I. INTRODUCTION
A. Terms of Reference.
On the instructions of Prof. Madya Dr. David Loh Er Fu, this report by Hizrul Ashraf Bin Mohd Razali, Muhammad Zulhaimy Bin Zamri, Mohd Istiqamah Bin Mohd Shafix and Muhammad Izwan Bin Hussain investigates the level of satisfaction on library services among part 5 Finance students in the UiTM Malacca City Campus. This report consist of 27 pages was called for on 11 April 2012 and to be submitted b 24 May 2012 together with his recommendations.

B. Background of Study
UiTM City Campus Malacca was launched on 26 Mac 2007 by the Y.A.B Ketua Menteri Melaka, Datuk Seri Haji Mohd.Ali bin Mohd.Rustam. UiTM Malacca City Campus which is situated at Jalan Hang Tuah, started its operation on 15 December 2006 and being conducted by 11 administration staff. Its academic activity started only on 3 January 2007. At 8 June 2011, UiTM Malacca’s City Campus now has 119 non-academic staffs and 188 academic staffs. Besides that, UiTM also provide many facilities and accommodation such as study hall, ICT room, and library for their students to feel suitable and better when study. Basically, in the library provide table and chair for students to study, provide space for watching television and read newspaper, provide thousands of academic and knowledge books, magazines, provide printer and photocopy machine, service for students to borrow the book, provide computer and internet service to facilitate students find information for their assignment.
University libraries today are faced with challenges on several elements such as mega book stores, online information providers, e-learning and multimedia products, document delivery services, and other competitive sources of information that seem to be threatening the role of academic libraries. As a result, university libraries may have to adopt a more strategic direction in which the creation and delivery of service satisfactions for their users play an important role. Hence, there is a need for university libraries to understand the user needs and satisfy their information and research needs, therefore support in an ongoing learning activities. In the following review, the study provides literature on user satisfaction of library services. Each year new students enter the learning environment with different needs, expectations and information gathering skills. This study stated that one element of high quality service is the incorporation of users personal needs and expectations into the development of programs and service. The concept of user satisfaction in the library literature likewise has evolved to include a broader focus on the users’ perspective of the library. User satisfaction can be defined as a personal, emotional reaction to a library service or product. User satisfaction consists of service encounter satisfaction, which the student’s satisfaction with a discrete service encounter and overall service satisfaction, the student’s overall dissatisfaction or satisfaction with the library based on all encounters and experiences with the university.

C. Problem Statement The UiTM library is used by all students for academic purposes. Sometimes, some students come to the library to find and read some materials to gain more knowledge. Students have a right to speak out and give their opinion on service provided by library. Students will always comment and complain if they are not satisfied with the library services but there is no place for them to speak out. So, we are doing this study to explore and gain the hidden opinion from some students in UiTM about library service and facilities. Everyone will react and cope with situations differently and thus we will have different expectations and experience satisfaction at different levels of intensity. The level of satisfaction among students regarding services and facilities depends on the services provided by library. Dissatisfaction can occur among students if services that are provided are not good enough, facilities in the library not operates effectively, space so narrow with mess arrangement of items and lack of information provided at the library.

D. Purpose of Study The purpose of this study to investigate the reasons why students come to library, the level of student’s satisfaction on library service and the importance of library services to them. At the same time, this study also measures the overall performance of library in UiTM Malacca. Based on final results, maybe some action can be taken to improve if any problems arise.

E. Objectives The following are the objectives of the report: I. To investigate the satisfaction level of Part 5 Finance students in UiTM Malacca on facilities and services provided in library. II. To examine the importance of the library facilities and services to Part 5 Finance students in UiTM Malacca. III. To identify the reasons for Part 5 Finance students use of the library facilities and services.

F. Significance of Study
This research is done because the researcher hopes that this report can give benefits to specific interested parties regarding the library services and facilities provided by UiTM Malacca Campus.

1.The Researcher
This research can improve our basic knowledge and to get a better understanding towards services and facilities provided in the library . The information and knowledge gather by the researcher from this research will help the researcher in preparing for the future, especially when doing another research.

2.The Respondents
The respondent can get a lot of benefits in this study because by answering the questionnaire, they can share their opinion and feeling with the researcher about their satisfaction level. Through the answer the researcher gets from respondent, the targeted respondent will know which level the library now and their awareness on existing library in their campus.

3. An University
The result of this study will be valued to an university itself as references for them to make some change or improvement on the library. This study will act as a benchmark for a university to know where their weaknesses and disadvantages. This research is important to them to give their student the best and superb environment in library to study hence help in achieving an university mission and vision.

4. The Future Researcher
The interested parties or future researcher could be able to use the information and finding gathered in this study as their references to help them in conducting the future research toward the customer perception on their product. This study will provide them more important information and ideas to further the future research. G. Limitations of Study
a) The data analyzed cannot be interpreted because we do not use SPSS data. So, the data collection was not too accurate.
b) Furthermore, the respondent was limit to one faculty that is for the finance students and one part only that is part 5 students. Because of that, we cannot expose to make a study to the entire students in the UITM Malacca City Campus.
c) In addition, this study being done only using one data collection method which is the questionnaire so the data receive may not accurate because we not using the interview and observation as the others alternative to collect the data. H. Definition of Terms 1. Literature – written information produced by people. E.g. Books and articles. 2. Evolved – change and develop into different forms 3. Discrete – ideas or things are separate and distinct from each other. 4. Intensity – the quality or condition of being intense.

ll. Procedural Methods A) Primary Sources 1. Questionnaire The questionnaire consists of 3 sections. Section A concerns of respondent personal particulars. Section B consists of 3 different questions which ask the respondents the importance, the satisfaction level on library facilities and services and the reasons for use library facilities and services. Section C shows the score of respondent’s answer. The questionnaire was rank and five point likert scale items. About 100 questionnaires were given out and all was returned. B) Secondary Sources 1. Internet We use the internet to find some information which related to our study. We also used the internet in order to find out the way to analyze our finding. We also find out how to interpret our finding into graphs and charts from the internet. 2. Articles We use published journals and articles in writing our report. All the journals and articles were our references during our study. We seek information related to our study in order to assist us in analyzing our finding and finishing our report.

lll. Data Analysis
The data were analysed using descriptive statistic such as frequencies and percentages. The data were presented in the form of chart.
Please refer to appendix B (page 20-27 )

lV. Findings
The findings of the report are as follow:
A. Proportion of respondents.

Figure 4.1: The proportion of respondents

Class

B. Reasons for using the library 1. Using the library as a work references Figure 4.2: Reason for using library as reference

Based on figure 4.2, it was found that 13.4% of the students used the library for reference work.

2. Using the library for internet and computer facilities Figure 4.3: Reason for using the library internet computer facilities.

Based on figure 4.3, it was found that 36.6% of the students used the library for the computer and internet facilities.

3. Using the library to do revision Figure 4.4: Reason for using library to do revision.

Based on figure 4.4, it was found that 15.9% of the students used the library to do their revision.

4. Using the library to do assignment Figure 4.5: Reason for using library to do assignment.

With reference to figure 4.5, it was found that 30.5% of the students go to the library to do their assignments.

5. Using the library to borrow books Figure 4.6: Reason for using library to borrow books.

With reference to figure 4.6, it was found that 17.1% of the students used the library to borrow books.

6. Using the library for other reasons Figure 4.7: Other reason for using the library.

Based on figure 4.7, it was found that 2.4% of the students used the library for other reason.

C. Satisfaction towards library facilities and services Figure 4.8: Students’ satisfaction towards library facilities and services. Library Services and Facilities Based on figure 4.8, it was found that:- 1. 3.66% of the students were not satisfied with the range of books and periodicals provided by the library. 2. 3.66% of the students were not satisfied with the information/reference enquiries provided by the library. 3. 4.88% of the students were not satisfied with photocopying service provided by the library. 4. 12.2% of the students were not satisfied with the printing service provided by the library. 5. 13.42% of the students were not satisfied with the provisions of computers/PCs at the library. 6. 8.54% of the students were not satisfied with the library catalogue provided. 7. 15.85% of the students were not satisfied with the library environment. 8. 7.32% of the students were not satisfied with the helpfulness of the library staff. D. Importance of Library facilities and services
Figure 4.9: The importance of library facilities and services to student
Library Services and Facilities Based on figure 4.9, it was found that:- 1. 35.5% of the students find the range of books and periodicals in the library are very important. 2. 35.37% of the students find the information/reference enquiries are very important. 3. 29.27% of the students find the photocopying service provided by the library is very important. 4. 32.93% of the students find the printing service provided by the library is very important. 5. 35.37% of the students find the provision of computer/Pcs by the library is very important. 6. 13.41% of the students find the library catalogue provided is very important. 7. 34.15% of the students find the library environment is very important. 8. 43.9% of the students find the helpfulness of the library staff is very important. V. Conclusions
1. Reason for using the library
a) The first reason for students to go to library is to use the computer and internet facilities with most number of the respondents choosing the reason.
b) The second reason for students to go to library is to do their assignment with second highest number of the respondents choosing the reason.
c) The third reason for students to go to library is to borrow books with third highest number of the respondents choosing the reason.

2. Students satisfaction towards library facilities and services
a) Firstly, the students are most unsatisfied with library environment at the library with the highest number students answering unsatisfied.
b) Secondly, the students are unsatisfied with the provision of computer/Pcs at with second highest students answering unsatisfied.
.

3. The importance of library facilities and services to students
a) Students feel that helpfulness of the library staff is the most important with majority of students answering very important.
b) Students feel that range of books and periodicals, information/reference enquiries, and provision of computer/PCs are equally important with second highest number of the students answering very important.

VI) Recommendations
In line with the conclusions, it can be recommended that:
1. Reason for using the library
The library should maintain and if possible upgrade the computer and internet service provided because it was the most important reason for students to go to library. Another important reason for students to go to library is doing assignments. So the library should improve the space and add more tables and chairs provided for students because students need to use it to do their assignments. The next third important reason for students to use the library is for borrowing books. So, the library should improve the book borrowing system to simplify the process.
2. Students satisfaction towards library facilities and services
The students are feeling most unsatisfied with the library environment, so they should improve the environment so the students will feel comfortable at the library. The other facilities that the students are not satisfied are the computer/PCs and printing service provided. To overcome this, the library should increase the number of computer/PCs and printer provided at the library.
3. The important of library facilities and services to students Library staff should maintain and improve their friendliness towards students because they fell that the helpfulness of the library staff is the most important. The staffs can also attend seminar or courses to improve their friendliness. The library should improve the range of books and periodicals, information/reference enquiries and provision of computer/PCs because the students feel that they were equally important. This can be done by updating the range of books and periodicals and adding more computer/PCs.

Bibliography
1. Coleman, V, Blair, L and Chollet, B. May 1997. Toward a TQM paradigm: Using
Servoqual to measure library service quality. College & Research Libraries, Vol. 58:
237-51.

2. Hernon, P. and Altman, E. 1996. Service quality in academic libraries. Norwood, N. J.:
Ablex Publishing Co.

3. Hernon, P. and Calvert, P. Sept. 1996. Methods for measuring service quality in university libraries in New Zealand. Journal of Academic Librarianship, Vol. 22, no.1:
387-91.

4. Norliya Ahmad Kassim and Khasiah Zakaria. 2006. Users’ Perceptions on the
Contributions of UiTM Libraries in Creating a Learning Environment. Research
Report. Shah Alam: Universiti Teknologi MARA.

5. Nitecki, D. A. May 1996. Changing the concept and measure of service quality in academic libraries. Journal of Academic Librarianship, Vol. 22, no.3: 181-90.

Appendices
Appendix A (Sample of Questionnaire)

Appendix B (Data Analysis)
Section A
Table 1.1: Personal detail Class | No. of male | No. Of female | A | 1 | 11 | B | 4 | 4 | C | 7 | 8 | D | 7 | 0 | E | 2 | 14 | F | 0 | 9 | G | 3 | 12 |

Section B

Table 1.2: Reason of student to come to the library
References
Rank | No. of student | Percentage | 1 | 11 | 13.41% | 2 | 19 | 23.75% | 3 | 23 | 28.05% | 4 | 18 | 21.95% | 5 | 11 | 13.41% | 6 | 0 | 0 |

Revision Rank | No. of student | Percentage | 1 | 13 | 15.85% | 2 | 24 | 29.27% | 3 | 18 | 21.95% | 4 | 12 | 14.63% | 5 | 14 | 17.07% | 6 | 1 | 1.22% |

Borrowing book Rank | No. of student | Percentage | 1 | 14 | 17.07% | 2 | 13 | 15.15% | 3 | 12 | 14.63% | 4 | 13 | 15.85% | 5 | 30 | 36.59% | 6 | 0 | 0 |

Internet Rank | No. of student | Percentage | 1 | 30 | 36.59% | 2 | !3 | 15.85% | 3 | 15 | 18.29% | 4 | 16 | 19.51% | 5 | 8 | 9.76% | 6 | 0 | 0 |

Doing assignment Rank | No. of student | Percentage | 1 | 25 | 30.49% | 2 | 14 | 17.07% | 3 | 13 | 15.85% | 4 | 21 | 25.61% | 5 | 9 | 10.98% | 6 | 0 | 0 |

Other Rank | No. of student | Percentage | 1 | 2 | 2.44% | 2 | 1 | 1.22% | 3 | 0 | 0 | 4 | 2 | 2.44% | 5 | 1 | 1.22% | 6 | 76 | 92.68% |

Table 1.3: The satisfied by using library and services
Range of books and periodicals | No. of student | Percentage | Very satisfied | 21 | 25.61% | Fairly satisfied | 29 | 35.37% | Neutral | 29 | 35.37% | Fairly unsatisfied | 2 | 2.44% | Very unsatisfied | 1 | 1.22% |

Information/ reference enquiries | No. of student | Percentage | Very satisfied | 23 | 28.05% | Fairly satisfied | 27 | 32.93% | Neutral | 29 | 35.37% | Fairly unsatisfied | 3 | 3.66% | Very unsatisfied | 0 | 0 |

Photocopying service | No. of student | Percentage | Very satisfied | 15 | 28.05% | Fairly satisfied | 34 | 32.93% | Neutral | 29 | 35.37% | Fairly unsatisfied | 4 | 4.88% | Very unsatisfied | 0 | 0 |

Printing service | No. of student | Percentage | Very satisfied | 15 | 18.29% | Fairly satisfied | 30 | 36.59% | Neutral | 27 | 32.93% | Fairly unsatisfied | 9 | 10.98% | Very unsatisfied | 1 | 1.22% |

Provision of computer/PCs | No. of student | Percentage | Very satisfied | 10 | 12.20% | Fairly satisfied | 34 | 41.46% | Neutral | 27 | 32.93% | Fairly unsatisfied | 8 | 9.76% | Very unsatisfied | 3 | 3.66% |
Library catalogue | No. of student | Percentage | Very satisfied | 7 | 8.54% | Fairly satisfied | 16 | 19.51% | Neutral | 52 | 63.41% | Fairly unsatisfied | 6 | 7.32% | Very unsatisfied | 1 | 1.22% |

Library environment | No. of student | Percentage | Very satisfied | 10 | 12.20% | Fairly satisfied | 33 | 40.24% | Neutral | 26 | 31.71% | Fairly unsatisfied | 11 | 13.41% | Very unsatisfied | 2 | 2.44% |

Helpfulness of the library staff | No. of student | Percentage | Very satisfied | 27 | 32.93% | Fairly satisfied | 32 | 39.02% | Neutral | 17 | 20.73% | Fairly unsatisfied | 2 | 2.44% | Very unsatisfied | 4 | 4.88% |

Table 1.4: The important of using library facilities and services

Range of books and periodicals | No. of student | Percentage | Very important | 29 | 35.37% | Fairly important | 33 | 40.24% | Neutral | 16 | 19.51% | Fairly unimportant | 2 | 2.44% | Very unimportant | 2 | 2.44% |

Information/ references enquiries | No. of student | Percentage | Very important | 29 | 35.37% | Fairly important | 26 | 31.71% | Neutral | 24 | 29.27% | Fairly unimportant | 1 | 1.22% | Very unimportant | 1 | 1.22% |

Photocopying service | No. of student | Percentage | Very important | 24 | 29.27% | Fairly important | 28 | 34.15% | Neutral | 24 | 29.27% | Fairly unimportant | 6 | 7.32% | Very unimportant | 0 | 0 |

Printing service | No. of student | Percentage | Very important | 27 | 32.93% | Fairly important | 24 | 29.27% | Neutral | 25 | 30.49% | Fairly unimportant | 6 | 7.32% | Very unimportant | 0 | 0 |

Provision of computer/PCs | No. of student | Percentage | Very important | 29 | 35.37% | Fairly important | 31 | 37.80% | Neutral | 18 | 21.95% | Fairly unimportant | 2 | 2.44% | Very unimportant | 2 | 2.44% |

Library catalogue | No. of student | Percentage | Very important | 11 | 13.41% | Fairly important | 26 | 31.71% | Neutral | 35 | 42.68% | Fairly unimportant | 8 | 9.76% | Very unimportant | 2 | 2.44% |

Library environment | No. of student | Percentage | Very important | 28 | 34.15% | Fairly important | 32 | 39.02% | Neutral | 17 | 20.73% | Fairly unimportant | 4 | 4.88% | Very unimportant | 1 | 1.22% |

Helpfulness of the library staff | No. of student | Percentage | Very important | 36 | 43.90% | Fairly important | 30 | 36.59% | Neutral | 13 | 15.85% | Fairly unimportant | 2 | 2.44% | Very unimportant | 1 | 1.22% |