Are Students Satisfied?

Case Study on the Quality of Final Project Independent Services at

Universitas Surabaya Library

Lathifa Malia Sarasati, Hidayatul Ilmi and Esti Putri Anugrah

Library Studies, Faculty of Vocational, Universitas Airlangga, Indonesia

Keywords: Library Quality, LibQUAL, Self-Service, Universitas Surabaya Library.

Abstract: This study examines one of the services available in the library of Universitas Surabaya, known as the Final

Project Independent Upload service (Self-service). The purpose of this study is to measure the quality of the

Final Project Independent Upload service for the final semester students of Universitas Surabaya. This study

assesses the Self-service based on the LibQUAL concept. There are 3 assessment concepts according to

LibQUAL: 1) Librarian's Ability, Responsibility and Attitude in Serving (Library Quality Effect of Service),

2) Ease of Access and Guides (Library Quality Information Control), 3) Physical Facilities, Space Utilization,

and Place Convenience (Library Quality, Library as Place) The research applied quantitative method by

distributing questionnaires to 100 respondents Universitas Surabaya Library visitors, especially students who

were currently uploading the Final Projects independently from different faculties. The results show that the

quality of the Final Project independent upload services at the Universitas Surabaya Library is based on the

concept Library Quality Effect of Service are well-managed due to the users being with the services provided

by librarians. Based concept of Library Quality Information Control that discusses the guide on Self-service,

the service is sufficient because some users felt that the guidelines provided were still unclear. While the

concept of Library Quality, Library as Place scored very low, this is assessed based on the users’ comfort

when doing Self-service. The quality of the independent final project service at Universitas Surabaya library

received a good score. However, there are several aspects that still need to be maximized and maintained by

the library.

1 INTRODUCTION

Library users come to the library with a lot of

expectations that they wished may be fulfilled by the

library services. The user expectations can be

anything, it may also be related to the comfort felt by

the user towards all the facilities provided by the

library and the design of the library itself, the

availability of various facilities where the design or

layout of the library also serves an important role, this

may affect the comfort level of the library users. The

service quality provided by this library can affect the

level of satisfaction of the users (Ningrum et al.,

2014 ; Novianti, 2014 ; Harisanty, 2019). But what

frequently happens when visitors come to the library

is that their expectations are not fulfilled and they

often feel disappointed (Rahmah, 2013). Therefore,

this is a "homework" for the library.

Seeing the development of the increasingly

sophisticated information and communication

technology, libraries should use those aspects to

improve the quality of their services (Moore, 2017).

Visitors would be satisfied if a library has adequate

services and facilities that may fulfill their needs.

Libraries should also follow the current development

of users. This affects users to think that library is not

only a building but also a facility that provides

answers for their needs of information.

Facilities and infrastructure, as well as services

are important aspects for every library. If a Library

does not have facilities and services that are proper

for visitors or users, they may feel less satisfied

towards the library. This makes a library tend to look

less attractive to visitors. One of the lines in Article

14 Chapter V of Law Number 43 of 2007 states that

"Every library is required to develop services that are

in accordance with the progress of information and

Sarasati, L., Ilmi, H. and Anugrah, E.

Are Students Satisﬁed? Case Study on the Quality of Final Project Independent Services at Universitas Surabaya Library.

DOI: 10.5220/0008666700002300

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 20-24

ISBN: 978-989-758-712-2

communication technology." By having good service,

library will be able to attract users.

The university library can be described as the

heart of the learning community, providing a place for

students, lecturers, and researchers to conduct

research and advance their knowledge (Sahu, 2007).

University libraries should continue to strive to

provide maximum service to users. Quality library

services should satisfy the requests of each user

accurately, deeply, and quickly (Kiran, 2010). As the

efforts made by the Univesitas Surabaya (UBAYA)

Library that have Final Project Independent Upload

service known as Layanan Unggah Karya Ilmiah

Mandiri is one of the services available at the

Universitas Surabaya Library. Despite being

independent, librarians should not forget their task of

serving users. Librarians provide guidance in the

form of a stand banner and paper attached to a

computer desk so that it will be easier for library

visitors and users to follow the steps

Given that the wider community could not be

separated from technology, it is expected for libraries

to provide technology-based services. Nowadays it is

common for institutions to provide services

independently known as self-service. Self-service

tends to be used to facilitate visitors in activities

concerned to the library. This service is very useful

for visitors because it is more effective for the

process. For the circulation section, for example, they

can borrow books without having to come to

Universitas Surabaya Library directly, it is only

required for them to contact the circulation. One of

the self-services available is Final Project

Independent Upload. Due to the Final Project being a

graduation requirement, it is crucial for students. By

using self-service to upload their Final Project

independently, students are not required to visit the

library of Universitas Surabaya to upload their Final

Project.

Different from other university libraries, where

the libraries are the one that upload final projects of

students to repository students, the Universitas

Surabaya Library has a service the allow students to

upload their final projects independently. This study

aims to measure the quality of the services for

uploading the independent final projects used by final

semester students at the Universitas Surabaya library.

2 LITERATURE REVIEW

"The library is a collection or physical building where

books are collected and arranged according to a

particular system or user needs." (Lasa, 2007).

Whereas according to Sumardji "Libraries are

collections consisting of written materials, printed or

graphics such as films, slides, LPs, tapes, in rooms or

buildings that are arranged and organized with certain

systems so that they can be used for study, research,

reading and so forth" (Sumardji, 1988).

The library is incomplete without its services.

Service indicates an activity of serving visitors of an

institution, organization, or a community group. In

library, this includes circulation services or book

borrowing services that oversee registering users who

borrow books. Darmono states that the definition of

library services is "A service that offers all forms of

collections that a library owns to its users and those

who request the information they need to said library"

(Darmono, 2001). Abdul Rahman Saleh also stated

that the application of information technology in the

field of libraries and information is becoming

increasingly important since technology promises to

improve the quality of library services, especially in

terms of speed and efficiency of work (Saleh, 2005).

The following is Lancaster's statement regarding

library services that can be evaluated from various

perspectives, one of which is service effectiveness.

The effectiveness of library services can be measured

by one of the following indicators, namely the level

of user satisfaction (Lancaster & Sandore, 2017). The

level of user satisfaction is the percentage of needs

that can be served and what cannot be.

Measuring the quality of library services can be

done in various ways. The following is the most

recent way to measure library service quality by the

LibQUAL method. LibQUAL is an effective total

market survey for the context of library research to

assess the quality of library services.

There are three dimensions of service quality in

LibQUAL (Cook et al., 2001):

1. Effect of Service which includes empathy,

responsiveness, assurance, and reliability.

2. Information Control which includes the ease of

access and convenience in providing guidance on

how a service works.

3. Library as Place includes the library's physical

facilities, space utilization, and place comfort.

The LibQUAL method was applied by the writers

to analyze the service quality of the Final Project

Independent Upload service in Universitas Surabaya.

Many studies have been conducted on library service

quality using LibQUAL concept or method, such as

the research conducted in the Public Library of

Madiun with 100 different respondents. The Effect of

Service dimension in the research is still considered

low, while the Information Control dimension shows

moderate quality, it does not mean that all services are

Are Students Satisﬁed? Case Study on the Quality of Final Project Independent Services at Universitas Surabaya Library

in accordance with the preferences of the users,

however, the Library as Place dimension has fulfilled

the users’ preferences. Two of the three dimensions

that have been analysed came up with different

results. It is then concluded that the quality of service

in the Madiun Public Library may not be considered

as good for users (Ayuningtyas, 2015).

Research in a service quality in Ma Chung

Library, Malang also applied the three dimensions

concept from LibQUAL. It can be seen that the

quality of services in terms of Effect of Service is not

well due to the librarians’ attitude, ethics, friendliness

are less consistent, adding to that the way they

provide solutions to the users and visitors, and the

skills of the librarians are classified as. In the

Information Control dimension, it was found that the

instructions in library website are still unclear, and the

weakness of the system is the availability of a

complete and fast collection in the library. For the last

dimension, the Library as Place, it was found that the

atmosphere and facilities in the Ma Chung Library

were quite good and strategic (PANDAPOTAN,

2015).

The last is a research entitled Perception of

Library of Service Quality of Window of the World

(WOW) Library of UGM + TM Based on LibQUAL

Model. Data is obtained from questionnaires,

observation, interviews, and documentation. By

taking 100 respondents incidentally. From the

dimensions of Effect of Service, the library received

the average value of 3.05, which is still relatively

good. Then the Information Control dimension scored

3.06, classified as good. As for the dimension of

Library as Place the value is 3.13, classified as good.

Based on the results above it can be said that the

service quality of the Window of The World (WOW)

Library of Gadjah Mada University Yogyakarta is

good and therefore already adequate (Oktaviela,

2016).

3 RESEARCH METHOD

This research applied quantitative method, which

according to Sugiyono is defines as "Research

method that is based on the philosophy of positivism,

used in researching the sample and research output,

sampling techniques are generally done randomly or

random sampling, while data collection is done by

utilizing the research instruments used, the analysis

of the data used is quantitative or can be measured

with the aim of testing a predetermined hypothesis "

(Sugiyono, 2010). The respondents in this study were

100 people who are in the final semester. The students

are of Universitas Surabaya who visited or were

uploading their final projects at the Universitas

Surabaya library. The data collection technique used

in this research is by distributing questionnaires via

the google form containing questions and answers

stating, "strongly agree", "agree", "agree less",

"disagree", "strongly disagree". Questions in the

questionnaire are related to the quality of independent

final project upload services and using the LibQual

method on the concept of 1) Library Quality Effect of

Service which is the ability, responsibility and

attitude of librarians, 2) Library Quality Information

Control which is the ease of access and ease of

guidance obtained, 3) Library Quality as Place which

is a physical facility, utilization of space, and comfort

of a place.

4 RESULTS AND DISCUSSION

User satisfaction is the main goal of the services

carried out by the library. If users feel dissatisfied,

then library services are not carried out optimally.

This research focuses on users’ satisfaction, with the

users being final semester students who uploaded

their final projects independently. There is student

from several faculties who became the respondents of

this study; Faculty of Engineering are at the top in

order of Final Project Independent Uploads users. As

many as 27.5% are students from the Faculty of

Engineering who have successfully uploaded were.

Then the Faculty of Business and Economics

followed with a percentage of 25.6%, Faculty of

Psychology of 11.8%, Faculty of Pharmacy as much

as 14.7%, Faculty of Law with a percentage of 11.8%,

Faculty of dentistry at 1% and Polytechnic Faculty

of 1%.

Student satisfaction on the Final Project

Independent Upload at Universitas Surabaya Library

can be described through the LibQUAL concept.

4.1 Effect of Service

In the concept Effect of Service there are four

assessment criteria: empathy, responsiveness,

assurance, and reliability. The ability of librarians to

assist visitors or students who use the Final Project

Independent Uploads is classified as very good, it can

be seen from the percentage of answers at “strongly

agree” points of 43.1% and “agree” on a percentage

of 42.2%. This shows that the librarian's performance

ability in helping students or users on self-service

upload is classified as very good. The empathy,

responsiveness, assurance, and reliability of

ICRL 2018 - 3rd International Conference on Record and Library

librarians are also ranked good, it can be seen from

the respondents choice on “agree” having the highest

percentage of 50%, indicating that librarians are

always responsive to students or users who have

difficulties in the process of uploading their final

project. This assessment on the Effect of Service is in

line with the findings of Matthews in the Explanative

Study of Quality of Reference Services about Service

Encounter Satisfaction; stating that the level of

satisfaction or dissatisfaction of user experience is

based solely on one specific service transaction or

interaction, where in this case, is the Effect of

Service. From this point, it is known that all the users

who are uploading their works using the Final Project

Independent Upload service interact with librarians in

the UBAYA Library.

4.2 Information Control

In the Information Control concept, there are two

assessment criteria: the ease of access and

convenience in providing guidance on how a service

works. There are 44.1% respondents who chose

“strongly agree”, 39.2% on “agree”, and 16.7% on

“agree less.” This shows that there are still many

students or users who do not know that the process of

independent upload can be done anywhere. There is

guidance provided in a standing banner and a piece of

paper attached to a computer desk so that it makes it

easier for students and users to read. It can be seen

from the many respondents who chose “disagree” as

much as 48%, compared to “agree” on the percentage

of 40.2%. This indicates that many students or users

are not certain of think that the guidelines that have

been provided are unclear. Unlike the research at the

Central Library of Institut Teknologi Bandung

(Islamy et al., 2016), information control are

considered good by library users. As for Universitas

Surabaya Library, in terms of Information Control, it

is still relatively low, students feel dissatisfied with

the information provided by the library at the Final

Project Independent Upload service. It can be said

that the Information Control at Universitas Surabaya

Library is still below the average because it does not

meet the satisfaction of the users yet.

4.3 Library as Place

This aspect assesses the room used for the Final

Project Independent Upload service. There are three

assessment criteria: the physical facilities of the

library, the use of space, and the convenience of the

place. In this aspect, there are 37.9% of students

choosing “agree” and there is a percentage of 35.9%

for those who choose “strongly agree.” This shows

that the facilities provided in this service are adequate

for self-service. However, there are also students who

chose “agree less” with the percentage of 43.7% and

“disagree” with the percentage of 27.2%. This shows

that many respondents are less comfortable with the

independent upload service rooms. At certain times,

students who visit the room to use the facility exceed

the amount of available computer capacity.

Regarding the layout of the room and placement of

computers, many respondents choose “agree less”

with a percentage of 47.6%. While the points “agree”

is of 38.8%.

5 CONCLUSIONS

Based on the observation on users’ satisfaction on the

Final Project Independent Upload at the Universitas

Surabaya library using the LibQUAL concept, there

are three aspects that should be taken into

consideration. The first aspect is Library Quality

Effects of Service; where the ability, responsibility,

and responsiveness of librarians to students who are

uploading their final projects independently are good.

In the second aspect, the Library Quality Information

Control, there is several students do not yet

understand the guidelines for uploading the final

projects provided by the library. In the third aspect,

Library Quality Library as Place, relating to the

facilities (computers, Wi-fi, etc.) provided, UBAYA

library’s independent upload service can be

considered as fairly adequate, as for the convenience,

many respondents are still less comfortable with the

room provided for the service. Regarding the room

layout, students admitted that they are not quite

comfortable with the layout. Aside from those

specific scoring, the quality of the Final Project

Independent Upload services at the Universitas

Surabaya Library as a whole can be considered as

good and adequate, however, it is necessary for the

library improve the quality of independent upload

service.

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