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A constant concern of academic institutions has been to improve the customer satisfaction in university libraries. The service quality within academic library context is pivotal for satisfying customers by meeting the customers' needs to create loyalty amongst customers. This research uses LibQual to analyze the gap between customer's perception and expectation, concerned with the services at the University Sultan Zainal Abidin (UniSZA) Library. There are six dimensions in service quality; namely general services, search for materials, library collection, staff, environment and environment, considered for this empirical research. The purpose of this paper is to 1) know service quality dimensions that satisfy the customers and 2) to observe the impact of service quality on customer satisfaction. The research methodology is carried out using a questionnaire survey distributed among 170 samples through simple random sampling. The data obtained was analyzed by using covariance-based structural equation modeling and importance-performance analysis. The results suggest that quality of service had a significant impact on customer satisfaction. Among the service quality dimensions, library environment and general service were viewed as high importance and strong performance index. Implication for research and practice resulting from these findings were also discussed.

The increasing numbers of public and private hospitals have resulted in the competitive environment in healthcare industry. This situation needs cooperation and support from the hospitals to focus on setting up compelling hospital image and providing satisfaction to the patients to ensure and secure their loyalty. Therefore, providing a high Service Quality will ensure the patients' satisfaction and loyalty to keep on tapping the service provided. This study reports on a research finding that undertakes to analyze the effect of Image and Service Quality provided by the hospital towards patients' satisfaction and loyalty in public hospital in Terengganu. Structural Equation Modelling (SEM) was used to test the proposed hypothesis model in the study. The finding of this study illustrates that although hospital image did not have any effect on the patients' loyalty, but it had a big impact on patients' satisfaction. Furthermore, patients' satisfaction had a big impact towards patients' loyalty. This study also clarifies that the Service Quality provided by the hospital had a direct influence on the patients' satisfaction and loyalty. Hence, a high service quality provided by the hospital will influence patients' satisfaction and loyalty and a positive and compelling hospital image is an important factor to ensure the patients' satisfaction.

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Aims: Multi-group analysis can be known as modeling the moderator variable since the strength of this method to moderates the influences of exogenous on endogenous variable. Basically, researchers interest to employ such method to extend their study to be more intense and practical. Sampling: This paper work used stratified sampling which is one of the probability sampling. Thus, the parametric method can be applied as set of statistical assumption. Methodology: Thus, multi-group analysis has become convenient to be practice in second generation modeling namely Structural Equation Modeling (SEM). Nevertheless, the limitation of Covariance Based Structural Equation Modeling (CB-SEM) causes the difficulties of researchers to further their studies. Hence, Partial Least Square Structural Equation Modeling (PLS-SEM) introduced to satisfy the necessity of researchers. Truthfully, multi-group analysis is not implement Method Article