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5. Akhir, S. F. M. (2008). LibQUAL 2004: instrumen pengukuran jurang kualiti
perkhidmatan Perpustakaan Sultanah Zanariah, Universiti Teknologi Malaysia (Doctoral
dissertation, Universiti Teknologi Malaysia). Retrieved from

http://eprints.utm.my/id/eprint/9585/1/SitiFatimahMFKSG2008.pdf

This instrument determines customer expectations by measuring two gap analyzes; the gap

between perceptions and Service Adequacy Gap and the perception and expectation gap
(Service Superiority Gap) via the Min Comparison method. Implementation of the method. This

determines the quality of service at the Sultanah Zanariah Library as well as the most critical
service quality dimensions and the highest expectations of each user groups. Based on analysis

of 129 post-graduate respondents and the first 153 degrees indicate that there are differences
in perspective to the LibQUAL measurement dimension studied from the service dimension

aspect services, information controls and library space.

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