Excellent Service Strategy in the ITS Library

Endang Fitriyah Mannan, Esti Putri Anugrah, Dinda Octavia and Bella Safira Salim

Library Studies, Faculty of Vocational Studies, Universitas Airlangga, Indonesia

Keywords: Excellent Service, College Library, ITS.

Abstract: Excellent service is a concern for customers by providing the best service to facilitate the ease of meeting

needs and realize their satisfaction, so that they are always loyal to the organization/ company. To achieve a

prime level of service, the library must be able to serve users satisfactorily, both with the skills possessed by

librarians and by maximizing supporting facilities that can cause comfort for consumers. The writing of this

article uses a qualitative approach method by means of observation, interviews, and literature studies. The

result of writing this article is by improving the quality of an excellent service in the library, ITS library has

several ways and strategies to meet the needs of its users. One of them is by applying the love service, which

is one of the library services that are given sincerely and sincerely to users. If the love service provided can

satisfy the user, then the impression and positive value for the library will increase. So, to improve service

becomes excellent service that must be improved not only in the library as an institution, but also to librarians

as actors of service providers to their librarians.

1 INTRODUCTION

The college library is a major supporting element in

the organization of higher education. The library is an

integral part of a parent institution that aims to

provide information needs for the academic

community to implement the Tri Dharma college

program, which includes education, research, and

community service. At present, the exclusion of a

library can be seen from the number of visitors who

come to utilize library services (Hallberg & Sipos,

2010 ; Wilson, 2018 ; Xi et al., 2018 ; Harisanty,

2019). This is the ideal and main goal of each library.

Service and support to customers can be meaningful

as a form of service that provides satisfaction to its

users, it is always close to its so pleasant impression

will always be remembered by the user. The service

to help set up is what is needed by others. any service

excellence service requires or called with excellent

service (Sari & Rahmah, 2013).

Excellent service is a concern to customers by

providing the best services to facilitate ease of

fulfillment and satisfaction realize that they are

always loyal to the organization (McGregor, 2008).

The most important thing in the excellent service

definition must be at least three major issues, namely

their attitudes related to the approach to the customer

care, efforts to serve the best course of action, and

there is a goal to satisfy customers with standards-

oriented services (Barata, 2003).

Excellent service at the library is one of the efforts

made by the agency to serve user library as well as

possible, to give satisfaction. Waiters prime of the

library has been emphasized in the law library

number 47 of 2007, concerning library services

Article 14 paragraph (1) "excellent library services

performed and oriented to the interests user".

Excellent service provided by librarians especially

those related to attitudes and behavior. Control of

attitude and behavior of librarians will determine

whether the services provided to usernya.

Moreover, to achieve the level of service

excellence then the library should be able to serve

user satisfactorily (Jayasundara, 2015), both with the

skills of librarians covering ability, attitude,

appearance, attention, action, responsibility, speed,

accuracy, friendliness, comfort (Garthwait &

Richardson, 2008 ; Helgesen & Nesset, 2011). As

well as to maximize the support facilities that include

buildings, interior and exterior design as well as tools

and equipment capable of causing convenience for

consumers (Li et al., 2018). So, to improve the service

became excellent service should be improved not

only in the library only as an institution but to the

Mannan, E., Anugrah, E., Octavia, D. and Salim, B.

Excellent Ser vice Strategy in the ITS Library.

DOI: 10.5220/0008666900002300

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 25-29

ISBN: 978-989-758-712-2

librarian as well as service providers to user

perpetrators.

The aim is to provide the excellent service that can

meet and satisfy the customer or the society as well

as providing focus customer service (Morris, 2008 ;

Kaur & Singh, 2011). Thereby also the case with the

implementing ITS Library service of love being one

excellent service ITS is given in the library as services

indispensable for realizing user satisfaction. If the

service can satisfy the love given user, the impression

and a positive value for the library will increase. So,

user prima means it can help user needs, and done in

a way that user best so it will feel very satisfied.

2 RESEARCH METHOD

The method used in this research is a case study

method with a qualitative approach. According

Moleong (2011) that qualitative research is research

that aims to understand the phenomenon of what is

experienced by the subject of the study such as

behavior, perception, motivation, action and more

holistically and by way of description in the form of

words and language, in a special natural context and

by using various natural methods. The research

method was chosen so that the data can be explored

thoroughly and deeply, so the purpose of this research

can be achieved. Observations made directly to ITS

Library. Interview directly given librarian ITS

Library. A literature study by using books-books and

reading are considered essential in accordance with

the issues discussed.

3 RESULTS AND DISCUSSION

3.1 Strategy Library Service

Excellence in ITS

Libraries are able to provide a service of excellence

will have a good image (Majid et al., 2001 ; Heradio

et al., 2012). Of imagery is what will give added value

to a library as an institution. Libraries that have a

good image will menajdi references to other libraries

in providing excellent service. This good image will

also promote the good name of an institution that

houses the library and will take effect with increasing

visits acquired by the library.

To improve the quality of a service in a library is

not easy, it takes several ways or strategies that must

be done by a library to achieve maximum results.

There are several methods or prime service strategies

used by the ITS library in improving service quality

and can meet the needs of ITS library users.

The first is the increasing number of collections.

The improvement in the library collection is

mandatory to meet the needs of users so that quality

in a service library can be increased. At the ITS

library itself is now more focus on increasing the

number of electronic-based collection or digital such

as E-books and e-journals. Increasing the number of

electronic collection is done by the library ITS to

follow the demands of the current times and the needs

of users, which at the present time there is a change

of information retrieval on the behavior of people

who prefer instant information, quickly and easily

accessed anywhere and it does not escape to digital.

The addition of electronic library collections ITS

performed by subscribing on several E-book and E-

journal. E-book and journals - journals subscribed by

the library ITS according to the demand and needs

user and as service users. In addition to improving the

electronic collection, the library also manages the ITS

Scientific work of the academic community of ITS as

a final project, thesis, dissertations, and research

reports. Given the ITS library is a library of the

college, it is important to provide ITS library

resources - resources that could be used user as

reference material. Each year the library serves

acceptance ITS scientific works of academicians of

ITS and manage it well. ITS library also manages the

work of the academic community ITS Scientific such

as thesis, thesis, dissertations, and research reports.

Given the ITS library is a library of the college, it is

important to provide ITS library resources - resources

that could be used user as reference material. Each

year the library serves acceptance ITS scientific

works of academicians of ITS and manage it well.

ITS library also manages the work of the academic

community ITS Scientific such as thesis, thesis,

dissertations, and research reports. Given the ITS

library is a library of the college, it is important to

provide ITS library resources - resources that could

be used user as reference material. Each year the

library serves acceptance ITS scientific works of

academicians of ITS and manage it well.

Table 1: ITS Library Collections Year 2017.

No. Title Collection Title Exem

lars

1. Textboo

42.967 98.899

2. The reference 2.033 2.394

3. Worl

Ban

534 616

4. ITS works 1.947 2.280

5. Final D3

D4 59.332 59.332

6. Thesis 9.140 9.143

7. Dissertation 282 282

ICRL 2018 - 3rd International Conference on Record and Library

Second, Improve infrastructure to library services.

Adequate facilities and infrastructure to support for

the library service activities run well and smoothly.

At the ITS library has been providing various

facilities to attract users to visit the library. One of the

ITS library facilities that may not have been applied

to other libraries is disabled access to the library

entrance ITS. This is very helpful with disabilities

access the disabled who will visit in the library and is

very good if applied across the library so that the

library can be utilized by various circles of society.

At ITS Library also include Home Theater located on

the 4th floor to the icon for the library to attract users

ITS. In the ITS library usually play a movie was as

much as two times a week and also a home theater

can be used by a library user who wants to use the

home theater. In addition to disability access and

home theater, ITS library also provides facilities and

other support services such as the library reading

room that is interesting so that users can comfortably

when reading in the library, discussion, internet

service and a computer, etc.

Third, conducting user education. In the ITS

library there are librarian activities that provide

information to users about the procedures of library

users by providing a direct explanation of the terms

and conditions available at the ITS library. In

addition, the collections in the ITS library are

increasing but the use of collections and facilities

provided by the library is still too minimal so that one

of the library's objectives is to hold this user

educational activity to increase the collection and

facilities and services provided by the ITS library.

User education activities held in the ITS library

include: E-Resources Class, ITS Library Tour and

Training and ITS Library Orientation.

Fourth, follow up on service utilization. To

improve the quality of services can be done by

increasing the existing resources in the library

environment and establish cooperative relationships

with certain parties so that services will be realized as

expected. The development of the world of

technology brings many changes in the library, one of

which is the behavior of users in the ITS library where

electronic collection users are increasing and the use

of printed collections is decreasing so that the ITS

library promotes and disseminates information about

each activity and enhances the quality of library

services so that users can know every quality

improvement conducted by the library as well as any

activities held at the ITS library. To follow up on

services, the library provides a suggestion box to

accommodate suggestions from users for service

improvements so that the service becomes even

better. With the follow-up service from the service

provider can accommodate the user's aspirations if

there are complaints in the library. Service providers

can also seek comfort and convenience for users in

communicating with libraries and librarians, so that

they can submit complaints or suggestions to service

providers.

Fifth, And the fifth which is the main strategy of

the ITS library and very superior in improving the

quality of ITS services that implement a service of

love as an embodiment of excellence in library

services ITS. The service of love is service given

sincerely library to user. With love this library service

can provide an interesting first impression and be

remembered by user. User first impression is the key

point whether user will be back to visit in the library

or not. If the service can satisfy the love given user,

the impression and a positive value for the library will

increase. So it is expected for the librarians to be able

to implement this service in serving user love and

realize the implementation of a service of excellence

library.

3.2 Improving Librarian Competency

as an Excellent Service Strategy

In the library of ITS has conducted various activities

in order to improve the competence of staff and

librarians, either by including in the education and

training activities, seminars / workshops, certification

exams librarians, where all activities meant that staff

have the ability to provide excellent service at user

(Robinson & Glosiene, 2007 ; Maesaroh & Genoni,

2009).

To achieve the level of service excellence then the

library should be able to serve user satisfactorily,

either with the skills of librarians (ability, attitude,

appearance, attention, action, responsibility, speed,

accuracy, friendliness, comfort) and to maximize

facilities support (building, interior and exterior

design as well as equipment and supplies) that is

capable of inflicting convenience for consumers. So

to improve the service became excellent service

should be improved not only in the library only as an

institution but to the librarian as well as service

providers to usernya perpetrators.

As in the ITS library which has the motto to be

used to achieve the vision and mission effectively and

quickly, which is "LOVE ITS". the meaning of the

motto Love ITS is an affirmation that motivates the

entire staff of the library ITS perpetrated information

Creative, Informative, Networking, Technology

Base, Accountable, International Standard, Time, and

Smile. With the motto ITS library staff are required

Excellent Service Strategy in the ITS Library

to always provide the best service to the community

with love and user. Love ITS sincere and honest that

is what needs to be given to user.

In an effort to build a service of love as an effort

to improve service excellence and courage needed

change in the start. The changes in question here is

the library will change for the better. In addition, it

needed a commitment, competence and ability of the

librarian and the library staff in their duties in the

library. The competence of a library is needed to drive

the rate and quality of service. With the competence

and ability were good, librarians can provide the best

service and to develop the quality of services in a

library. ITS In the library there are several activities

that are carried out to improve the competence and

skills of librarians and staff ITS Library.

• And librarians send staff to attend training

activities, seminars, workshops, etc. With the

existence of these activities, librarians and library

staff will have a capital of skills, knowledge and

extensive knowledge that librarians or the staff of

the library will be more confident in applying the

results of the experience gained and can improve

performance in the library.

• Improve the performance of library staff with

physical and spiritual formation. Physical training

is routinely carried out is morning exercise every

Friday in the first week until the third week. While

for spiritual formation there are 2 activities. The

first recitation was held every Friday in the last

week. And other activities that complement

spiritual formation, namely reciting (reading the

Qur'an) every Wednesday before starting the

morning enlightenment activities (morning

enlightenment).

• Other important activities to improve the

performance of staff and librarians by conducting

morning enlightenment or morning

enlightenment. Morning enlightenment is an

activity in an effort to fill the mind with positive

things. Morning breakdown must be done every

morning before starting work for 15-20 minutes.

The mechanism of enlightenment this morning is

done by gathering in circles and standing up. Then

in the meeting every library staff or one of the

library staff is required to provide positive

information or share stories that have positive

values from experience, read books or from the

results of training, workshops / seminars and

workshops, so that all other staff can receive

benefits from positive value given. After the

sharing activity continued with a prayer and ended

with the ITS library jargon. With the existence of

the jargon can encourage the librarians and library

staff to start their activities.

• Training Maintaining and improving the quality

of teamwork through fun activities team works

out that is getting stronger and awake library.

With a great service to provide the best service to

users.

• ITS literature also organizes activities such as

seminars or training for both librarians or visitors.

4 CONCLUSIONS

Excellent service at the library is one of the efforts

made by the agency to serve user library as well as

possible, to give satisfaction. Excellence in library

service strategy ITS improve the collection, improve

infrastructure to library services, conduct education

manual (user education), following up on service

utilization, implementing love services as an

embodiment of excellent service and also increasing

the competence of librarians and library staff. To

achieve the highest level of service, libraries must be

able to serve users well with the skills and

competencies possessed by librarians such as ability,

attitude, appearance, attention, action, responsibility,

speed, accuracy, friendliness, and comfort provided

by librarians to the users.

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