Develop Librarian Abilities

Oct 13, 2025 by talynt.org 80 views

Introduction

The Medan Industrial Chemical Technology Polytechnic Library (PTKI) is a vital source of information for students, providing them with access to a wide range of resources and services. However, despite its importance, the library has faced numerous complaints regarding the quality of its services. This has led to a pressing need for in-depth studies to identify the root causes of these complaints and to develop strategies to improve service quality and achieve student satisfaction.

Background

Previous research has highlighted the significance of service quality in academic libraries, emphasizing its impact on student satisfaction and overall learning experience. However, the Medan PTKI Library has struggled to meet the expectations of its students, leading to a decline in satisfaction levels. This study aims to address this issue by examining the quality of library services in PTKI Medan and identifying areas for improvement.

Methodology

To collect data for this study, researchers employed a questionnaire distributed through Google Forms. The methods used in this study are Servqual, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA). These methods were chosen for their ability to provide a comprehensive understanding of service quality and student satisfaction.

Servqual Method

The Servqual method is a widely used tool for measuring service quality by identifying the gap between customer expectations and reality. In this study, the Servqual method revealed that the dimensions with the largest negative gap were empathy, particularly related to the attribute "ease of asking for help from the librarian." This finding suggests that students find it challenging to receive the assistance they need in the library.

Customer Satisfaction Index (CSI)

Through the CSI method, this study demonstrated that several criteria related to student satisfaction with service quality are in the dissatisfied range until satisfied. The dimensions of tangible (physical evidence), reliability (reliability), responsiveness (responsive power), and empathy (empathy) received dissatisfied ratings with CSI percentages of 68.50%, 69.79%, 65.75%, and 63.01%, respectively. In contrast, the Assurance dimension (guarantee) received a higher level of satisfaction with a CSI percentage of 72.06%. This finding indicates that students are relatively satisfied with the service guarantee aspects provided by the librarian.

Importance Performance Analysis (IPA)

Using the IPA method, three attributes emerged as priorities for improvement: HRS1, HAS4, and KEM3. This suggests that there are specific elements in library services that require immediate attention to increase student satisfaction overall. For instance, the development of librarian abilities to provide fast and effective assistance is crucial.

Conclusion

The results of this study highlight the need for improvements in several aspects of library services to enhance student satisfaction. While there are dimensions of services recognized by students as adequate, there are also areas that require more attention to improve their experiences. Recommendations for the management of the Medan PTKI Library include making improvements to attributes with the largest gap and increasing service elements that further guarantee student satisfaction.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve Empathy: The library should focus on improving the attribute "ease of asking for help from the librarian" to address the significant negative gap in empathy.
Enhance Tangible Aspects: The library should invest in improving the physical evidence of its services, such as the availability of resources and the condition of the library facilities.
Develop Librarian Abilities: The library should prioritize the development of librarian abilities to provide fast and effective assistance to students.
Increase Assurance: The library should focus on increasing the guarantee aspects of its services, such as providing clear information and resolving issues promptly.

Future Directions

This study highlights the importance of continuing evaluation of service quality to ensure that the library functions optimally as a learning resource for students. Future research should focus on implementing the recommendations outlined in this study and monitoring the impact of these changes on student satisfaction.

Limitations

This study has several limitations, including the use of a self-administered questionnaire, which may have introduced biases in the data collection process. Additionally, the study focused on a single library, which may limit its generalizability to other academic libraries.

Conclusion

In conclusion, this study demonstrates the significance of service quality in academic libraries and highlights the need for improvements in several aspects of library services to enhance student satisfaction. By implementing the recommendations outlined in this study, the Medan PTKI Library can improve its services and provide a better learning experience for its students.

Q: What is the purpose of this study?

A: The purpose of this study is to identify the quality of library services in the Medan Industrial Chemical Technology Polytechnic Library (PTKI) and to understand how it affects student satisfaction.

Q: What methods were used in this study?

A: The methods used in this study are Servqual, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA).

Q: What is the Servqual method?

A: The Servqual method is a tool used to measure service quality by identifying the gap between customer expectations and reality.

Q: What were the results of the Servqual method?

A: The results of the Servqual method showed that the dimensions with the largest negative gap were empathy, particularly related to the attribute "ease of asking for help from the librarian."

Q: What is the Customer Satisfaction Index (CSI)?

A: The Customer Satisfaction Index (CSI) is a method used to measure customer satisfaction by evaluating the performance of a service against customer expectations.

Q: What were the results of the CSI method?

A: The results of the CSI method showed that several criteria related to student satisfaction with service quality are in the dissatisfied range until satisfied.

Q: What is the Importance Performance Analysis (IPA)?

A: The Importance Performance Analysis (IPA) is a method used to identify the attributes that are most important to customers and to evaluate the performance of a service against these attributes.

Q: What were the results of the IPA method?

A: The results of the IPA method showed that three attributes emerged as priorities for improvement: HRS1, HAS4, and KEM3.

Q: What are the recommendations for improving service quality and student satisfaction?

A: The recommendations for improving service quality and student satisfaction include:

Improve Empathy: The library should focus on improving the attribute "ease of asking for help from the librarian" to address the significant negative gap in empathy.
Enhance Tangible Aspects: The library should invest in improving the physical evidence of its services, such as the availability of resources and the condition of the library facilities.
Develop Librarian Abilities: The library should prioritize the development of librarian abilities to provide fast and effective assistance to students.
Increase Assurance: The library should focus on increasing the guarantee aspects of its services, such as providing clear information and resolving issues promptly.

Q: What are the limitations of this study?

A: The limitations of this study include the use of a self-administered questionnaire, which may have introduced biases in the data collection process, and the focus on a single library, which may limit its generalizability to other academic libraries.

Q: What are the implications of this study for the Medan PTKI Library?

A: The implications of this study for the Medan PTKI Library are that it should focus on improving the attributes that are most important to students, such as empathy, tangible aspects, and librarian abilities, and should prioritize the development of librarian abilities to provide fast and effective assistance to students.

Q: What are the implications of this study for other academic libraries?

A: The implications of this study for other academic libraries are that they should also focus on improving the attributes that are most important to students and should prioritize the development of librarian abilities to provide fast and effective assistance to students.