Visitor Satisfaction of Wi-Fi Facility in Airlangga University Library
Marhendyah Respati Purbarini and Arfikayani Pratiwi
Library Studies, Faculty of Vocational Studies, Airlangga University, Indonesia
Keywords: Satisfaction, Library Users, Wi-Fi.
Abstract: Visitor satisfaction can be termed as a part of a project to boost performance or facilities used daily by visitors.
The purpose of this study to find out how satisfied users in using the facilities provided by the library. Libraries
that we take that at Airlangga University Library. The method used in this article uses a quantitative method
is more research using descriptive analysis. Data collection through (1) the distribution of the questionnaire
(2) observation. Based on the results obtained data related to visitor satisfaction to Wi-Fi at Airlangga
University Library, to use Wi-Fi in the university library Airlangga already meet user needs. Almost all the
users often use Wi-Fi at Airlangga University Library. On average most of them often use the Wi-Fi libraries
for doing the coursework.
1 INTRODUCTION
In the current era of the library not only as a
repository of books and borrowing books, but today
the library is also used as a learning tool, each
communicating, means free browsing, a place to
meet, and also discussed so that it can add to the
experience of users who visit the library (Grieves &
Halpin, 2014). Since it became one of the great
challenges for librarians today as human resources,
which is responsible of managing the library to make
a picture in entering the diversity of users with
different needs of a very unique and different (Nejati
& Nejati, 2008 ; Jaber Hossain & Islam, 2012 ;
Harisanty, 2019). College library as a meeting place
for diversity of culture from various locations, with
different ideas. Being able to let go of all the cultural
differences that are often embedded in other
institutions. College library did not just become the
vital organs of a university, but also the university
container, the most accessible entrance.
Especially in the age of mass media sophistication
that now more loved by the people, especially the
students. The sophistication for today's highly needed
by the students especially those students are in search
of information in the form of theses, journals and so
forth. If the data connection on their smartphone
automatic long they will seek a new alternative in the
form of Wi-Fi easy to find. That is why libraries must
adapt to today's conditions in which information and
communication technology is developing very
sophisticated (Asogwa et al., 2015). Based on Law
No. 43 Year 2007 on the Library, the library is
defined as an institution managing the collection of
papers, printed works and / or work record in a
professional manner with a standard system to meet
the needs of education, research, conservation, and
recreation for the users. Therefore, libraries are
required to continue to innovate and create new
breakthrough to achieve optimal service (Hallberg &
Sipos, 2010 ; Indonesia Government, s. d.).
Airlangga University Library is college libraries
that are in the shade of Airlangga University. The
majority of library users Airlangga University are
academicians who are taking the study, the task, and
others. Although one of the famous libraries, the
library is open to the public who wish to make use of
the library facilities in accordance with applicable
regulations.
As you may know, Airlangga University Library
has a special student facility such as Wi-Fi which can
be accessed when the environment is where they are
in the library. Wi-Fi is an area facility such as internet
connection can take place wirelessly. Wi-Fi is very
easy to access by visitors to the library. This
technology is becoming a trend in various places and
in the library. Simply by logging in using the Cyber
Campus ID they can easily get free Wi-Fi facilities
library. Library Wi-Fi usage time is also long enough,
about two hours and if the visitor is still in the library.
According to research conducted by Karim,
Sumendap and Koagouw (2016) on the use of the
Purbarini, M. and Pratiwi, A.
Visitor Satisfaction with WiFi Facilities at Airlangga University Library.
DOI: 10.5220/0008666800002300
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 177-180
ISBN: 978-989-758-712-2
Proceedings Copyright © 2024 by SCITEPRESS – Science and Technology Publications, Lda.
177

Wi-Fi network to meet the needs of its users (Karim
et al., 2016).
Libraries provide a variety of facilities can be used
as a benchmark that the library is successful in
attracting visitors. Library visitor satisfaction is one
of the tasks of the library as one of the information
service providers (Borbely, 2011 ; Balog & Plašcak,
2012 ; Masrek & Gaskin, 2016). A good library can
be measured by success in present quality services to
users. By providing good facilities for users in
meeting their information needs, can be useful in
improving library visits and a reputation for itself.
The facilities were oriented to the needs of users,
Rightfully, the facility should also be oriented
towards users that their information needs are met
(Monopoli et al., 2002 ; Yue & Beisler, 2014 ;
Lozano, 2017). Adequacy of library facilities will
provide a level of satisfaction to different visitors.
With the needs of different users of this, making the
library needs to provide optimal facilities so that
every user who utilize the facility will cause a sense
of satisfaction and always use it in the future. By
doing so, the library can increase traffic through
attractive services and facilities that have been
provided.
The purpose of this study is made is Knowing how
satisfied visitors to the library students free Wi-Fi
Airlangga University Library. Knowing what
obstacles are often encountered when using the free
Wi-Fi Airlangga University Library.
2 RESEARCH METHOD
The method used in this research is quantitative
method with descriptive type. According Sugiyono
(2013) Methods Quantitative research is "a
formulation of the problem with regard to the
question of the existence of independent variables,
both just at one or more variables (independent
variables are variables that stand alone and not the
independent variable, because if the independent
variable is always paired with a variable dependent ".
Data collected by observation, questionnaire, and
documentation. the data have been obtained will be
analysed by means of the presentation of data to find
the results and draw conclusions.
3 RESULTS AND DISCUSSION
The following are the findings of the use of the Wi-Fi
in the library of the University of Airlangga.
Table 1: The use of the Wi-Fi in the library of the
Universitas Airlangga.
Use Wi-Fi
Frequency Percent
Ever 43 86.0
Never 7 14.0
Total 50 100
From the table above shows that respondents 50
people consisting of 43 people used the Wi-Fi and 7
people never use Wi-Fi library (Table 1).
Table 2: The Respondent of the Wi-Fi in the library of the
Universitas Airlangga Every Day.
The intensity of usage
Frequency Percent
Every day 16 28.0
Every week 9 18.0
Once a month 11 22.0
more 14 32.0
Total 50 100.0
From the table above (Table 2) shows that
respondents 50 people consisting of 16 people used
the Wi-Fi every day, nine people every week using
Wi-Fi, 11 people a month use the Wi-Fi, 14 people
answered the other and the answer varies by
answering each visit to the library.
Table 3: The Respondent of Objectives access Wi-Fi the
Wi-Fi in the library of the Universitas Airlangga.
Objectives access Wi-Fi
Frequency Percent
Searching for
information
26 52.0
Doing task 24 48.0
Total 50 100.0
From the table 3 above shows that respondents 50
people composed of 26 destinations using Wi-Fi to
look for information, 24 people of interest using the
Wi-Fi to work on the task.
Table 4: The Respondent of Users Satisfaction the Wi-Fi in
the library of the Universitas Airlangga.
Users Satisfaction
Frequency Percent
Very
satisfactory
6 12.0
Satisfy 44 88.0
Total 50 100.0
From the table in above shows that respondents 50
people consisting of 6 people are very satisfied with
the service Wi-Fi and 44 people answered
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satisfactorily. Conditions Wi-Fi in the library is not
every day a steady, sometimes high network
sometimes also low so long in making the
information seeking process (Table 4).
Table 5: Availability Wi-Fi as needed.
Availability Wi-Fi as needed
Frequency Percent
Very appropriate 9 18.0
Corresponding 41 82.0
Total 50 100.0
From the table above shows that respondents 50
people consisting of 9 people responded very
appropriate and 41 people answered accordingly
(Table 5).
Table 6: Availability Wi-Fi as needed.
Compliance with Requirements
Frequency Percent
Always 16 32.0
Often 17 34.0
Sometimes 14 28.0
Never 3 6.0
Total 50 100.0
From the table above shows that respondents 50
people composed of 16 people answered always, 17
people answered frequently, 14 people answered
sometimes and 3 answered never (Table 6).
Table 7: Availability Wi-Fi as needed.
Free Wi-Fi
Frequency Percent
Very good 15 30.0
Well 35 70.0
Total 50 100.0
From the table above shows that respondents 50
people composed of 15 people responded very well
and 35 people responded well (Table 7).
User satisfaction Wi-Fi library as a library facility
is influenced by many factors such as student
assignment, hours of operation and level of intensity
Wi-Fi service time. In this case too biased only free
Wi-Fi service library as a reference when fixing these
factors.
The author explains that the utilization of the free
Wi-Fi as a reference in the library of the University
of Airlangga still not in use or in use by the library’s
user, especially the academic community, this is
different from previous studies in which that explain
the free Wi-Fi service is quite exploited by some users
of the library school high, it is obviously the case for
the free Wi-Fi service that is given adequate college
and also utilized by the user. But there are also other
studies explain that the benefits of the free Wi-Fi
service is different from the expectations and the
actual purpose of it is that sometimes we as a librarian
wants a service can operate with optimal and
beneficial to those who are in need,
From the foregoing journal data is known that the
use of free Wi-Fi service as referral source at Airlangga
University library. In this case the user factors other
than librarians’ factors also need to pay attention and
drive if its use is less understood and so forth. In
addition to making changes in the actual revival
services we need to make socialization of users of
services such as training, seminars, and so forth.
4 CONCLUSIONS
Overall, for the use of Wi-Fi in the Airlangga
University library already meet and include use.
Almost all the frequent use of Wi-Fi in the university
library Airlangga. On average they often to library to
perform tasks. Most of them come to library to find
information. In doing the task itself is very helpful
Wi-Fi students to find the information they need.
Services own facilities to satisfy most of them have
been satisfied with the service provided. Mostly
students do not need assistance in the case attendant
Wi-Fi. The average Wi-Fi service usage requirements
have been met and the Wi-Fi service itself is up to
date. Wi-Fi already meet the availability requirements
according to the needs of each user Wi-Fi. The
service provided has been very supportive. And most
users rarely communicate with other users. Librarian
service itself is satisfactory. Skill, sensitivity, and
have good skills.
But despite both would be much better if the
library to better understand the Wi-Fi. As if at certain
hours which are usually free Wi-Fi service tends to
slow and make productivity can suffer. Although
libraries already provide the maximum speed would
be better if more optimizing free Wi-Fi service.
Users want free Wi-Fi service was very satisfying
them and as reference material for the study and the
first reference time looking for information, provide
information - latest information and give convenience
in searching browse the information that they need.
If possible, bias in adding more speed Wi-Fi which
is in the library. Or if the bias creates a multi-purpose
room that is more concerned with speed Wi-Fi so the
free Wi-Fi service users do not hassle when trying to
look for a reliable Wi-Fi bias. Or by libraries provide
library services with guaranteed pay in the super-fast
Wi-Fi and biased in use when we were in the room.
Visitor Satisfaction with WiFi Facilities at Airlangga University Library
179

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