Purpose: The aim of this research is to study quality factors that influence customer satisfaction of e-services at UiTM Shah Alam PTAR library.
Design/methodology/approach: This research adopts a correlation study to explore the quality factors that influence customer satisfaction of e-services at UiTM Shah Alam PTAR library. Data were collected using a simple random sampling that involved questionnaire distributed to 100 respondents of students randomly at UiTM Shah Alam.
Findings: This paper suggests that the quality of e-services offered by UiTM PTAR library is high. The finding is consistent with the result of multi regression s statistic performed, where the value of R2 is .778 indicates that the independent variables are validated for 77.8% of the variation in this study, meanwhile, another 22.2% of the variation cannot be explained by independent variables. It signifies that the quality offered by PTAR library e-services is at good level.
Conclusions: The finding of this study discovered that contacts were a most significant factor that influence on customer satisfaction at UiTM PTAR library e-services.
