User Satisfaction on e-Library Services in the Airlangga University

Library

Lila Dwi Anjarwati

and Reza Mua'dzatul Masrurah

Library Studies, Faculty of Vocational Education, Universitas Airlangga, Jalan Airlangga 4-6, Surabaya, Indonesia

Keywords: e-Library, User Satisfaction, Library Services.

Abstract: This study aims to determine the level of user satisfaction with the services of e-library at Airlangga

University campus library B. Type descriptive qualitative research. Sources of data in this study are

librarians and library visitors. Data was collected through: (1) interview, (2) observation, (3) documentation.

Population taken from the number of users a collection of reference service within one month, with a

sample of 50% of the visitor’s service reference. These results indicate that the collection of e - journal

helps users library to find the information needed, demonstrated by 22% answered strongly agree, 52%

disagree and 26% answered quite agree.

1 INTRODUCTION

Development of information in modern era, this

requires an institution especially information

providers to be able to improve the service system

information quickly and accurately and be able to

meet the demands of the entire community will be

informed (Suhariono et al., 2022). Therefore, the

library as the Institute for service providers are

required to be able to improve library services in the

service sector as well as educational information.

Efforts to achieve a good library service, therefore

institute new library information services provider

that aims to serve users as library information

services provider that should provide the best service

system (Dessy, 2016).

Service in the library is the most important

element in a library in organizing all activities in the

library. Library services have all forms of

collections or library materials that are owned and

served to users who come to request the information

needed (Romadhona, 2022). The library can also

help visitors to get information that is fast, precise,

and accurate according to their needs (Romadhona,

Subagyono and Agustin, 2022). The library has

various types of services in accordance with the

situation, conditions, capabilities, and development

of libraries. With all aspects - the aspects of the

needs and desires of the users and understanding

how the users are (Romadhona et al., 2022).

Many people in higher education has been

familiar with the product revolution of information

and communication technology (ICT), such as e-

mail, e-library, e-learning, e-repositories, e-book,

and e-journal (Sunyowati et al., 2022). However, in

Indonesia, the e-journal, which has long been known

and widely used by research, not really known by

the public. This situation is unfortunate because the

number of digital public library has increased

rapidly in recent years, along with an increase in

ICT services (Subagyono, Chumaida and

Romadhona, 2022). Digitizing service is considered

more efficient and practical for all parties involved.

Thus, the availability of and access to e-journal has

become a necessity for these public libraries,

especially those located in the higher education

institution (Rushd, 2014)

E-Library is a service that provides sources of

information in digital form, including: OPAC

(Online Public Access Catalogue); ADLN

(Airlangga Digital Library Network); Online

Journal, among others: ProQuest: Academic

Research Library, Journals Psychology, Biology

Journals, ABI / INFORM Dateline, ABI / INFORM

Global, ABI / INFORM Trade & Industry, Health &

Medical Complete; SpringerLink Journal All

Collection; Elsevier ScienceDirect: Business,

Management and Accounting

Customer satisfaction is the feeling that the

expectations have been met or exceeded. According

to Joseph (2009: 330) library users can be divided as

Anjarwati, L. and Masrurah, R.

User Satisfaction on e-Library Ser vices in the Library of the University Campus B Airlangga.

DOI: 10.5220/0008668400002300

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 103-106

ISBN: 978-989-758-712-2

103

follows: First, user groups or communities who have

not served in the library world known as potential

users (potential users). Secondly, those who have

come to the library or library services are already

utilizing the services referred to by the actual users

(actual users).

Quality of service is a must-have thing in the

Airlangga University Library with the good quality

of service, so users will be happy because they are

noticed, and visitors will often visit the library.

Quality is how to fulfil an ideal that will always

relate to products, services, or humans, it can also be

explained that good quality services in the library

are used to measure how well the level of service

that has been provided to be able to fulfil the desires

or aspirations of the users . With the good quality of

service within the library, it will also foster

satisfaction in the users. The level of satisfaction of

users can be seen from various ways or facilities and

infrastructure that have been provided by the library.

On the other hand, customer satisfaction is always

faced with complaints. There are always complaints

about library users such as the absence of training

for students for procedures for accessing e-journal.

Campus B UNAIR library measures the level of

user satisfaction can be measured by how often users

use library services. Here the convenience of users is

also noted, if the user is not satisfied with the

services provided, the user can talk directly to the

library officer or can write a suggestion box

provided by the library. Comprehensive services are

also taken into account so that users become

satisfied in the library, because with the existence of

services that satisfy the user, they will feel that the

needs they want are fulfilled in one place, and the

user will come back again.

Based on research conducted by (Nistantya,

Darwiyanto and Hidayati, 2015) from the results of

the analysis in this study it can be concluded that to

measure the quality of Telkom University digital

library based on user perception can be measured

using methods WebQual 4.0 consisting of dimension

Usability, Information Quality and Service

Interaction Quality. Value gaps (gap) between

performance and expectations of users on the system

are commonly found on Usability dimension with a

value of 10.

Based on the research carried out (Nurvia, 2016)

the quality of digital library services in the BPS

Library of Riau Province already has good quality,

this can be seen from the average value for the

perception of 3.59 while the average value for

minimum expectations is 2.87, so the Gap is

positive, namely 1, 04 while the average value for

the idealized expectations is 3.99 so that it still has a

negative gap which is equal to -1.15 (Nurvia, 2016).

Based on research conducted by (Batubara,

2009), based on the description of the results of the

discussion can be concluded that the quality of

service is always noticed and felt by the user, giving

rise to a certain attitude of the users towards the

library. This user perception should be known by the

library for the basic ingredients of an evaluation of

the facilities and services carried out. Whether it has

been meeting the needs and expectations of users or

not. Service quality is influenced by various factors

such as the attitude of the officers, communication,

physical resources, and material information.

(Batubara, 2009).

Based on research conducted by (Adi, Djailani

and Ibrahim, 2015). Based on the description of the

results of the discussion it can be concluded that in

building and managing digital libraries in Banda

Aceh 2 High School, there are several obstacles that

cause poor utilization of digital libraries namely,

development costs and management of school digital

libraries and human resources who have the ability

to use and utilize information technology (Adi,

Djailani and Ibrahim, 2015).

Based on the research conducted by (Halim,

2009), based on the results of clustering analysis on

Airlangga Digital Library's access data mining log

shows that 92.24% of users access via ADLN

services in libraries with long access more than 10

minutes. The analysis also shows that 75.64% of

users access more than 10 minutes from 92.24%

who access through the ADLN service. While the

hours of visiting the ADLN site, most of the user’s

access at 10.00 WIB until 15.00 WIB. This

condition needs to be observed if you want to

develop the ADLN as one of the richt file sources in

evaluating webometrics ranking. Richt files have

indeed contributed large points, but seeing in terms

of access to the ADLN shows that the ADLN is less

accessible from the internet and more accessible on

an intranet basis so that the assessment of

webometrics from the accessible side becomes less.

(Halim, 2009).

Based on research conducted by (Rumaniati,

2014) According to the research conducted by

researchers about the quality of the user on the

digital service library , based on the research

question has been raised, the researchers were able

to conclude the research findings, which concluded

that digital library users on the service rated it's good

because 60% higher than the rating category less

satisfied by 40% (Rumaniati, 2014).

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Based on research conducted by (Widayanti,

2015), based on the description of the results of the

discussion can be concluded that the digital library is

a library that has a technological advantage. And

management system has been supported by

technology and its collections in the form of digital

technology. The existence of digital libraries

provides a solution to the user and offer convenience

for users to access electronic information resources

with a fun tool in a limited time and opportunity.

Users are no longer physically bound to the hours of

library services where users must visit the library to

get information.

2 RESEARCH METHOD

This study used descriptive qualitative method.

Qualitative research method is research that uses

analysis with descriptive nature. Descriptive means

that it can be a problem categorized or in other

forms such as documents, photographs, and notes

during research. In qualitative methods, the subject's

perspective is highlighted. The subject of this

research is librarians and library visitors. While for

the technique of collecting data and getting the

perceptions of our users through questionnaires,

observation, and documentation. We observe and

collect information about libraries as well as

suggestions and criticisms for constructive libraries.

The results of our study will be written in qualitative

reports that can answer the obstacles. Respondents

from this study were librarians and library visitors

by asking several questions from conclusions.

3 RESULTS AND DISCUSSION

3.1 Data Processing Results of the

Questionnaire

From the results of data processing can demographic

data about the origin of the faculty as follows: 5

respondents courses accounting, 3 respondents

courses anthropology, 4 respondents courses Islamic

economics, 2 respondents course development

economics, 4 respondents courses pharmacy, 4

respondents courses international relations, 4

respondents courses library and information studies,

2 respondents program legal studies, first responder

communication science courses, one respondent

department of political science, 2 respondents course

of history, 6 respondents courses social sciences, 6

respondents management courses, 1 respondents

course library, 3 respondents psychology courses

and 2 respondents sociology courses. The main

purpose of the respondents visited the library is 8

respondents are looking for entertainment,

Questionnaire about the some often do you visit

the e-library showed that there were 50 respondents

consisting of, 13 respondents answered 1-2 times a

week, 30 respondents answered 1-2 times a month

and 7 respondents is more than 3 times a week, with

goal for 41 respondents look for information to do

the task, four respondents seek preferred reading

material, 4 respondents answered for entertainment

and one respondent answered pastime.

For the most widely used e-library service

utilization, 35 respondents answered ProQuest, 5

respondents answered the University Repository and

10 respondents answered Scopus. e-library service is

very helpful for respondents to look for information

needed where 50 respondents agree on this.

3.2 Utilization of e-Library Services

Airlangga University Library

Based on research by Zahara Zurni Naidoo titled

"The Effect of Service Quality Satisfaction USU

Students Using the Library". based on the research

data were collected through questionnaires,

interviews, observation, and documentation study.

Instrument validity was tested by using a test

construct validity and reliability of the instrument

was tested using Cronbach Alpha. Analysis of the

data using descriptive analysis was supported by a

survey method, the hypothesis was tested using

multiple linear regression with evidence interval

95% (α = 5%). The results showed that the

dimensions of reliability, responsiveness, assurance,

empathy, and tangibles have a positive effect on

student satisfaction by 0.563 with a significant level

of 95%. It shows that 56.3% of student satisfaction

in using USU Library can be affected by several

dimensions such as reliability, responsiveness,

assurance, empathy, and tangibles and the remaining

43, 7% is influenced by other independent variables

that have not been demonstrated. and it is not under

consideration. The most influential dimension in

satisfying student in USU Library is using direct

dimension tangibles is a standard coefficient of

0.318.

Based on the research of Astri Suryaningsih with

title "Behaviour invention Airlangga University

Researcher Information Through E-Journal" The

approach is quantitative with the type of descriptive.

Respondents were 40 people. Samples were taken

using purposive sampling. The instrument used was

User Satisfaction on e-Library Services in the Library of the University Campus B Airlangga

105

a questionnaire. The results obtained are researchers

doing feature starting, chaining, browsing,

differentiating, monitoring, extracting, verifying,

and ending. Source e-journal that is most used by

researchers is e journal on web sites indexed by the

search engine Google Scholar. Barriers experienced

by the other researchers were exhausted when

reading on a computer screen for too long,

lack of

time, e -journal article is not available in full text,

access to e-journals subscribed Airlangga University

Library on the campus, and the speed of Internet

access Airlangga University slow.

Library is one of the most important factors in

educational institutions should always improve

services for the community to provide some support

access. E - Library is to support educational

activities in access to information for the benefit of

the quality of education. E-Library Services

Airlangga University library, located on the first

floor, often used for students to search for

information or references required for the tas

Constraints there are no information or steps to

access e-library services so that users have difficulty

finding a journal; Internet networks are sometimes

slow; e-library service promotion is lacking so

students / library users do not know.

4 CONCLUSIONS

E-Library collections such as E-Journal, E-book and

others are very helpful in getting the information

they need, often using E-Journal, ProQuest, as an

ingredient to find information. Students use the E-

Library service to look for assignments, besides that

in the E-Library room it is also convenient to do

assignments, or to find the information needed, the

access speed of the Airlangga University e-Journal is

also fast. Facilities of physical equipment in the E-

Library room such as tables, chairs, computers and

so on, including complete and users feel comfortable

in the room. Officers at polite E-Library services can

communicate well to users.

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