Analysis Of Library Saleh Adiwinata User Satisfaction Using The LibQual+TM Method
Abstract
Background: The level of user satisfaction serves as an indicator of the effectiveness and overall performance of a library. The provision of high-quality library services plays a crucial role in attaining customer satisfaction. Quality services have the potential to deliver favorable experiences to users, enhance the accessibility of library collections, and effectively address the information requirements of users.
Purpose: The aim of this study is to assess overall user happiness as well as user satisfaction across various dimensions of the LibQual+TM framework
Method: The research methodology employed in this study is a quantitative survey method. The utilized tools align with the characteristics of the LibQual+TM technique, specifically Affect of Service, Information Control, and Library as Place. The sample parameters were determined by the utilization of accidental sampling, resulting in a total sample size of 86 respondents.
Result: The study of the Adequacy Gap (AG) revealed a score of 0.199, while the investigation of the Superiority Gap (SG) yielded a value of -0.216. Moreover, in terms of the dimension of Service Affect, the gap score for AG is 0.195, while for SG it is -0.181. On the dimension of Information Control, the AG score is 0.217, whereas the SG score is 0.395. During the assessment of the Library as Place dimension, the AG score was determined to be 0.163, while the SG score was found to be 0.172.
Conclusion: The findings indicate that users express a high level of satisfaction with the service quality provided by the Saleh Adiwinata Library. Furthermore, users perceive the service quality to be of good standard, falling within acceptable boundaries. The optimal sequence of dimensions that most effectively align with user expectations includes Information Control, Affect of Service, and Library as a Place.
Keywords: User Satisfaction; LibQual+TM; Affect of Service; Information Control; Library as a Place
Downloads
References
Adin, A. K. (2013). Pengaruh Kualitas Layanan Referensi Menggunakan LIBQUAL+ Terhadap Kepuasan Pengguna di Perpustakaan Universitas Kristen Petra Surabaya. Libri-Net, 2(2). http://journal.unair.ac.id/LN@pengaruh-kualitas-layanan-referensi-menggunakan-libqual+%C2%AE-terhadap-kepuasan-pengguna-di-perpustakaan-universitas-kristen-petra-surabaya.-(studi-eksplanatif-tentang-kualitas-layanan-article-5561-media-136-category-8.html
Cahyani, A. D., & Christiani, L. (2015). Pengaruh Ketersediaan Koleksi Terhadap Pemenuhan Kebutuhan Informasi Siswa di Perpustakaan SMA Muhammadiyah 1 Surakarta. Jurnal Ilmu Perpustakaan, 4(2), 46–53. https://ejournal3.undip.ac.id/index.php/jip/article/view/9500
Darwanto, Utami, A. K. T., & Gusniawati, N. (2015). Pedoman penyelenggaraan perpustakaan perguruan tinggi perpustakaan nasional republik indonesia (Nurcahyono, B. Mustafa, & T. Haryono (eds.)). Perpustakaan Nasional RI. https://pustaka-digital.kemdikbud.go.id/index.php?p=show_detail&id=2866
Fadhlya, D., Suprayogi, Y., & Imanudin. (2017). Kualitas Pelayanan Perpustakaan di Badan Perpustakaan dan Kearsipan Daerah Provinsi Jawa Barat. 2(1), 21–27. https://doi.org/10.24198/jane.v2i1.13679
Fathmi. (2013). Kajian Pengukuran Tingkat Kepuasan Pemustaka Terhadap Layanan Perpustakaan dan Informasi di Bidang Layanan Koleksi Umum Perpustakaan Nasional RI. 20(3), 46–55. https://doi.org/10.37014/medpus.v20i3.945
Fatmawati, E. (2012). Evaluasi Kualitas Layanan Perpustakaan FEB UNDIP Berdasarkan Harapan Dan Persepsi Pemustaka Dengan Metode LibQUAL+TM. Berkala Ilmu Perpustakaan Dan Informasi, VIII(1), 1–18. https://doi.org/10.22146/bip.7725
Firman, A., & Rahmah, E. (2012). Faktor-Faktor Yang Mempengaruhi Kepuasan Pemustaka di Perpustakaan Kopertis Wilayah X. Jurnal Ilmu Informasi Perpustakaan Dan Kearsipan, 1(1), 110–115. https://doi.org/10.24036/492-0934
Harisanty, D., & Khotijah, S. (2016). Penilaian Pengguna terhadap Kualitas Layanan (Libqual) di Perpustakaan Perguruan Tinggi Negeri Surabaya. 6(1), 1–16. https://doi.org/10.17509/edulib.v6i1.4998
Kaplan, R. M., & Sacuzzo, D. P. (2012). Pengukuran Psikologi. Salemba Humanika.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Essex Pearson Education Limited.
Laksana, S. L., Rachmawati, T. S., & Yanto, A. (2019). Analisis Kualitas Layanan Perpustakaan Fakultas Pertanian Universitas Padjadjaran dengan Menggunakan Metode Libqual+TM. Jurnal Pustaka Budaya, 6(2), 39–49. https://doi.org/10.31849/pb.v6i2.3187
Peraturan Kepala Perpustakaan Nasional Nomor 13 Tahun 2017 Tentang Standar Nasional Perguruan Tinggi, (2017). https://jdih.perpusnas.go.id/
Nurvia, E., & Anggraini. (2016). PENGUKURAN KUALITAS LAYANAN DIGITAL LIBRARY LIBQUAL ( Studi Kasus : Perpustakaan Badan Pusat Statistik Provinsi Riau ). 2(2), 30–38. https://ejournal.uin-suska.ac.id/index.php/RMSI/article/view/2606
Rahayuningsih, F. (2015a). Mengukur Kepuasan Pemustaka Menggunakan metode LibQUAL+TM. Graha Ilmu.
Rahayuningsih, F. (2015b). Survei Peningkatan Mutu Berkelanjutan Melalui Pemantauan dan Pengukuran Kepuasan Pemustaka. Berkala Ilmu Perpustakaan Dan Informasi, 11(2), 16–23. https://doi.org/10.22146/bip.10031
Saputro, B. I., & Utami, P. T. (2020). Analisis Tingkat Kepuasan Pemustaka Terhadap Layanan di Perpustakaan Balai Arkeologi Daerah Istimewa Yogyakarta dengan Metode LibQual+TM. Baca: Jurnal Dokumentasi Dan Informasi, 9008(21), 41–59. https://jurnalbaca.pdii.lipi.go.id/baca/article/view/546
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Copyright (c) 2023 Lilis Atikah, Irfan Muhajirin Anshori
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This work is licensed under the Creative Commons Attribution Noncommercial Share Alike 4.0 International License