AN ANALYSIS OF SBM-ITB LIBRARY SERVICE QUALITY: A CASE STUDY OF THE UNDERGRADUATE STUDENTS’ PERCEPTION AND EXPECTATION

• Main Author: Gema Lestari, Ayu
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72390
• Institution: Institut Teknologi Bandung

One of the important SBM facilities is its library, located in its main building in Jalan Ganesa 10, Bandung, with service hour at 07.00-17.00 that opened at the working days only (Monday – Friday). Its main functions is to support education and research and resource for students and faculty members. One of the major users of SBM library is the undergraduate students. In order to maintain its service quality, SBM library needs regularly measure its services to the undergraduate students. The results of this measurement can be used to maintain and/or improve its service delivery. Therefore, the major purposes of this study are to measure the undergraduate students’ perception and expectation of the SBM library services and to propose future improvement. A questionnaire is developed using the service quality model (SEVQUAL) and the library service quality (LibQUAL). The questionnaire consists of five major dimensions with a total of 26 variables. They include Tangible dimension (7 variables), Responsiveness dimension (6 variables), Assurance dimension (4 variables), Reliability dimension (5 variables), and Empathy dimension (4 dimensions). Tangible dimension is used to measure appearance of physical facilities, equipment, personnel, and communication material of the library. Responsiveness dimension is used to measure the staff willingness to help customer and provide prompt service. Assurance dimension is used to measure the knowledge and courtesy of employees and their ability to inspire trust and confidence. Reliability dimension is used to measure the ability to perform the promised service dependably and accurately. And empathy dimension is used to measure the staff willingness to give the individualized attention given to customer. All of the each variable measure perception and expectation with a 7-point Likert Scale. Sampling plan used disproportionate stratified random sampling for 400 students, consisting 100 students for the undergraduate students Batch 2016, 100 students for Batch 2017, and 200 students for Batch 2018. The number of returned questionnaires that can be processed is 233 or 58.2% response rate. All of the varible in the questionnaire consist by perception and expectation section. The gap between perception and expectation section of each variable in the questionnaire is calculated and analyzed. Data collected were processed through normality testing using Lilliefors Method, construct validity testing using Pearson correlation coefficient, relaibility testing using Cronbach alpha reliability coefficient, and gap calculation and analysis. All data is normal distribution, valid, and reliable. All dimensions have Cronbach alpha coefficient of at least 0.8. All variables have negative gap values. The biggest gap in the tangible dimension is about providing the photocopier and printer machine at the library. For the responsiveness dimension, the staff ability to handle complaints immidiately became the largest gap. Library staff provides training about information searching to users is the largest gap for the assurance dimension. Library has enough textbooks for my study is the largest gap for the reliability dimension. And SBM Library has convenient working hours to visitors is the largest gap for the empathy dimension. Based on these gaps, future improvement alternatives are proposed. The most urgency improvement reccomendations are to provide printers and to adding more number and updating the collection of the books.