The Influence of Communication Strategies and Excellent Service on the Satisfaction of Librarians in the Medan State Polytechnic Library

Oct 13, 2025 by talynt.org 24 views

The Influence of Communication Strategies and Excellent Service on the Satisfaction of Librarians in the Medan State Polytechnic Library

Introduction

In the academic environment of a university, libraries play a vital role in providing access to information, resources, and knowledge to students and other users. The Medan State Polytechnic Library, in particular, has made significant efforts to improve the quality of services through effective communication strategies and excellent service. This study aims to explore the impact of these two aspects on the level of satisfaction of librarians in the Medan State Polytechnic Library.

The Importance of Communication and Service in Libraries

Effective communication and service are crucial in creating a positive experience for users in libraries. Librarians who are able to communicate clearly and effectively can build better relationships with users, improve their experience, and increase their satisfaction. On the other hand, excellent service, which includes attention, speed, and accuracy in providing services, can create higher satisfaction among users.

Research Purpose and Methodology

This study aims to identify the effect of excellent communication and service strategies on the level of library satisfaction. The population in this study consisted of 5,994 registered members in the Medan State Polytechnic Library. By using the Slovin formula, the samples taken were 98 people. Data collection methods were carried out through the dissemination of questionnaires, as well as documentation and direct observations to obtain more accurate and relevant data.

Theoretical Framework

The satisfaction theory is used as an analysis foothold in this study. Referring to Kotler (2014), there are two theories related to satisfaction, namely the theory of performance expectations and the theory of cognitive mismatch. The theory of performance expectations states that satisfaction is a function of the expectations and results received.

Results and Analysis

The results of the study show that the factors of communication and excellent service strategies have a positive and significant influence on the satisfaction of librarians. This means that the better the way the librarian communicates and the more excellent the service provided, the higher the level of satisfaction felt by the librarians.

Further analysis shows that effective communication can build better relationships between librarians and libraries. Librarians who are able to convey information clearly and friendly will improve user experience. In addition, excellent service, which includes attention, speed, and accuracy in providing services, will create higher satisfaction.

Conclusion

In the context of the Medan State Polytechnic Library, efforts to improve the excellent communication and service strategies are proven to have a significant impact on the satisfaction of users. Therefore, it is essential for library management to continue to improve the quality of services and communication strategies in order to meet the expectations and needs of users. This success will not only create satisfied libraries, but also contribute to the achievement of library missions as a center for the development of science and information.

Implications of the Study

The findings of this study have several implications for library management and librarians. Firstly, it highlights the importance of effective communication and service in creating a positive experience for users. Secondly, it emphasizes the need for library management to continue to improve the quality of services and communication strategies to meet the expectations and needs of users. Finally, it suggests that librarians should prioritize building better relationships with users through effective communication and excellent service.

Recommendations for Future Research

This study provides a foundation for future research on the impact of communication and service strategies on library satisfaction. Future studies can explore the following research questions:

What are the specific communication and service strategies that contribute to higher library satisfaction?
How can library management implement effective communication and service strategies to improve user satisfaction?
What are the long-term effects of effective communication and service strategies on library satisfaction?

Limitations of the Study

This study has several limitations. Firstly, the sample size was relatively small, which may limit the generalizability of the findings. Secondly, the study only focused on the Medan State Polytechnic Library, which may not be representative of other libraries. Finally, the study only explored the impact of communication and service strategies on library satisfaction, and did not examine other factors that may influence satisfaction.

Conclusion

In conclusion, this study highlights the importance of effective communication and service strategies in creating a positive experience for users in libraries. The findings of this study have several implications for library management and librarians, and provide a foundation for future research on the impact of communication and service strategies on library satisfaction.
Frequently Asked Questions (FAQs) about the Influence of Communication Strategies and Excellent Service on the Satisfaction of Librarians in the Medan State Polytechnic Library

Q: What is the main objective of this study? A: The main objective of this study is to explore the impact of communication and service strategies on the level of satisfaction of librarians in the Medan State Polytechnic Library.

Q: What are the key findings of this study? A: The key findings of this study are that effective communication and excellent service strategies have a positive and significant influence on the satisfaction of librarians. This means that the better the way the librarian communicates and the more excellent the service provided, the higher the level of satisfaction felt by the librarians.

Q: What are the implications of this study for library management? A: The implications of this study for library management are that they should continue to improve the quality of services and communication strategies to meet the expectations and needs of users. This will not only create satisfied libraries, but also contribute to the achievement of library missions as a center for the development of science and information.

Q: What are the limitations of this study? A: The limitations of this study are that the sample size was relatively small, which may limit the generalizability of the findings. Additionally, the study only focused on the Medan State Polytechnic Library, which may not be representative of other libraries.

Q: What are the recommendations for future research? A: The recommendations for future research are to explore the specific communication and service strategies that contribute to higher library satisfaction, to examine the long-term effects of effective communication and service strategies on library satisfaction, and to investigate other factors that may influence satisfaction.

Q: What are the benefits of effective communication and service strategies in libraries? A: The benefits of effective communication and service strategies in libraries are that they can build better relationships between librarians and libraries, improve user experience, and create higher satisfaction among users.

Q: How can librarians prioritize building better relationships with users? A: Librarians can prioritize building better relationships with users by being approachable, friendly, and responsive to their needs. They can also communicate clearly and effectively, and provide excellent service that includes attention, speed, and accuracy in providing services.

Q: What are the long-term effects of effective communication and service strategies on library satisfaction? A: The long-term effects of effective communication and service strategies on library satisfaction are that they can lead to increased user loyalty, improved reputation, and sustained growth and development of the library.

Q: How can library management implement effective communication and service strategies? A: Library management can implement effective communication and service strategies by providing training and development opportunities for librarians, encouraging a culture of customer service, and monitoring and evaluating the effectiveness of communication and service strategies.

Q: What are the key takeaways from this study? A: The key takeaways from this study are that effective communication and service strategies are crucial in creating a positive experience for users in libraries, and that library management should prioritize building better relationships with users through effective communication and excellent service.