Evaluating Library Services Quality Using GDSS-AHP, LibQual and IPA

Ihsan, Muhammad Nur; Pulungan, Reza; Afiahayati, A

doi:10.22146/ijccs.32142

Cited by 2 publications

(2 citation statements)

References 9 publications

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“…WebQual consists of three dimensions, namely usability, information quality, and service interaction quality [7] [8]. The Library Quality (LibQual) method is a development of Service Quality (ServQual) [9]. The LibQual method is a service instruction that the library uses to collect, map, understand, and execute the opinions of library users about the quality of library services [10].…”

Section: Introductionmentioning

confidence: 99%

“…The results of the IPA matrix analysis show that there are items U5, IntQ19, Int21, and OI22 which are in quadrant A which really need to be fixed and improved by adding several features such as chat forums, chat boxes and live chat in the online system. And research conducted by Ihsan, Pulungan & Afiahayati [9] with the title "Evaluating Library Services Quality Using GDSS-AHP, LibQual, and IPA" shows that the level of satisfaction of users/respondents is satisfied or more, namely 44.86%.…”

Section: Introductionmentioning

confidence: 99%

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Analysis of Digital Library Service Quality on User Satisfaction Using Webqual, Libqual and Ipa Methods

Rahman,

Jazman,

Zarnelly

et al. 2023

J. Tek. Inform. (JUTIF)

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Universitas Pahlawan Tuanku Tambusai has used the information system Senayan Library Management System (SLiMS) version 7. SliMS is an integrated system to provide information to support operational, management and decision-making functions in libraries. However, there are still obstacles in its use, namely, the lack of tools and technology to support the implementation of the SLiMS system, the unattractive SliMS content, the OPAC service menu is less effective in searching for references in the library, and the book collection is rarely updated so it does not meet what the user needs. This study aims to measure the service quality of SLiMS from the user's perspective. This research instrument used Web Quality (WebQual), Library Quality (LibQual), and Importance Performance Analysis (IPA) methods. The results of this study resulted in a good level of system service quality but GAP was still found from perceived performance which still had a value of <0 or -0.63 and a conformity level of 78%, which meant that there were still results of user dissatisfaction with the performance provided by the service. SLiMS Hero University of Tuanku Tambusai. Quadrant A results are a top priority to be improved. the variables are: Easy to navigate (UQ3), Attractive appearance (UQ5), Latest available information (SI1), Provides detailed information (SI4), Provides up to date information (IC3), Cleanliness and beauty (LP2), Lighting and temperature settings (LP3), Guidance from the librarian (AS5).

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Analysis of Digital Library Service Quality on User Satisfaction Using Webqual, Libqual and Ipa Methods

Rahman,

Jazman,

Zarnelly

et al. 2023

J. Tek. Inform. (JUTIF)

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Analysis on the library service quality with analytic hierarchy process model

Fai

Siew

Hoe

2020

J. Phys.: Conf. Ser.

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Library service is a significant factor for a university to give the public a glimpse on the university education quality. An excellent library can provide a comfortable study environment for the students to concentrate on their learning. Besides that, library should also be a source that the students can easily search for the plenty of updated information that they need. As a result, a conceptual framework based on Analytic Hierarchy Process model is proposed to identify the priority of the main decision criteria and sub-criteria toward the library service quality among the undergraduate students. The results show that information control is the most influential decision criterion, followed by library as place and affect of service. Moreover, the top five most influential sub-criteria are desk and seating availability, Internet/WIFI facilities, cleanliness and beauty, temperature setting, and finally online journal collection. The findings of this study can provide an insight to the library to improve the services in order to satisfy the students’ expectations and needs in the future. This study is significant because AHP model is proposed to determine the quality of the library service with the consideration of the important decision criteria.

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Evaluating Library Services Quality Using GDSS-AHP, LibQual and IPA

Cited by 2 publications

References 9 publications

Analysis of Digital Library Service Quality on User Satisfaction Using Webqual, Libqual and Ipa Methods

Analysis of Digital Library Service Quality on User Satisfaction Using Webqual, Libqual and Ipa Methods

Analysis on the library service quality with analytic hierarchy process model

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