Analisis Tingkat Kepuasan Pengguna Terhadap Layanan Ask a Librarian Di Perpustakaan Universitas YARSI

Abstract

Introduction. Due to the pandemic, virtual services must be maximized as a support for limited face-to-face services. This paper measures the level of user satisfaction with the Ask a Librarian service at the YARSI University Library from the Affect of Service dimension (Performance of Officers in Service); measuring the level of user satisfaction with the Ask a Librarian service from the Information Control dimension (Quality of Information and Access to Information); and measuring the level of user satisfaction with the Ask a Librarian service from the Library as Place dimension. Data Collection Methods. Using a quantitative descriptive method, the aspects studied are based on LibQUAL+™. Data collection through questionnaires from 104 samples. Data Analysis. Measurement of validity and reliability using SPSS, analyzing data with (Gap Analysis) based on LibQUAL+™ to determine user satisfaction. Results and Discussion. Research shows; User perception gets a score of 7.50; The minimum expectation (HM) of the user gets a score of 5.93; The ideal expectation (HI) of the user gets a score of 6.79, the user's adequacy gap (AG) gets a score of 1.57, the superiority gap (SG) of the user gets a score of 0.71. Conclusion. YARSI University Libraries can maintain and improve the quality of the library where users are "quite satisfied" and "very satisfied" with the service. This study only examines one user group, namely YARSI University students. For this reason, further research can conduct research on different users.