Service Quality Dimensions in Public Library: Nothern Area Experienced (Report‪)‬

INTRODUCTION The service quality is very important to be practices in public library services because the users satisfaction in based on the quality of service that they received. Service quality will lead to customer satisfaction. The concept of service quality in library was defined as the difference between library user's expectations and perceptions towards service performance (Nejati and Nejati, 2008). Based on this definition, the service quality is about what public library users received from public library services that leads to their behavior and satisfactory towards the services whether it is good or bad. The public library is a library which is available and accessible to all regardless of age, skill level, or ability to pay. Public library is different from other library such as school library and academic library in term of the service that serves the public with the information generally. In Malaysia, every state has public libraries that manage by Perbadanan Perpustakaan Awam Negeri and cooperate with local government respectively. In Kedah state, there are 10 main branches of public libraries in every district under the management of Perbadanan Perpustakaan Awam Negeri Kedah. In this study, the researcher's just focus on the public library in Sungai Petani that located at Jalan Pegawai and nearest of Jubli Intan Park in the area of Bandar Sungai Petani. Public library Sungai Petani is a branch that officially start operated on April 1997. Public library Sungai Petani provides services such as books circulations, journals and article, internet access for relevant information, multimedia materials and handles many programs that related to reading activities. It received around two hundred to four hundred visitors a day from all level of age and races