Increasing User Independence to Maximize Library Services, UiTM

Puncak Alam

Lika Septi Prihadini

and Dian Indriani

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

Faculty of Vocational Studies, Airlangga University, Indonesia

Keywords: Academic Library, Satisfaction, Self-Service.

Abstract: The purpose of this study is to analyse and evaluate the transition of an independent customer service model

in Tun Abdul Razzak Library (PTAR KPA), UiTM Cawangan Pucak Alam. This study observes the

customer satisfaction by asking specific questions covering various points of self-service offered by PTAR

KPA to its user. Research methodology is by interviewing library staffs and head of the library to get more

in-depth information about how the transition affects the entire library system, its policies and procedures,

and staffing. The results of this study are intended to show the level of effectiveness using an independent

service model in a library institution.

1 INTRODUCTION

Self-service technology (SST) is a technology

intermediary that allows consumers to produce their

own services without being dependent on

employees, for example, automatic teller machines,

banking services through the internet (De Leon,

Atienza and Susilo, 2020). However, today there are

very few visitors or library users in utilizing library

services, therefore some service changes and

improvements have been carried out by many

agencies-information agencies (Hsiao and Tang,

2015; Harisanty, 2019). Service is an effort or

treatment of someone or some people to achieve

customer satisfaction, besides that service can also

be defined as economic and social activities that

produce economy (Pakurár et al., 2019).

Self-check System is a Radio Frequency

Identification (RFID) technology that allows an

item, for example a library book, to be tracked and

communicated with by radio waves (Basu and

Biswas, 2020). RFID is a broad term for

technologies that use radio waves to automatically

identify people or objects (Sunyowati et al., 2022).

There are several methods of identification, but the

most common is to store a serial number that

identifies a person or object, and perhaps other

information, on a microchip that is attached to an

antenna (the chip and the antenna together are called

an RFID transponder or an RFID tag) (Romadhona,

Subagyono and Agustin, 2022). The antenna enables

the chip to transmit the identification information to

a reader (Subagyono, Chumaida and Romadhona,

2022). The reader converts the radio waves reflected

from the RFID tag into digital information that can

then be passed on to computers that can make use of

it (Zhu, 2021).

2 RESEARCH METHOD

This research uses a descriptive approach. To get

information related to the research, the researchers

conducts a literature review, observes to the library,

observes the atmosphere at the research location,

and conducts interviews with those who are

considered to understand the problem being studied,

namely librarians / library staff and visitors, then all

the results are recorded as author data.

3 RESULTS AND DISCUSSION

The results of this study describe the results of data

collection carried out by means of interviews using

interview guidelines where the questions submitted

in depth to the resource person so that it can be

narrowed or expanded topics related to the

Prihadini, L. and Indriani, D.

Increasing User Independence to Maximize Library Services, UiTM Puncak Alam.

DOI: 10.5220/0008669100002300

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 135-137

ISBN: 978-989-758-712-2

135

implementation and constraints of self service

(Romadhona, 2022). The author also observes while

doing research to get the data needed. In addition, by

analysing journals related to self-service. The results

of the research were obtained, as follows: The

implementation of Mandiri Services in PTAR which

was taken based on the decision to implement a

system certainly could not be separated from the

circumstances that occur in a library or library needs

to improve the quality of its services (Hernoko et al.,

2022). Just as the decision to apply RFID to PTAR

certainly has its own background. Based on the

interview results the background was applied,

namely:

(The library must make changes) Changes

have already been made by several libraries

including the Tun Abdul Razaq library, by having a

unique and interesting interior design. In addition,

the resource person also explained that the change

for the sake of change is not so easy to live because

where the library changes from technology, human

resources and even the user behaviour is organized

or improved. With a lot of support from the

information system owned by Tun Abdul Razaq

Library, they believe that change can be achieved

and have a positive impact on all levels.

(Hardware) Self-service support system or

hardware owned by Tun Abdul Razaq Library is a

book drop machine that functions to return book

lending independently which aims to save time and

efficiently if students do not have time to come to

the library to be able to perform independent return

services beside the library.

(Software) in the Tun Abdul Razaq library there

are various types of software that are used both to

perform services and processing library materials

and are used to support the operating system in the

library. In the Library Tun Abdul Razaq itself has a

classification system referring to RDA / Indomarc,

namely where the system is applied by librarians to

manage library materials and control library

materials. For web site systems they use LIBSYS to

support their processors and devices. While for

website display, they use the Jomla application that

is not paid, but the weakness is easily attacked by

hackers outside.

(Punctuality) this timeliness is related to the

time needed to carry out the self-service process

whether it is effective and can help students in

solving their time problems. With self-service, can it

also save time.

(Benefit) with the implementation of this self-

service system the benefits felt by librarians both in

terms of time efficiency and work effectiveness.

Self-service has had a very positive impact on

visitors and librarians can be seen in terms of the

intensity of the use of self-service (Romadhona et

al., 2022). In addition, the resources for librarians

can be saved more by the existence of this

independent service, the Library of Tun Abdul

Razaq saves funds for human resources and

librarians can also do other work that can take

advantage of their time (Romadhona, 2020). In

addition, with the implementation of an independent

service system based on RFID collections, it is safer.

The direct review results that most users use

independent services because they are very time

efficient and do not need to queue to get a service.

4 CONCLUSIONS

Information services in information, information that

is relevant to people who interact can be the best

way to get attention and users. In this way the

information agencies can also implement live chat

services or relevant information for questions that

have been submitted by users for the library, this

method can also be an option that allows users and

become one of the chosen institutions. To get a good

response also need reciprocal assistance from two

directions so verbal communication is also needed in

order to attract users' interest in using the library.

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