User Satisfaction Analysis of Library Services Institute of Business
and Information Stikom Surabaya
Rizza Amalia, Putri Puspita Laras and Dyah Puspitasari Srirahayu
Library Studies, Faculty of Vocational Education, Universitas Airlangga, Jalan Airlangga 4-6, Surabaya, Indonesia
Keywords: Analysis of Satisfaction, Service Quality, The Method LibQual + TM.
Abstract: This study reviews existing services in the Library of the Institute of Business and Information Stikom
Surabaya. The purpose of this study is the author wanted to determine the level of user satisfaction with the
quality of library services covering dimension Stikom Surabaya effect of service, information of control,
library as place. This study uses a quantitative method by distributing questionnaires to 26 respondents
drawn from Surabaya Stikom Library visitors, especially students Stikom Surabaya consisting of several
courses. The concept of quality of service that is used is LibQual + TM consisting of effect of service,
information of control, library as place. The results of this study showed that the quality of service in
Surabaya Stikom library of dimension effect of service got a fairly good value, because users are satisfied
with the services provided by librarians. But the dimension of control information scored less, it is assessed
in terms of user convenience when making payments using RFID fines. And for dimensions library as place
scored quite well because most users are comfortable with the atmosphere of a library. The researchers
concluded that the quality of service on the library Stikom Surabaya scored quite well. However, the library
should further improve the quality of service with respect to some aspects, so that users will be satisfied
with library services.
1 INTRODUCTION
College libraries have an obligation to know and
meet the information needs of user who are
academicians includes students, faculty, and staff at
the college. Cited in RLJ (Record and Library
Journal) (Hajiri, 2016) that the measure of success of
a public service institution can be judged from the
user satisfaction in using the facilities and services
that exist in these institutions (Suhariono et al.,
2022). To meet user satisfaction, the library is now
required to be able to follow social change, changes
in information needs, and changes in competition.
The lawsuit is the obligation of the library in the
satisfaction user within the scope of the library itself.
As an institution of higher education, the college
library is managed with reference to the interests of
the academic society, in actual college libraries
should be equipped with various facilities to support
the success and goals of the college library program
itself (Romadhona et al., 2022). So, the library is
expected to meet its needs by providing various
resources and provide quality service to meet the
needs and expectations of library users. Attention to
user very important for the development of the
library, it can affect the level of satisfaction and
dissatisfaction user which will also affect subsequent
behaviour (Harisanty, 2019).
According to current observations in the field,
Surabaya Stikom Library has made efforts and
activities to achieve the quality of service for the
satisfaction user in need of information. The library
collection that is constantly updated, quality
facilities also continue to be added to satisfy the
users in search of information and ease in terms of
access (Hernoko et al., 2022). Quality is an
important factor in the success of the user
satisfaction of the library services, so we need
controlling these qualities to improve services in the
Stikom Library Surabaya.
Given that the library is a service-oriented user
and a goal of the library itself. Therefore, when the
absence of user, the library will have no meaning.
Library users would need to get their attention and
user satisfaction is the goal of the library. If there is
any disappointment in the can by user then it means
bad news for a library (Subagyono, Chumaida and
Romadhona, 2022).
Amalia, R., Laras, P. and Srirahayu, D.
User Satisfaction Analysis of Library Services Institute of Business and Information Stikom Surabaya.
DOI: 10.5220/0008668600002300
Paper published under CC license (CC BY-NC-ND 4.0)
In Proceedings of the 3rd International Conference on Record and Library: Local Knowledge, Past, Present, and Future (ICRL 2018), pages 113-121
ISBN: 978-989-758-712-2
Proceedings Copyright © 2024 by SCITEPRESS – Science and Technology Publications, Lda.
113

Service quality is a dynamic condition associated
with the product / labour, processes and tasks, and
environments that meet or exceed customer
expectations or consumers / users. Tastes or
expectations of consumers on a product is always
changing, so that product quality should also be
changed or adjusted (Sunyowati et al., 2022). With
the change in product quality proficiency level, the
necessary changes or improvement of labour skills,
changes in production processes and tasks, as well as
the environment changes in a company /
organization so that products can meet or exceed
customer expectations (Restuti, 2013).
Meanwhile, according to Hutt and Speh in Arai
(2004) quality of service consists of three
dimensions or major components consisting of: 1)
Technical Quality, which consists of; Search
Experience quality and quality, 3) Credence quality,
4) Functional quality, and 5) Corporate image.
Gaspersz (2007) states that quality refers
basically two fundamental senses, namely: 1) The
quality of the product consists of several features,
either directly or privilege attractive feature that
meets the needs of customers and thereby provide
satisfaction for the use of the product; 2) Quality
consists of everything that is free from flaws or
damage (Romadhona, Subagyono and Agustin,
2022).
Meanwhile, according to Parasuraman, Berry
and Zeithaml (1991), there are five groups of
characteristics that are used by customers in
evaluating quality of service, as follows: 1) Proof of
direct / tangibles, 2) Reliability / reliability, 3)
Responsiveness / responsiveness, 4) guarantee /
assurance, and 5) Empathy / empathy (Romadhona,
2020).
Guided by notions of quality above, it can be
concluded that the evaluation of the quality of
library services can provide ease of repair services at
the library itself (Romadhona, 2022). Of course, the
expectations of the evaluation research are the basis
of which the library to see the extent of the issues
that were good and not. It is as stated by Fidzani that
research results can be to revisit the evaluation (re-
orientation) of the collections owned, services
provided, and activities that can effectively meet the
user information needs (Fidzani, 1998).
Research evaluation with LibQual + TM is done
as a form of quality control to maintain and improve
the quality of service to the user. There are three
dimensions in LibQual + TM, which can be an
indicator of assessment, namely: the first is the
Effect of service, this dimension is the ability,
attitude and mentality of the library staff serving
user, which include: a) Assurance, i.e., knowledge,
insight, ability and friendliness librarian / library
staff serving user. With the knowledge, insight,
ability and friendliness makes user put trust in the
library service, b) Empathy, caring and giving a
sense of caring for each individual user, c)
Responsiveness, always ready / responsive help user
difficulty and is always open to help, and d)
Reliability, namely the ability to deliver the promise
and expectations in service and keep them
appropriately and accurately. The second dimension
is the Information Control, this dimension is that
concerns about the availability of the collection of
adequate strength collections owned, the range of
content, ease of access to discover the collection,
ease of navigation, timeliness (timeliness), the time
taken in getting the information, the absence of
barriers in accessing information in times of need,
the equipment (equipment), convenience
(convenience) and self-reliance (confidence). The
third dimension is the library as place, this
dimension is a library as a place, is taken from
concept tangibles in ServQual,
Begins with an introduction that has been
described above it is necessary to identify the
problems that arise. This is done to simplify the
issues and clarify the direction of research in
accordance with the headings set forth above, the
writer can formulate the problem as follows: 1) How
the assessment or student satisfaction as users or
user on library services Stikom Surabaya (using
LibQual + TM)? 2) How is the quality of library
services in Surabaya Stikom affect student
satisfaction?
The purpose of this research is: 1) To determine
how the level of user satisfaction in the Surabaya
Stikom library use library services, 2) To know what
kind of service quality dimensions that affect user
satisfaction Stikom Library Surabaya.
The expected benefits of this research are as
follows: 1) For the library, the library is expected to
assist in improving the quality of library services, so
as to improve the quality of library services and the
performance of librarians in Surabaya Stikom
Library. 2) For the reader, as reference material to
discuss the issue of the same research and increase
knowledge of the reader about the quality of service
in the library. 3) For researchers, this study is useful
to increase knowledge and understanding of
researchers in the field of library and information
science.
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2 RESEARCH METHOD
From the questionnaire that has been done so he
found some of the data and the information then we
describe to gain clarity. Questionnaires itself
contains some information which includes personal
data, and some questions connected with concept
LibQual + TM as a reference in making this
research.
3 RESULTS AND DISCUSSION
3.1
Gender
Figure 1: Respondent gender.
From the above data the people who responded to
the questionnaire of the sexes. Seen that respondents
with male sex has a percentage that many i.e. 53.8%
followed by the female respondents i.e. 46.2%.
3.2 Semester
Figure 2: Respondent semester.
From the above data the people who responded to
the questionnaire most students in the 5th semester
and got the highest percentage of around 34, 6% or
amounted to 9 respondents. And second semester
students received the lowest percentage is about
3.8% or amount to one respondent.
3.3 Study Program
Figure 3: Respondent study program.
From the above data it can be seen that the
respondents who filled in a questionnaire on the
various study programs. The study program
information system gets the highest respondents with
a percentage of about 13.3% or amounted to 19
respondents.
3.4 Dimensions Effect of Service
Figure 4: Librarian knowledge.
In the first indicator to the dimensions effect of
service, namely Surabaya Stikom Library librarian
knowledge in the field according to the diagram
above is based on the assessment that the points
agreed to receive a percentage of 61.5% and strongly
agreed gets a percentage of 34.6%. This indicates
that the knowledge of librarians Library Surabaya
Stikom already quite good in their field. So that
library users responded very well to the background
librarians in Surabaya Stikom Library itself as a
supplier of information services in the field,
librarians also required a variety of special skills that
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support the profession. Hence the importance of
knowledge or special skills possessed by librarians
in serving users or user. To bring user happy feeling
to the services provided is the purpose of public
service delivery. This assessment can be viewed in
terms of librarians in providing services, such as the
case when user experiencing difficulties or
ignorance about anything related to the library.
Figure 5: The appearance of the librarian.
In the second-dimension indicator effect of
service, namely librarians dressed polite and tidy
according to the diagram above is based on the
assessment that the points strongly agree and agree to
receive a percentage respectively by 50%. This
suggests library user satisfaction level of the
appearance or librarian services within the airport
users / readers to meet the needs and interests. The
result is a balanced percentage above perception of
user / reader to the appearance of librarians. In other
words, the appearance of the librarian is not
problematic and fine to look at. In the Journal of Iqra
'with the title of Librarian Present (Uswatun, 2016)
said that librarians in serving visitors/users of the
library, are required to look as attractive as possible,
because the appearance is the first thing seen by
visitors/users of the library. With the appearance of a
good start, it will give a good first impression on
visitors anyway/users of the library, so that there will
be a sense of awe, sympathy, and respect for
librarian/library employees. With a bad appearance
will give a negative impression. This is due to the
appearance of an image of the library in the eyes of
the visitors/users of the library. With good looks,
image or image library will also be good, and vice
versa.
In the third-dimension indicator effect of service,
namely librarians serve users with polite and
friendly according to the diagram above is based on
the assessment that in points agreed by 69.2% and
amounted to 30.8% strongly agree. This shows that
in serving the library, librarian's performance is
good
enough. So, the user response to these
Figure 6: The librarian serves politely.
indicators are said to have been successful in
maintaining a library of user satisfaction in service.
Hospitality in serving and upholding the ethical
propriety in speaking words and behaviour have
been implemented in the libraries serve students as
user. Batubara (2011) said that communication
competence librarians are very influential on the
success of the library service, especially the librarian
in charge of the service. Spitzberg and Hecht (1984)
explains that communication competence as the
ability to interact, either give an explanation to
others, pointing accuracy, clarity, comprehensibility,
coherence, effectiveness skills, and suitability
(Nashihuddin, 2016).
Figure 7: Librarians provide good service.
In the fourth-dimension indicator Effect of
service, namely librarians provide services quickly
and accurately according to the diagram above is
based on the assessment that in points amounted to
69.2% agree and strongly agree in point of 30.8%.
This suggests that librarians provide services to
users is quite good. So, the response obtained is
satisfied users for services provided by the library.
The purpose of the library service (Mbonuong,
2013) is to serve the reader to obtain library
materials they need, so users know what's in the
library and library promotion activities. Services
provided by observing user satisfaction is an early
stage in the success of the library.
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Figure 8: The librarian is always ready.
In the fifth-dimension indicator Effect of service,
namely librarian is always ready to help if there are
users who are experiencing difficulties according to
the diagram above is based on the assessment that in
points amounted to 76.9% agree and strongly agree
in point of 23.1%. This suggests that librarians
always help users who are having trouble, so the
response given is very good and makes user also
good satisfaction. Services are often the benchmark
user in assessing the quality of the library, because
on the part of librarians directly interact with user.
Librarian as the person responsible for the
implementation of the service should know about it.
Services provided librarians directly proportional to
the satisfaction user (Akli, 2012), Therefore if you
want to remind the user satisfaction, then the absolute
requirement is to improve the quality of service.
3.5 Dimensions of Information of
Control
Figure 9: Ease of use of RFID.
In the first indicator to the dimensions of the control
information, i.e., ease of use of RFID at the entrance
to the library access according to the diagram above
is based on the assessment that in points strongly
agree by 46.2%, amounting to 42.3% agreed points
and points disagreed by 11.5%. This shows that the
use of RFID in libraries access sometimes into
trouble, which is where the cards sometimes cannot
be detected. It certainly affected the user
satisfaction. Most user who has difficulty in access
in the library is a target in improving the quality of
services available in the Library Stikom Surabaya.
For the library user satisfaction remains stable and
continues to improve with offset also by the level of
the quality of existing services.
Figure 10: Ease of payment of fines with RFID.
On the second indicator in the dimension
information of control, namely ease of payment of
fines by using RFID according to the diagram above
is based on the assessment that the points agreed to
acquire the largest percentage of 46.2%, 23.1%
agreed points. and many respondents who picked
points less agree that gets a percentage of 26.9%.
This shows that the use of RFID in the payment
responded quite well by user. However, the results
followed by a response percentage user where less
agreed to the use of RFID in the payment of fines. In
Surabaya Stikom Library is the use of RFID is still
new, where the status of use is experimental. So often
encountered difficulty in use, the response of the new
user knows if the fine payment policy using RFID, as
well as obstacles in the form of other technical.
Figure 11: Ease of lending independently.
In the third indicator to the dimensions of the
control information, i.e., ease their borrowing
independently collection according to the diagram
above is based on the assessment in points strongly
agree that the largest percentage gain in the amount
of 50%, followed by points agreed by 42.3% and 7.7
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117

points less amenable%. This shows a good level of
satisfaction of respondents in the ease of borrowing a
collection of independently. Respondents felt that
borrowing independently is not a burden, so that the
respondents feel that the quality of the loan service
independently in Surabaya Stikom Library has been
good enough.
Figure 12: OPAC service is easy to use.
In the fourth indicator on the dimension
information of control, which are services online
catalogue / OPAC makes search information on the
library becomes easier, according to the diagram
above is based on ratings users that the points could
not agree obtain the highest percentage that is equal
to 61.5% and the points agreed by 38.5%. This
shows that with the OPAC services make it very
easy respondents in search of information. That can
lead to a sense of satisfaction with the services of
this OPAC. As well as with the online
catalogue/OPAC can also increase the number of
visitors to the library Stikom Surabaya.
Figure 13: ILT (Integrated Learning Terminal) is useful.
In the fifth-dimension indicator information of
control, namely the existence of ILT (Integrated
Learning Terminal) in the library means enough to
help, according to the diagram above is based on the
assessment that the points agreed to acquire the
highest percentage by 53.8% and amounted to
46.2% agreed points. This suggests that the presence
of ILT (Integrated Learning Terminal) has been very
helpful respondent. So, with this ILT (Integrated
Learning Terminal) services, can facilitate user in
conducting search for information using the Internet.
In Surabaya Stikom library has many users who
utilize the services of this ILT (Integrated Learning
Terminal) because with this service can help users to
surf for free and fast.
3.6 Dimension Library as Place
Figure 14: The room is comfortable, clean and beautiful.
In the first indicator to the dimensions of library
as place, the library provides a convenient, clean and
beautiful, according to the diagram above is based
on the assessment that the points could not agree
obtain the highest percentage at 69.2% and
amounted to 30.8% agreed points. This indicates that
the library has been very good in providing a
convenient, clean, and beautiful. Libraries were
comfortable, clean and beautiful will get a certain
satisfaction in the heart of the visitors to always visit
the library proved in points strongly agree that
getting the highest percentage amount that the
library is already thinking about the Surabaya
Stikom rooms were comfortable, clean, and
beautiful for its users.
Figure 15: Adequate facilities.
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On the second indicator to the dimensions of
library as place, i.e., building facilities and physical
equipment (shelving, a reading table, chairs, etc.) in
the library is sufficient, according to the diagram
above is based on ratings users that the points agreed
to acquire the highest percentage that is equal to
50% and points strongly agree by 46.2%. This
indicates that the library building facilities in
Surabaya enough Stikom both of which mean that
the library facilities to support the convenience of
users. Library facility is one of the factors that
influence the satisfaction of the users of the service
in the library. If the facility is in the library is
lacking, then the user needs unmet that could lead to
a decrease in user satisfaction. In Surabaya Stikom
libraries already have good facilities and are in
accordance with the needs of the users.
Figure 16: The library is open for discussion.
In the third indicator to the dimensions of library
as place, the library is open to activities discussion /
study together, according to the diagram above is
based on the assessment that the points could not
agree obtain the highest percentage amount that is
equal to 69.2% and amounted to 30.8% agreed
points. This indicates that the library has been very
good in its openness to discussion activity / learning
together. With the opening of the library for shared
learning activities / discussions can increase user
satisfaction and increase the number of visitors who
visit the library. Because one of the reasons visitors
visited the library is to learn together. In Surabaya
Stikom library users often take advantage of the
room in the library for learning activities or
discussions with.
Figure 17: Conducive atmosphere.
In the fourth indicator to the dimensions of
library as place, i.e., to conducive subdued
atmosphere of the library, according to the diagram
above is based on the assessment in points strongly
agree that the highest percentage gain in the amount
of 46.2%, amounting to 42.3% agreed points and
points less agreed at 11.5%. This shows that the
atmosphere in the Library Stikom to conducive
Surabaya is good enough. To improve the comfort of
visitors, the library must pay attention to the state of
the atmosphere in the library. Conducive atmosphere
will create a sense of comfort that the activities
performed by the user can run well. In the library of
Surabaya own Stikom conducive environment so
that users can carry out activities peacefully without
being distracted by the crowd.
Figure 18: Interesting atmosphere.
In indicator fifth dimension of library as place,
the atmosphere of the library invited me to have
always been, according to the diagram above is
based on ratings users that the points agreed to
acquire the number of the highest percentage that is
equal to 46.2%, points strongly agreed amounted to
42.3% and points less agreed at 11.5 %. This
indicates that most respondents feel at home in the
library and have always wanted to visit again.
Proven Library Surabaya Stikom already have
adequate facilities and supported by a conducive
atmosphere so many visitors who always wanted to
go back to the library.
As a benchmark in this study, the authors
compare with research on user satisfaction from
library services that already exists. To know how the
User Satisfaction Analysis of Library Services Institute of Business and Information Stikom Surabaya
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library user satisfaction Stikom Surabaya to the
services provided. Therefore, for comparison, the
authors use some of the research is on Library
Faculty of Economics and Business, University of
Mangkurat Banjarmasin, UNP Library Unit and
Library and Scientific Information Centre of the
Faculty of Economics and Business, University of
Padjadjaran.
In the study "Service Quality Analysis Method
with LibQual + TM (Studies in the Faculty of
Economics and Business Library of the University
of Mangkurat Banjarmasin) "(Faidah, 2016) said
that the dimensions Effect of service and access to
information based on a survey of users still have not
reached the satisfied category, ULM FEB libraries
still need to improve the performance of the service
of access to information also improve the
performance of employees in serving the users of the
library. While the dimensions of library as place has
reached the satisfied category.
In the study "Use of LibQual + TM Method for
Measuring Quality of Service in the Library Unit
UNP" (Aliza and Ardoni, 2008) said that the
dimensions Effect of service, access to information,
library as place based on a survey of users still do
not feel satisfaction for users, libraries should
improve the performance of employees in order to
create a satisfactory service to its users.
In the study "Analysis of Quality of Services in
Library and Scientific Information Centre Faculty of
Economics and Business, University of Padjadjaran"
(Mauladhy, Damayani and Rodiah, 2014) said that
the dimensions Effect of service, library as place
already reached category are satisfied, while access
to information is still yet to feel the satisfaction of
the users because there are still shortcomings in
library services, namely the availability and quality
of the collection in the library.
From the brief elaboration of the above, the
research has been done on each library generates
different data. At the Library Faculty of Economics
and Business, University of Mangkurat Banjarmasin
found that the users have not felt satisfied with the
services provided at the library and the services
provided by the librarian is less, so that the user
satisfaction obtained satisfied yet reached category.
While the UNP Library Unit found the results of the
survey that the user is not satisfied with the service
at the library, in three dimensions assessed also
suggests that visitors feel less satisfied. Another
thing with research conducted at Library and
Scientific Information Center of the Faculty of
Economics and Business, University of Padjadjaran,
Stikom Library Surabaya which is a technical
implementation unit of the parent institution, namely
the Institute of Business and Information
Technology Surabaya in terms of services provided
to users of the survey results from the translation of
the author get the diagram in each dimension there
will be different when compared to studies in other
libraries. Many aspects that make the results are
different. Such differences may include the
performance of employees in serving the library
itself user, availability of services and information
needed by user. Because user is the main purpose of
the library so that the user satisfaction needs to be
considered.
4 CONCLUSIONS
On the dimension of the Stikom library the effect of
service is good enough, but it should be scaled back.
While the dimensions of information of control that
the library Stikom should improve on indicators of
payment of the fine collection using RFID, because
of the survey results indicate that there are some
students who declared at one point less agreed by
26.9% with the use of RFID as a means of payment
of fines, which means students as user less satisfied
in the service. On the dimension of library as place
Stikom library is good enough, it's just a library
Stikom should further improve and enhance the
quality of the indicators to conducive library
atmosphere and ambience want to visit again.
Because there are some students who stated at one
point disagree with 11. 5%, which means that the
library is conducive, and the concentration of users
is quite disturbing. However, overall, this service is
available at the Stikom Surabaya library with a
pretty good score.
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