THE INFLUENCE OF SERVICE FAIRNESS ON STUDENTS’ SATISFACTION TOWARDS LIBRARY SERVICES (PENGARUH KEADILAN PERKHIDMATAN KE ATAS KEPUASAN PELAJAR TERHADAP PERKHIDMATAN PERPUSTAKAAN)

Abstract

The goal of this study is to look at the fundamental causes of students' satisfaction
with library services. The primary objectives of this study are to examine how
students' satisfaction with library services at a public university in Malaysia is
impacted by interactional, procedural, informational, and distributive fairness. Utilizing
the Statistical Package for Social Science (SPSS), 391 responses obtained from
undergraduate and graduate students at a public university in Malaysia using
convenience sampling were examined. The findings indicate that students'
satisfaction with library services strongly correlates with interactional, procedural,
informational, and distributive fairness. Based on the findings, the library's
administration must continue to focus on the perceptions of service fairness to
enhance students’ satisfaction with library services.

Keywords: Service Fairness, Satisfaction, Library, Student.