuantan: 09-5704180

4. Dar al-Hikmah Library Centre for Foundation Studies: 09-5183480

5. Pagoh Campus Library: 06-9742425


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