A MODEL FOR MEASURING THE RELATIONSHIP BETWEEN SERVICE RECOVERY AND SERVICE QUALITY: A CASE STUDY AT THE PUBLIC UNIVERSITY LIBRARY

Abstract

The study aimed to investigate the critical success factors of service recovery towards service quality at the National University of Malaysia (UKM) library. The study also proposes a model of systematic complaint management which applied to academic library as a tool of service recovery. The variables included in this research are empowerment, culture and psychology, management system, compensation and speed of recovery as the independent variables and service quality as the dependent variable. A questionnaire was designed and used as the data gathering instrument based on past research. A total of 315 samples were successfully gathered from 377 questionnaires distributed among the regular users of Tun Seri Lanang Library (UKM). Based on the generated results, it’s proven that there is a positive significant relationship between service recovery and service quality (r = 0.632**, p = 0.000) at the 1 per cent significance levelService recovery, Complaint management, Service quality, Library