The Influence of Service Quality on User Satisfaction with Library

Usage as the Intervening Variable

Case Study of Universitas Airlangga Library

Agustina Masruroh

and Helmy Prasetyo Yuwinanto

Department of Information and Library Studies Universitas Airlangga, Surabaya, Indonesia

Keywords: library services, library usage, user satisfaction

Abstract: This study aims to determine the effect of service quality on library usage and user satisfaction, the

influence of library usage on customer satisfaction and the effect of service quality on the satisfaction of the

user with library usage as the intervening variable. The hypotheses will be known as either a direct or

indirect influence. The sampling technique used in this research was random, via an explanative quantitative

method. In the results obtained from the calculation of the first hypothesis, it can be seen that there is a

significant influence between the quality of service on library usage with a t count> t table 2.091> 1.98. The

calculations obtained from the second hypothesis show that there is a significant influence between the

quality of service on reader satisfaction with a t count> t table 5.963> 1.98. The calculations obtained from

the third hypothesis show that there is a significant influence between library usage to the reader satisfaction

with a t count> t table 4.862> 1.98. The last hypothesis was that there is an influence from the service

quality variable on the satisfaction of the user with library usage as the intervening variable with the direct

influence result being 0.490 and the indirect influence being 0.080. However, the influence of the indirect

variable still must be considered because it produces a bigger total influence; 0.57.

1 INTRODUCTION

In relation to library services, there are several

important elements that form a unified library

service, such as collections, human resources,

buildings, infrastructure and most importantly, the

actual services provided by the library. The success

of a library is determined by some of these elements.

If one element does not work properly, then it will

affect the overall library services. This is because the

library is a place to support the learning activities

ongoing in universities, so it is important for

libraries to pay attention to the quality of the

services provided to its users. Terhile and

Anthanisusus (2014) said that the services provided

by academic libraries or college libraries serve as a

support that will contribute to learning, academic

research and meeting the teaching needs of the

academic environment. The library users also expect

that the library information materials are organised

to facilitate accessibility.

Airlangga University Library, as a college

library, is one of the important means involved in

realising the Tri Dharma of College such as

education, teaching, research and community

service. This can be a reference for the academic

community, in relation to fulfilling its information

source needs. Furthermore, the provision of services

to the users is one of the main advantages provided

by the University of Airlangga Library as mentioned

in the existing vision. Airlangga University Library

also has a tagline and its own standards, especially

in relation to providing services to users, which is

already listed in the Manual of Procedures and

Industrial Work integrated with the university.

Airlangga University Library is a library that is

accredited (A). The library has met the level of

standards and accreditation that university libraries

are expected to guarantee. The assumption will be

that the library is able to provide quality services and

meet expectations and standards, including those of

its librarian. This study has examined the effect of

library service quality on the level of user

214

Masruroh, A. and Yuwinanto, H.

The Inﬂuence of Service Quality on User Satisfaction with Library Usage as the Intervening Variable.

DOI: 10.5220/0008819302140218

In Proceedings of the 4th International Conference on Contemporary Social and Political Affairs (ICoCSPA 2018), pages 214-218

ISBN: 978-989-758-393-3

satisfaction, with library usage as the intervening

variable.

2 METHODS

The research method used was explanative

quantitative. The population in this research was all

of the visitors to Airlangga University Library of

Surabaya that used the services that exist in the

library. This includes students, staff, lecturers and

other students have used the University of Airlangga

Library services. This was the population that

became the object of this research. The total number

of visitors to the University of Airlangga library so

far is 28,381. Based on the calculations performed,

the number of samples taken in this study amounted

to 115 respondents. The sampling technique used in

this research was random sampling using systematic

sampling and the location of this research was the

library of Airlangga University. This research used

the data collection methods of a questionnaire,

observation, interviews and a literature study.

3 RESULTS AND DISCUSSION

A validity test was performed to test the accuracy of

the research instrument. In this study, the researcher

used a pearson correlation technique using SPSS.

The existing items are said to be valid if > 0.3008

(N: 115, significance level: 0.05).

Based on table 1, the variables contained in this

study have a value of cronbach's alpha > r table. It

can be concluded that the overall variables used in

this research are reliable.

Table 1: Reliability test results

Variable

Cronbach’s

alpha value

r value

table

Notes

Quality of

service

0,945

0,3008

Reliable

Satisfaction

0,823

0,3008

Reliable

Library usage

0,847

0,3008

Reliable

Source: processed data

Based on the results of table 2, it can be seen that

the results of the VIF value of the service quality

variables and library usage was <10, with a VIF

value of 1.070 and a tolerance value of > 0.1, of

0.934 specifically. From these results, it can be seen

that there is no correlation between the independent

variables and that they are free from

multicollinearity. It can be concluded that in this

study, there is no correlation between the

independent variables.

Table 2. Multi-collinearity test results

Coefficients

Model

Unstandardized

Coefficients

Standa

rdized

Coeffici

ents

Sig.

Collinearit

y Statistics

Std.

Error

Beta

Toler

ance

VIF

(Constant

)

-2.353

1.816

1.296

.198

X Quality

of Service

.057

.011

.409

5.131

.000

.934

1.07

Z Library

usage

.236

.059

.316

3.964

.000

.934

1.07

a. Dependent Variable: Y Satisfaction

Source: processed data

Based on the results of the heteroscedasticity test

in table 3, it can be seen that the value of the

significance of the service quality variable was

0.186 and the library usage variable was 0.133. This

shows that the value of the variable was > 0.05, so it

can be said that there is no heteroscedasticity. It can

thus be concluded that this study is free from

heteroscedasticity.

Table 3. Results of heteroscedasticity test

Coefficients

Model

Unstandardize

d Coefficients

Standardized

Coefficients

Sig.

Std.

Error

Beta

(Constant)

1.654

1.130

1.464

.146

X Quality

of service

-.009

.007

-.128

-1.329

.186

Z Library

usage

.056

.037

.146

1.514

.133

a. Dependent Variable: RES2

Source: processed data

Based on table 4, it can be seen that the

normality test in this study resulted in a significance

value for the X variable of 0.120, with Y being

0.098 and Z being 0.071. The value of significance

resulting from the three variables was > 0.05. This

shows that all of the variables in this study can be

concluded to have a normal distribution. Based on

The Inﬂuence of Service Quality on User Satisfaction with Library Usage as the Intervening Variable

215

the results of the regression analysis, the regression

of the path coefficient estimation can be described

(See table 5).

Table 4. Normality test results

One-Sample Kolmogorov-Smirnov Test

115

Normal

Parameters

a,,b

Mean

151.50

20.41

11.11

Std. Deviation

15.924

2.985

2.223

Most Extreme

Differences

Absolute

.111

.120

.115

Positive

.094

.099

.110

Negative

-.111

-.120

-.115

Kolmogorov-Smirnov Z

1.186

1.291

1.228

Asymp. Sig. (2-tailed)

.120

.071

.098

a. Test distribution is Normal.

b. Calculated from data.

Source: processed data

Based on the results of the path coefficient

estimation, the structural equation can be written as

follows:

§ Library usage = 0.193quality of service + e1

§ Satisfaction = 0.490 service quality + 0.416

library usage + e2

Table 5: Regression test result

Variable

t (sig)

value

t value

Standard

coefficient

beta

VIF

value

Quality of

service (X) on

library usage

(Z)

0,039

2.091

0,193

1,070

Quality of

service (X) on

Satisfaction

(Y)

0,000

5,983

0,490

1,070

Library usage

(Z) on

Satisfaction

(Y)

0,000

4,862

0,416

1,070

Source: processed data

Based on table 6, the variable quality of service

(X) was significant, or in other words, H0 is

rejected. This can be seen from the value of the t

arithmetic, as the service quality variable is 2.091.

The value is greater than the value of the t table of

1.98 and the probability significance of 0.039 is far

below 0.05 or significance ≤ 0.05.

Based on table 7, the variable of quality of

service (X) is significant, or in other words, H0 is

rejected. This can be seen from the value of the t

arithmetic, as the service quality variable was 5.983.

The value is greater than the value of the t table of

1.98 and the probability significance of 0.000 is far

below 0.05 or significance ≤ 0.05.

Table 6: Result of the regression test on service quality

and library usage

Coefficients

Model

Unstandardized

Coefficients

Standardized

Coefficients

Sig.

Std.

Error

Beta

(Constant)

14,928

2,636

5,664

,000

X_Quality

,036

,017

,193

2,091

,039

a. Dependent Variable: Z_Usage

Source: processed data

Table 7: Results of the regression test on service quality

and satisfaction

Coefficients

Model

Unstandardized

Coefficients

Standardized

Coefficients

Sig.

Std.

Error

Beta

(Constant)

,739

1,744

,424

,673

X Quality

,068

,011

,490

5,983

,000

a. Dependent Variable: Y_Satisfaction

Source: processed data

Based on table 8, the variable of library usage

(Z) was significant, or in other words, H0 is rejected.

This can be seen from the value of the t arithmetic

for the library usage variable of 4.862. The value is

greater than the value of the t table of 1.98 and the

probability significance of the 0.000 value is far

below 0.05, or significance ≤ 0.05.

Table 8: The results of the library usage regression test on

satisfaction

Coefficients

Model

Unstandardized

Coefficients

Standardized

Coefficients

Sig.

Std.

Error

Beta

(Constant)

4,791

1,314

3,645

,000

Z_Usage

,310

,064

,416

4,862

,000

a. Dependent Variable: Y_Satisfaction

Source: processed data

ICoCSPA 2018 - International Conference on Contemporary Social and Political Affairs

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The theoretical framework of this research

explains the relationship between the variables of

library service quality and library usage, library

service quality and library user satisfaction, library

usage and library user satisfaction, and library

service quality and library user satisfaction with

library usage as the intervening variable.

The items used in this study were tailored to the

relevant literature. This research refers to Fatmawati

(2013), with the LibQual + TM version consisting of

several items that make up the LibQual 3

dimensions, such as affect of service (AS), library as

place (LP), and information control (IC). Each item

was given a scale of 1-5, with a higher value

showing there to be a better impression. This

research used the concepts of user satisfaction and

library usage.

Kotler in Fatmawati (2013) stated that service

quality is a form of consumer appraisal. In this

context, the user’s judgment on the level of service

was received at the same time as the expected

service. If the service received was in accordance

with what was expected then it will affect the library

usage. This is in accordance with table 6. Based on

the results of the data processing conducted, we

obtained the result that there was a significant

influence at play between the quality of service and

library usage with a positive direction. The result

was obtained from the hypothesis testing as shown

in the result chapters and analysis. It is known that

service quality (X) has an effect on library usage (Z)

at Airlangga University Library, with the t value for

the service quality variable equal to 2.091, which is

bigger than the t value in table 1, which is 98. It can

be interpreted that H0 was rejected and that H1 was

accepted. It can also be said that the service quality

variable has a significant influence on library usage.

Based on the results of the data processing

conducted, we obtained the results that there is a

significant influence between the quality of service

and the satisfaction of the users. As expressed by

Rowszkowski et.al (2005), quality of service is a

benchmark used to show the satisfaction of the

service recipient. Based on the results of the data

processing, there is a positive influence between the

quality of service and the satisfaction of the user in a

positive direction. The result was obtained from the

hypothesis testing which was done in the results

chapter as part of the integrated analysis. It is known

that service quality (X) has an influence on the

satisfaction of the users (Y) at Airlangga University

Library, with the t value of the service quality

variable being 5.983 times bigger than the t value in

table 1, which was 98. So it can be interpreted that

H0 is rejected and that H2 has a significant influence

on the satisfaction of the users.

Based on the results of the data processing

performed, we obtained the result that there is a

significant influence and relationship between

library usage on the satisfaction of the users in a

positive direction. It is known that library usage (Z)

has an effect on the satisfaction of the visitor (Y) at

the library of Airlangga University with the t value

result for the service quality variable being 4.862

times bigger than the t value in table 1 of 98. It can

be interpreted that H0 is rejected and that we can

accept H3. It can also be said that the library usage

variables have a significant influence on the

satisfaction of the users. Therefore, it can be

interpreted that if the library usage that is

experienced by the readers is good and therefore

higher, then the satisfaction of the users will also be

higher. This is in line with the results of the research

conducted by Moses (2016), stating that library

usage has a significant influence on user satisfaction.

In this study, besides testing the direct effect, we

also tested the indirect effect. The fourth hypothesis

suggests that the quality of service affects the

satisfaction of the visitors through library usage as

the intervening variable at Airlangga University

Library – thus, it is acceptable. An indirect

coefficient value of 0.080 was obtained from

multiplication between the direct influence of

service quality on library usage and from library

usage on the satisfaction of the users. The result of

the coefficient of the indirect effect - if compared

with the results of the coefficient value of direct

influence between the quality of service on the

satisfaction of the users - is equal to 0.490. It thus

can be seen that the direct influence is greater than

the indirect influence. Moses’ research (2016),

which was a reference in this study, resulted in a

direct coefficient of 0.01 and an indirect coefficient

of 0.29. Therefore it can be seen that there are

studies using the intervening library usage variables

resulting in different path coefficients. It is

necessary to consider the indirect effect in decision

making. In addition, if the library has also noticed

the indirect effect, then this will result in the total

influence obtained being the addition of the direct

influence of service (X) variable on the satisfaction

of the user (Y) and the indirect effect of service

quality (X) on satisfaction (Y) with library usage (Z)

as an intervening variable. The result was 0.490 +

0.080 = 0.57.

The Inﬂuence of Service Quality on User Satisfaction with Library Usage as the Intervening Variable

217

4 CONCLUSIONS

This study discusses the influence of service quality

on the satisfaction of the user with library usage as

the intervening variable in the University of

Airlangga University Library. Based on the results

of the testing, data analysis and discussion done in

the previous chapter, the results of this study can be

used to conclude that there is a significant influence

between the quality of service and library usage at

the Library of Airlangga University. The results

obtained from the value of the t arithmetic on service

quality were 2.091 while the t table was 1.98. It can

be concluded that 2.091> 1.98 with a significance

level of 0.039 <0.05. It thus can be interpreted that

we can reject H0 and accept H1. It can also be

concluded that if the level of service quality

obtained by the users is higher, then the library

usage will also be higher and vice versa.

There is a significant influence between the

quality of service and the satisfaction of the users in

Airlangga University Library. The results obtained

from the value of the t arithmetic on service quality

were 5.963, while the t table was 1.98. It can be

concluded that 5.963> 1.98 with a significance level

of 0.000 <0.05. It can be interpreted that we can

reject H0 and accept H2. It can also be concluded

that if the level of service quality obtained by the

users is higher, then the satisfaction will be higher

and vice versa.

There is a significant direct influence between

the quality of service and the satisfaction of the user

with library usage being the intervening variable at

Airlangga University Library. The result was

obtained from multiplication between the beta value

of X to Z and beta Z to Y, that was 0.193 x 0.416 =

0.080. Based on the calculations, it can be seen that

the value of direct influence was 0.490 and that for

indirect effect, it was 0.080. From the results of this

study, it is known that the direct effect is greater

than the indirect influence, while in the previous

research results, indirect influence was greater than

the direct effect. The library should still pay

attention to indirect influence. This is because the

total influence value, if we pay attention to the

indirect influence, will result in a bigger effect

resulting from the addition of the direct and indirect

influence together. This was 0.490 + 0.080 = 0.57.

From the third hypothesis, it can be known that

library usage affects the satisfaction of the user.

REFERENCES

Fatmawati, E., 2012. Mata Baru Penelitian Perpustakaan

dari Servqual ke LibQual. Jakarta: Sagung Seto

Moses, C.L., Olaleke, O.O., Akinbode M, G., Agboola M,

O., Maxwell, & D, A., 2016. Perceived Servive

Quality and User Satisfaction in Library Environment.

Journal of Information Technology, Vol 15(1); pp 18-

25, 2016.

Terhile, B.F & Y.A. Anthanisus., 2014. A Comparative

Study on User Satisfaction with the Management of

Library Services in Three Academic Libraries in

Benue State-Nigeria. Journal of Studies in Social

Science, Volume 6, Number 1, 2014, 23-30.

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