Evaluation Of Service Quality Using Libqual Methods In The Library, Archives And Documentation Agency Of North Sumatra Province

Feb 27, 2025 by ADMIN 128 views

Evaluating Service Quality in the North Sumatra Province Library, Archives and Documentation Agency: A Libqual Approach

Introduction

The North Sumatra Province Library, Archives and Documentation Agency plays a vital role in providing access to information and promoting literacy in the region. However, the quality of services offered by the agency is a crucial factor that determines its effectiveness in achieving its goals. In this study, we employed the Libqual method to evaluate the quality of services provided by the agency, with a focus on identifying areas of strength and weakness. Our aim is to provide a comprehensive understanding of the service quality in the agency and offer recommendations for improvement.

Methodology

This study employed a quantitative descriptive approach, with a sample size of 98 respondents selected using the Slovin formula. The total population of the study consisted of 6,423 people, representing the users of the North Sumatra Province Library, Archives and Documentation Agency. The Libqual method was used to evaluate the quality of services provided by the agency, with a focus on three dimensions: Affect of Service, Information Control, and Library as Place.

Affect of Service Dimension

The Affect of Service dimension measures the extent to which the agency's services have a positive impact on users. Our results showed that respondents tend to provide positive responses in this dimension, with a focus on the abilities and insights of librarians, friendliness, and responsiveness and care of librarians towards users. These findings suggest that librarians in the agency possess interpersonal skills that support the experience of users. The positive responses in this dimension indicate that the agency's services are effective in meeting the emotional and social needs of users.

Information Control Dimension

The Information Control dimension measures the extent to which the agency's services provide access to information. Our results showed that respondents provided more negative responses in this dimension, with a focus on the availability of collections, collection of collections, and online functionality of Public Access Catalog (OPAC). These findings suggest that aspects of information accessibility are still a challenge that needs to be improved. The agency's collection of information is not up-to-date, and the OPAC system is not functioning optimally. These issues need to be addressed to improve the quality of services provided by the agency.

Library as Place Dimension

The Library as Place dimension measures the extent to which the agency's physical environment supports the needs of users. Our results showed that respondents provided positive responses in this dimension, with a focus on existing facilities such as the reading room, cleanliness of the library environment, lighting, and locker services. These findings suggest that the agency's physical environment is comfortable and supportive of users' needs. A clean and comfortable environment can improve learning and reading experiences, as well as attract more visitors to use library services.

Conclusion

The results of this study suggest that although there are several aspects that are already good, there is still much that needs to be improved in the quality of library services. The agency's services are effective in meeting the emotional and social needs of users, but aspects of information accessibility are still a challenge that needs to be improved. Recommendations for the North Sumatra Province Library, Archives and Documentation Agency are to focus on increasing the collection of information that is more relevant and latest, and ensure that the OPAC system functions optimally. By making improvements in these areas, it is expected that the quality of service will improve as a whole, and provide greater benefits for users.

Implications for Practice

The findings of this study have several implications for practice. Firstly, the agency needs to focus on improving the collection of information that is more relevant and latest. This can be achieved by increasing the budget for purchasing new books and journals, as well as by collaborating with other libraries and institutions to access a wider range of resources. Secondly, the agency needs to ensure that the OPAC system functions optimally. This can be achieved by conducting regular maintenance and updates of the system, as well as by providing training to librarians on how to use the system effectively. Finally, the agency needs to continue to improve the physical environment of the library, including the reading room, cleanliness of the library environment, lighting, and locker services.

Limitations of the Study

This study has several limitations. Firstly, the sample size of 98 respondents may not be representative of the total population of 6,423 people. Secondly, the study only focused on three dimensions of service quality, and did not consider other aspects such as user satisfaction and loyalty. Finally, the study only evaluated the quality of services provided by the agency, and did not consider the impact of these services on the community.

Future Research Directions

Future research directions include evaluating the impact of the agency's services on the community, as well as exploring other aspects of service quality such as user satisfaction and loyalty. Additionally, future research can focus on identifying the factors that influence the quality of services provided by the agency, and developing strategies to improve these factors. Finally, future research can explore the use of other methods and tools to evaluate the quality of services provided by the agency, such as the SERVQUAL method.

References

[List of references cited in the study]

Appendix

[Appendix materials, such as raw data, tables, and figures]

By evaluating the quality of services provided by the North Sumatra Province Library, Archives and Documentation Agency using the Libqual method, this study provides a comprehensive understanding of the service quality in the agency and offers recommendations for improvement. The findings of this study have several implications for practice, including the need to focus on improving the collection of information that is more relevant and latest, and ensuring that the OPAC system functions optimally.
Q&A: Evaluating Service Quality in the North Sumatra Province Library, Archives and Documentation Agency

Q: What is the Libqual method, and how was it used in this study?

A: The Libqual method is a tool used to evaluate the quality of services provided by libraries. It measures the extent to which library services meet the needs and expectations of users. In this study, the Libqual method was used to evaluate the quality of services provided by the North Sumatra Province Library, Archives and Documentation Agency, with a focus on three dimensions: Affect of Service, Information Control, and Library as Place.

Q: What were the main findings of this study?

A: The main findings of this study were that the agency's services are effective in meeting the emotional and social needs of users, but aspects of information accessibility are still a challenge that needs to be improved. The agency's collection of information is not up-to-date, and the OPAC system is not functioning optimally.

Q: What are the implications of this study for the North Sumatra Province Library, Archives and Documentation Agency?

A: The findings of this study have several implications for the agency. Firstly, the agency needs to focus on improving the collection of information that is more relevant and latest. This can be achieved by increasing the budget for purchasing new books and journals, as well as by collaborating with other libraries and institutions to access a wider range of resources. Secondly, the agency needs to ensure that the OPAC system functions optimally. This can be achieved by conducting regular maintenance and updates of the system, as well as by providing training to librarians on how to use the system effectively.

Q: What are the limitations of this study?

A: This study has several limitations. Firstly, the sample size of 98 respondents may not be representative of the total population of 6,423 people. Secondly, the study only focused on three dimensions of service quality, and did not consider other aspects such as user satisfaction and loyalty. Finally, the study only evaluated the quality of services provided by the agency, and did not consider the impact of these services on the community.

Q: What are the future research directions for this study?

A: Future research directions include evaluating the impact of the agency's services on the community, as well as exploring other aspects of service quality such as user satisfaction and loyalty. Additionally, future research can focus on identifying the factors that influence the quality of services provided by the agency, and developing strategies to improve these factors. Finally, future research can explore the use of other methods and tools to evaluate the quality of services provided by the agency, such as the SERVQUAL method.

Q: How can the findings of this study be applied in practice?

A: The findings of this study can be applied in practice by identifying areas of strength and weakness in the agency's services, and developing strategies to improve these areas. For example, the agency can focus on improving the collection of information that is more relevant and latest, and ensuring that the OPAC system functions optimally. Additionally, the agency can use the findings of this study to develop a quality improvement plan, which can include goals, objectives, and strategies for improving the quality of services provided by the agency.

Q: What are the benefits of evaluating service quality in the North Sumatra Province Library, Archives and Documentation Agency?

A: Evaluating service quality in the North Sumatra Province Library, Archives and Documentation Agency can have several benefits, including improving the quality of services provided by the agency, increasing user satisfaction and loyalty, and enhancing the reputation of the agency. Additionally, evaluating service quality can help the agency to identify areas of strength and weakness, and develop strategies to improve these areas.

Q: How can the North Sumatra Province Library, Archives and Documentation Agency use the findings of this study to improve its services?

A: The North Sumatra Province Library, Archives and Documentation Agency can use the findings of this study to improve its services by identifying areas of strength and weakness, and developing strategies to improve these areas. For example, the agency can focus on improving the collection of information that is more relevant and latest, and ensuring that the OPAC system functions optimally. Additionally, the agency can use the findings of this study to develop a quality improvement plan, which can include goals, objectives, and strategies for improving the quality of services provided by the agency.