User Perception Of The Quality Of Circulation Services At The Santo Thomas Medan Catholic University Library Using The Servqual Method

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Introduction

Education is one of the most important pillars in the development of human resources, and the library plays a crucial role in supporting teaching and learning activities. At the Catholic University of St. Thomas Medan, the library is an information center that is expected to meet the needs of users. However, the quality of circulation services in the library is a critical factor that affects user satisfaction. This study aims to analyze the user's perception of service quality in the Santo Thomas Medan Catholic University Library using the SERVQUAL method. The SERVQUAL method is a widely used approach to measure the gap between user expectations and the reality of the service received.

The Importance of Library Services in Education

Libraries are essential components of educational institutions, providing access to information, resources, and services that support teaching and learning activities. The quality of library services has a direct impact on user satisfaction, which in turn affects the overall educational experience. In the context of the Catholic University of St. Thomas Medan, the library is expected to provide high-quality services that meet the needs of users. However, the quality of circulation services in the library is a critical factor that affects user satisfaction.

The SERVQUAL Method

The SERVQUAL method is a widely used approach to measure the gap between user expectations and the reality of the service received. The method defines five dimensions that affect user perception of service quality:

  1. Tangibles dimensions (physical evidence): This dimension refers to the physical aspects of the service, such as the appearance of the library, the condition of the facilities, and the availability of resources.
  2. Reliability dimensions (reliability): This dimension refers to the ability of the library to provide services consistently and accurately.
  3. Responsiveness dimensions (responsive power): This dimension refers to the ability of the library to respond quickly and precisely to user needs.
  4. Assurance dimensions (trust): This dimension refers to the confidence that users have in the library's ability to provide high-quality services.
  5. Empathy dimensions (caring): This dimension refers to the ability of the library to understand and respond to user needs.

Research Methodology

This study used a descriptive approach to analyze the user's perception of service quality in the Santo Thomas Medan Catholic University Library. The research population consisted of 2,720 active library users in 2016. A sample of 96 people was determined using the Slovin formula. Data collection techniques included a library questionnaire and study, which allowed researchers to gather relevant data on user perceptions.

Research Results

The results of the study showed that the quality of services in the Catholic University of St. Thomas Medan still did not meet the user's expectations in several dimensions measured by the SERVQUAL method. The results are as follows:

  1. Tangibles dimensions (physical evidence): Most users (46.9%) feel that the completeness of the existing collection is still not in accordance with their expectations.
  2. Reliability dimensions (reliability): The results show that 56.3% of users feel that the lending service and book returns cannot be relied upon.
  3. Responsiveness dimensions (responsive power): The majority of users (73%) feel that library staff have not been able to provide services quickly and precisely.

Additional Analysis and Explanation

From these results, it is clear that the Catholic University of St. Thomas Medan is facing significant challenges in improving the quality of its services. Good service quality is the key to increasing user satisfaction. The SERVQUAL model defines five dimensions that affect user perception of service quality. Low service quality can cause dissatisfaction among users, which in turn can have a negative impact on the reputation and use of the library. Therefore, library management must immediately take strategic steps to improve dimensions that show unsatisfactory results.

Improvement Strategies

Improvements that can be made include:

  1. Training for library staff: Library staff must be trained in terms of customer service expertise to provide high-quality services.
  2. Addition and update of book collections: The library must add and update book collections to suit the needs of users.
  3. Efficient borrowing system: A more efficient borrowing system and book returns must be a top priority so that users feel they are served well.

Conclusion

From this study, it can be concluded that the user's perception of service quality in the Library of the Catholic University of Santo Thomas Medan is still below expectations. This shows that there is an urgent need to make improvements in various dimensions of service. By conducting an appropriate evaluation and improvement, the library can increase user satisfaction and at the same time add value to the development of education at the university.

Recommendations

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

  1. Library management must take immediate action: Library management must take immediate action to improve the quality of services in the library.
  2. Training for library staff: Library staff must be trained in terms of customer service expertise to provide high-quality services.
  3. Addition and update of book collections: The library must add and update book collections to suit the needs of users.
  4. Efficient borrowing system: A more efficient borrowing system and book returns must be a top priority so that users feel they are served well.

By implementing these recommendations, the library can increase user satisfaction and at the same time add value to the development of education at the university.

Q: What is the SERVQUAL method?

A: The SERVQUAL method is a widely used approach to measure the gap between user expectations and the reality of the service received. It defines five dimensions that affect user perception of service quality: tangibles, reliability, responsiveness, assurance, and empathy.

Q: What are the five dimensions of the SERVQUAL method?

A: The five dimensions of the SERVQUAL method are:

  1. Tangibles dimensions (physical evidence): This dimension refers to the physical aspects of the service, such as the appearance of the library, the condition of the facilities, and the availability of resources.
  2. Reliability dimensions (reliability): This dimension refers to the ability of the library to provide services consistently and accurately.
  3. Responsiveness dimensions (responsive power): This dimension refers to the ability of the library to respond quickly and precisely to user needs.
  4. Assurance dimensions (trust): This dimension refers to the confidence that users have in the library's ability to provide high-quality services.
  5. Empathy dimensions (caring): This dimension refers to the ability of the library to understand and respond to user needs.

Q: What are the results of the study on user perception of service quality in the Catholic University Library of Santo Thomas Medan?

A: The results of the study showed that the quality of services in the Catholic University of St. Thomas Medan still did not meet the user's expectations in several dimensions measured by the SERVQUAL method. The results are as follows:

  1. Tangibles dimensions (physical evidence): Most users (46.9%) feel that the completeness of the existing collection is still not in accordance with their expectations.
  2. Reliability dimensions (reliability): The results show that 56.3% of users feel that the lending service and book returns cannot be relied upon.
  3. Responsiveness dimensions (responsive power): The majority of users (73%) feel that library staff have not been able to provide services quickly and precisely.

Q: What are the implications of the study's findings?

A: The study's findings have significant implications for the Catholic University of St. Thomas Medan. The library must take immediate action to improve the quality of services in the library. This includes training for library staff, addition and update of book collections, and a more efficient borrowing system and book returns.

Q: What are the recommendations for improving the quality of services in the Catholic University Library of Santo Thomas Medan?

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

  1. Library management must take immediate action: Library management must take immediate action to improve the quality of services in the library.
  2. Training for library staff: Library staff must be trained in terms of customer service expertise to provide high-quality services.
  3. Addition and update of book collections: The library must add and update book collections to suit the needs of users.
  4. Efficient borrowing system: A more efficient borrowing system and book returns must be a top priority so that users feel they are served well.

Q: How can the library improve the quality of services in the future?

A: The library can improve the quality of services in the future by:

  1. Conducting regular surveys: Conducting regular surveys to gather feedback from users and identify areas for improvement.
  2. Providing training for library staff: Providing training for library staff to improve their customer service skills.
  3. Updating book collections: Updating book collections to suit the needs of users.
  4. Implementing a more efficient borrowing system: Implementing a more efficient borrowing system and book returns.

By implementing these recommendations, the library can increase user satisfaction and at the same time add value to the development of education at the university.