Analysis Of Library Saleh Adiwinata User Satisfaction Using The LibQual+TM Method
Lilis Atikah, Irfan Muhajirin Anshori · Indonesian Journal of Librarianship · 2023
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 Abstrak Latar Belakang: Kepuasan pemustaka merupakan tolak ukur keberhasilan sebuah perpustakaan. Layanan perpustakaan yang baik merupakan salah satu faktor penting dalam mencapai kepuasan pemustaka. Layanan yang berkualitas dapat memberikan pengalaman positif kepada pemustaka, meningkatkan aksesabilitas koleksi perpustakaan, dan membantu memenuhi kebutuhan informasi penggunanya. Tujuan: Mengetahui kepuasan pemustaka secara umum dan kepuasan pemustaka berdasarkan dimensi LibQual+TM. Metode: Metode yang digunakan dalam penelitian ini adalah metode survei dengan pendekatan kuantitatif. Instrumen yang digunakan sesuai dengan dimensi pada metode LibQual+TM yaitu, Affect of Service, Information Control, dan Library as Place. Penentuan kriteria sampel menggunakan accidental sampling dengan total sampel sebanyak 86 responden. Hasil: Berdasarkan analisis kesenjangan Adequacy Gap (AG) didapatkan skor 0,199 dan berdasarkan analisis kesenjangan Superiority Gap (SG) didapatkan skor sebesar -0,216. Lebih lanjut pada dimensi Affect of Service skor kesenjangan AG adalah 0,195 dan SG sebesar -0,181. Kemudian pada dimensi Information Control skor AG adalah 0,217 dan SG sebesar 0,395. Sementara pada dimensi Library as Place skor AG didapat 0,163 dan SG sebesar 0,172. Kesimpulan: Pemustaka ‘cukup puas’ terhadap kualitas pelayanan Perpustakaan Saleh Adiwinata dan pemustaka menilai bahwa kualitas layanan dapat dikategorian ‘baik’ atau berada dalam batas toleransi. Adapun urutan dimensi yang paling memenuhi harapan pemustaka adalah dimensi Information Control, Affect of Service, dan Library as Place. Kata kunci: Kepuasan Pemustaka; LibQual+TM; Affect of Service; Information Control; Library as Place.