Improvement of physical facilities

Oct 13, 2025 by magicalceylontours.com 55 views

The Influence of Service Quality on the Satisfaction of the North Sumatra State Islamic University Library (UIN-SU) Using the Libqual Method

Introduction

The North Sumatra State Islamic University (UIN-SU) library plays a crucial role in supporting the academic activities of its users. The quality of service provided by the library is a key factor in determining user satisfaction. This study aims to investigate the effect of service quality on user satisfaction at the UIN-SU library using the Libqual method. The Libqual method measures the quality of library services through three dimensions: affective services, information control, and library as a place.

Background

The Libqual method is a widely used tool for assessing the quality of library services. It measures the quality of services through three dimensions: affective services, information control, and library as a place. Affective services refer to the interaction between library officers and users, while information control refers to the ease of access to information. Library as a place refers to the physical environment of the library, including comfort, safety, and facilities.

Methodology

This study was conducted at the UIN-SU library, with a total population of 27,345 people. The sample size was 100 people, calculated using the Slovin formula. The sampling technique used was accidental sampling. Data collection was done through questionnaires, and the associative research method was used to analyze the data.

Results

The results of this study showed that the affective dimensions of service and library as a place had a negative and insignificant influence on service quality. Conversely, the information control dimension showed positive and significant effects. The conclusion of this study indicates that the effect of service quality on UIN-SU library user satisfaction using the Libqual method is positive and significant, with a R square value of 0.0055 or 5.5%.

Analysis of the Effect of Service Quality

The quality of service in the library is a crucial factor that can affect user satisfaction. In the context of UIN-SU, this research identifies several dimensions that affect the quality of service. Affective services, relating to the interaction between library officers and users, apparently did not have a significant impact. This could be caused by lack of training for library staff in terms of communication and customer service, so that the interaction that occurs is not optimal.

On the other hand, information control is proven to have a significant positive influence. This shows that users appreciate the ease of access to information, both through digital and physical systems provided by the library. Libraries that can provide access to information that are fast, relevant, and easily accessible will increase user satisfaction. Therefore, the development of information systems and more modern technology uses is very important.

Furthermore, the library dimension as a place also shows a negative influence. This may be caused by inadequate factors of comfort, safety, and facilities in the library environment. If the facility does not support, users will feel uncomfortable and will affect their desire to visit the library.

Discussion

The results of this study have important implications for library management in UIN-SU. Library managers need to pay attention to the dimensions of service quality, especially in terms of affective services and libraries as a place. Training for staff and improvement of physical facilities must be the main focus to improve service quality. In addition, improving information systems must also be prioritized so that users feel satisfied and get the information they need.

Overall, this study shows that the quality of service in the library has a significant influence on user satisfaction. Library managers must be able to adapt to the needs of users and innovate in the services provided to increase overall user satisfaction.

Conclusion

In conclusion, this study highlights the importance of service quality in determining user satisfaction at the UIN-SU library. The Libqual method provides a useful framework for assessing the quality of library services. The results of this study suggest that library managers need to pay attention to the dimensions of service quality, especially in terms of affective services and libraries as a place. By improving these dimensions, library managers can increase user satisfaction and improve the overall quality of service.

Recommendations

Based on the findings of this study, the following recommendations are made:

Training for staff: Library managers should provide training for staff on communication and customer service skills to improve the affective services dimension.
Improvement of physical facilities: Library managers should improve the physical facilities of the library, including comfort, safety, and facilities, to improve the library as a place dimension.
Improvement of information systems: Library managers should improve the information systems and technology used in the library to increase the ease of access to information and improve the information control dimension.

By implementing these recommendations, library managers can improve the quality of service and increase user satisfaction at the UIN-SU library.

Limitations

This study has several limitations. Firstly, the sample size was relatively small, which may not be representative of the entire population. Secondly, the study only focused on the UIN-SU library, which may not be generalizable to other libraries. Finally, the study only used the Libqual method to assess the quality of library services, which may not capture other important aspects of library service quality.

Future Research Directions

Future research should aim to address the limitations of this study. For example, a larger sample size could be used to increase the representativeness of the study. Additionally, other libraries could be studied to increase the generalizability of the findings. Finally, other methods could be used to assess the quality of library services, such as surveys or interviews.

References

[List of references cited in the study]

Appendix

[Appendix materials, such as questionnaires, data collection forms, and raw data]
Frequently Asked Questions (FAQs) about the Influence of Service Quality on the Satisfaction of the North Sumatra State Islamic University Library (UIN-SU)

Q: What is the Libqual method and how is it used in this study?

A: The Libqual method is a widely used tool for assessing the quality of library services. It measures the quality of services through three dimensions: affective services, information control, and library as a place. In this study, the Libqual method is used to assess the quality of service provided by the UIN-SU library and its impact on user satisfaction.

Q: What are the three dimensions of the Libqual method and how do they relate to user satisfaction?

A: The three dimensions of the Libqual method are:

Affective services: This dimension refers to the interaction between library officers and users. It includes aspects such as communication, customer service, and the overall experience of interacting with library staff.
Information control: This dimension refers to the ease of access to information. It includes aspects such as the availability of information, the speed of access, and the relevance of the information provided.
Library as a place: This dimension refers to the physical environment of the library. It includes aspects such as comfort, safety, and facilities.

The results of this study show that information control has a significant positive influence on user satisfaction, while affective services and library as a place have a negative and insignificant influence.

Q: What are the implications of this study for library management?

A: The results of this study have important implications for library management. Library managers need to pay attention to the dimensions of service quality, especially in terms of affective services and libraries as a place. Training for staff and improvement of physical facilities must be the main focus to improve service quality. In addition, improving information systems must also be prioritized so that users feel satisfied and get the information they need.

Q: What are some recommendations for improving service quality at the UIN-SU library?

A: Based on the findings of this study, the following recommendations are made:

Training for staff: Library managers should provide training for staff on communication and customer service skills to improve the affective services dimension.
Improvement of physical facilities: Library managers should improve the physical facilities of the library, including comfort, safety, and facilities, to improve the library as a place dimension.
Improvement of information systems: Library managers should improve the information systems and technology used in the library to increase the ease of access to information and improve the information control dimension.

Q: What are some limitations of this study?

A: This study has several limitations. Firstly, the sample size was relatively small, which may not be representative of the entire population. Secondly, the study only focused on the UIN-SU library, which may not be generalizable to other libraries. Finally, the study only used the Libqual method to assess the quality of library services, which may not capture other important aspects of library service quality.

Q: What are some future research directions?

A: Future research should aim to address the limitations of this study. For example, a larger sample size could be used to increase the representativeness of the study. Additionally, other libraries could be studied to increase the generalizability of the findings. Finally, other methods could be used to assess the quality of library services, such as surveys or interviews.

Q: What are some practical applications of this study?

A: The findings of this study can be applied in various ways, such as:

Improving service quality: Library managers can use the results of this study to improve the quality of service provided by the library, particularly in terms of affective services and libraries as a place.
Developing training programs: Library managers can develop training programs for staff to improve their communication and customer service skills.
Improving physical facilities: Library managers can improve the physical facilities of the library to create a more comfortable and safe environment for users.
Improving information systems: Library managers can improve the information systems and technology used in the library to increase the ease of access to information and improve the information control dimension.

Q: What are some potential benefits of improving service quality at the UIN-SU library?

A: Improving service quality at the UIN-SU library can have several benefits, such as:

Increased user satisfaction: Users will be more satisfied with the service provided by the library, which can lead to increased loyalty and retention.
Improved reputation: The library's reputation will be improved, which can lead to increased visibility and recognition.
Increased usage: The library will be used more frequently, which can lead to increased usage and engagement.
Improved academic performance: Students will be able to access the information they need more easily, which can lead to improved academic performance.