Analysis Of User Complaints In The Medan State Polytechnic Library
Introduction
The Medan State Polytechnic Library is a vital resource for students, faculty, and staff, providing access to a vast collection of books, journals, and other materials. However, despite its importance, the library has faced numerous complaints from its users. This research aims to identify and analyze the various complaints experienced by library users, with the ultimate goal of improving the overall quality of services and facilities.
Methodology
This research employed a descriptive method, involving 4,210 library members, with a sampling of 98 people using the Slovin formula. The sample determination process was carried out through proportionate stratified random sampling techniques, and data collection was conducted through observation and questionnaire. The data collected was processed by compiling in the form of tables and calculating the percentage, before finally being analyzed and interpreted.
Results
The results of this research revealed a number of significant complaints from library users. Firstly, in the aspect of mechanics or hardware, 67% of users complained of interference with the computer, which was caused by an error machine. This indicates the importance of routine maintenance and repair on the technology devices used in the library so as not to interfere with visitors' activities.
The Importance of Routine Maintenance
Regular maintenance and repair of technology devices are crucial to prevent interference with visitors' activities. This is particularly important in a library setting, where users rely heavily on technology to access information and resources. Failure to maintain technology devices can lead to frustration and dissatisfaction among users, ultimately affecting the overall quality of services provided by the library.
Complaints Related to Air Conditioning Facilities
In addition to complaints related to mechanics or hardware, 74% of users felt discomfort due to damage to the cooling equipment. This certainly has an impact on comfort when lingering in the reading room, and is an important concern for the management of public facilities.
The Impact of Comfort on User Experience
Comfort is a critical factor in determining the overall user experience in a library setting. A comfortable environment can enhance the learning and research experience, while an uncomfortable environment can lead to frustration and dissatisfaction. Therefore, it is essential for library management to address complaints related to air conditioning facilities to ensure that users have a comfortable and enjoyable experience.
Complaints Related to Interaction with Library Officers
In terms of interaction with library officers, 65.4% of users felt dissatisfied with employee attitudes and behavior. In addition, 73% of users also complained about lack of politeness, and 70% felt unimpressed with the appearance and neatness of employees. This indicates the need for training and improvement of professional ethics for officers, in order to provide better services and improve the image of the library in the eyes of the user.
The Importance of Professional Ethics in Library Services
Professional ethics are essential in providing high-quality services in a library setting. Library officers are the face of the library, and their behavior and attitude can significantly impact the user experience. Therefore, it is crucial for library management to provide training and development opportunities for officers to improve their professional ethics and provide better services to users.
Complaints Related to Service
Complaints also arose related to timeliness, where 70% of users felt that employees were not always on time in carrying out their duties. As many as 52% of users also expressed dissatisfaction with the care and availability of assistance from library employees, which is very important in supporting the search for information for users.
The Importance of Timeliness in Library Services
Timeliness is critical in providing high-quality services in a library setting. Users expect library employees to be available and responsive to their needs, and delays can lead to frustration and dissatisfaction. Therefore, it is essential for library management to address complaints related to timeliness and ensure that employees are available and responsive to user needs.
Complaints Related to Collection and Reading Room
In addition to complaints related to mechanics, air conditioning facilities, interaction with library officers, and service, 60% of users felt that the collection of books available was less relevant, while 74% complained about the condition of the uncomfortable reading room. This study also found that 60.3% of users did not find a collection of new books, although they realized that the collection should exist. This problem shows the need for an evaluation of collection management and reading rooms in the library, in order to meet the needs of users who continue to develop.
The Importance of Collection Management and Reading Rooms
Collection management and reading rooms are critical components of a library's services. A relevant and up-to-date collection can enhance the learning and research experience, while an uncomfortable reading room can lead to frustration and dissatisfaction. Therefore, it is essential for library management to address complaints related to collection management and reading rooms to ensure that users have access to relevant and up-to-date information and resources.
Conclusion
This research clearly illustrates that there are various aspects that need to be improved in the Medan State Polytechnic Library, ranging from technical tools, facilities, to the quality of services from officers. Appropriate and immediately necessary improvement actions are needed to increase user satisfaction, which in turn can contribute to more visitors and use libraries in the future.
Recommendations for Improvement
Based on the findings of this research, the following recommendations are made for improvement:
- Routine maintenance and repair of technology devices: Regular maintenance and repair of technology devices are crucial to prevent interference with visitors' activities.
- Improvement of air conditioning facilities: Library management should address complaints related to air conditioning facilities to ensure that users have a comfortable and enjoyable experience.
- Training and development of professional ethics for officers: Library management should provide training and development opportunities for officers to improve their professional ethics and provide better services to users.
- Improvement of timeliness in library services: Library management should address complaints related to timeliness and ensure that employees are available and responsive to user needs.
- Evaluation of collection management and reading rooms: Library management should evaluate collection management and reading rooms to ensure that users have access to relevant and up-to-date information and resources.
By implementing these recommendations, library management can improve the overall quality of services and facilities, increase user satisfaction, and contribute to more visitors and use libraries in the future.
Introduction
The Medan State Polytechnic Library is a vital resource for students, faculty, and staff, providing access to a vast collection of books, journals, and other materials. However, despite its importance, the library has faced numerous complaints from its users. This article aims to address some of the frequently asked questions (FAQs) related to user complaints in the Medan State Polytechnic Library.
Q: What are the most common complaints from library users?
A: The most common complaints from library users include interference with computer technology, discomfort due to damage to the cooling equipment, dissatisfaction with employee attitudes and behavior, lack of politeness, and unimpressed appearance and neatness of employees.
Q: Why is routine maintenance and repair of technology devices important?
A: Routine maintenance and repair of technology devices are crucial to prevent interference with visitors' activities. Failure to maintain technology devices can lead to frustration and dissatisfaction among users, ultimately affecting the overall quality of services provided by the library.
Q: What is the impact of comfort on user experience?
A: Comfort is a critical factor in determining the overall user experience in a library setting. A comfortable environment can enhance the learning and research experience, while an uncomfortable environment can lead to frustration and dissatisfaction.
Q: Why is professional ethics important in library services?
A: Professional ethics are essential in providing high-quality services in a library setting. Library officers are the face of the library, and their behavior and attitude can significantly impact the user experience.
Q: What is the importance of timeliness in library services?
A: Timeliness is critical in providing high-quality services in a library setting. Users expect library employees to be available and responsive to their needs, and delays can lead to frustration and dissatisfaction.
Q: Why is collection management and reading rooms important?
A: Collection management and reading rooms are critical components of a library's services. A relevant and up-to-date collection can enhance the learning and research experience, while an uncomfortable reading room can lead to frustration and dissatisfaction.
Q: What are the recommendations for improvement in the Medan State Polytechnic Library?
A: The following recommendations are made for improvement:
- Routine maintenance and repair of technology devices: Regular maintenance and repair of technology devices are crucial to prevent interference with visitors' activities.
- Improvement of air conditioning facilities: Library management should address complaints related to air conditioning facilities to ensure that users have a comfortable and enjoyable experience.
- Training and development of professional ethics for officers: Library management should provide training and development opportunities for officers to improve their professional ethics and provide better services to users.
- Improvement of timeliness in library services: Library management should address complaints related to timeliness and ensure that employees are available and responsive to user needs.
- Evaluation of collection management and reading rooms: Library management should evaluate collection management and reading rooms to ensure that users have access to relevant and up-to-date information and resources.
Conclusion
The Medan State Polytechnic Library is a vital resource for students, faculty, and staff, providing access to a vast collection of books, journals, and other materials. However, despite its importance, the library has faced numerous complaints from its users. By addressing these complaints and implementing recommendations for improvement, library management can increase user satisfaction, contribute to more visitors and use libraries in the future, and provide high-quality services and facilities.