Muaidi et al.
Index of Library Users Satisfaction .
Index of Library Users Satisfaction At Governance Institute of Home Affairs (IPDN) Nusa Tenggara Barat Campus in 2021 Indeks Kepuasan Pemustaka Perpustakaan Pada Institut Pemerintahan Dalam Negeri (IPDN) Kampus Nusa Tenggara Barat Tahun 2021 Muh.
Muaidi1.
I Wayan Wijanaraga2.
Muhamad Mulyadi3.
I Dewa Made Putra Wijaya4.
Agussalim Mad Arab5 muaidi@ipdn.
id1, wijanaraga@ipdn.
id2, m.
mulyadi@ipdn.
madeputra@ipdn.
id4, agussalim@ipdn.
e-ISSN: 2723-6234 p-ISSN: 2723-6226 Indonesian Journal of Librarianship Vol.
2 No.
December .
: pp.
Submitted: Sept 30 2021.
Accepted: Jan 25 2022.
Revised: Dec 223 2022.
Online Publication: Mar 19 2022.
How to Cite: Muaidi.
Wijanaraga.
Mulyadi.
Wijaya.
Arab.
Index of Library Users Satisfaction At Governance Institute of Home Affairs (IPDN) Nusa Tenggara Barat Campus in 2021.
Indonesian Journal of Librarianship 2 .
, pp.
DOI:
https://doi.
org/10.
33701/ijolib.
Corresponding Author:
Email: wijanaraga@ipdn.
Affiliation: Governance Institute of Home Affairs (IPDN) Nusa Tenggara Barat Campus.
Praya.
Central Lombok.
Indonesia Publisher Library Department of Governance Institute of Home Affairs (IPDN) Jatinangor in Collaboration with Gerakan Pemasyarakatan Minat Baca (GPMB) National Library of The Republic of Indonesia Editorial Office Jalan Ir.
Soekarno KM 20 Jatinangor.
Sumedang Regency.
West Java.
Indonesia .
Website: http://ejournal.
id/ijolib e-Mail: perpustakaan@ipdn.
id, ijolib@ipdn.
AMuh.
Muaidi.
I Wayan Wijanaraga.
Muhamad Mulyadi.
I Dewa Made Putra Wijaya.
Agussalim Mad Arab This work is licensed under the Creative Commons Attribution Noncommercial Share Alike 4.
0 International License Governance Institute of Home Affairs Nusa Tenggara Barat Campus.
Jl.
Gajah Mada No.
Praya.
Central Lombok Regency.
Nusa Tenggara Barat Province .
Indonesia
1,2,3,4,5
INDONESIAN JOURNAL OF LIBRARIANSHIP
Abstract Background: Library user satisfaction is one of the benchmarks in public service However, a measurement which is based on the indicators stated in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017 on Guidelines of Public Satisfaction Survey Creation in Public Service Administrator Unit, has never been carried out in the Library of Governance Institute of Home Affairs NTB Campus.
A similar survey was conducted in 2018 but used different Thus, a study on library usersAo satisfaction index of the library services of Governance Institute of Home Affairs NTB Campus was conducted by the researchers.
Purpose: This research aims at determining the index of library usersAo satisfaction towards the library service of Governance Institute of Home Affairs Nusa Tenggara Barat Campus.
Method: This study uses a quantitative descriptive approach along with a survey method which refers to the measurement of library usersAo satisfaction index and is supported by secondary data with literature reviews from the result of previous relevant studies.
Result:
Index of service satisfaction on the system, mechanism, and procedure feature is 3,252 .
cale of .
and belongs to the good category.
Requirements feature is 3,149 .
cale of .
and belongs to the good category.
A feature based on completion time is 3,119 .
cale of .
and belongs to the good category.
A feature according to costs/tariffs is 3,305 .
cale of .
and belongs to the good category.
A feature on product specifications for the type of services is 3,809 .
cale of .
and belongs to the good category.
A feature on executing officerAos ability is 3,179 .
cale of .
and belongs to the good category.
A feature on executing officerAos behavior is 3,311 .
cale of .
and belongs to the good category.
A feature based on handlings of complaints, suggestions, and feedbacks is 3,109 .
cale of .
and belongs to the good category, while a feature on infrastructure is 3,502 .
cale of .
and belongs to the good On the other hand, the service satisfaction level in 2018 is higher than the service satisfaction level in 2021.
If the amount of average of these levels is acquired, it can be concluded that there is a 7% decline of every service performance feature.
Conclusion: The study suggests that even though there is a decline from MuaidiAos research findings in 2018, the Index of Library Users Satisfaction towards the library service of Governance Institute of Home Affairs NTB Campus in 2021 can be considered as AugoodAy with the value of Public Satisfaction Index (IKM) 3,194.
Keywords: Library.
Library Users.
Public Satisfaction Index.
Library of Governance Institute of Home Affairs NTB Campus.
Abstrak Latar Belakang: Kepuasan pemustaka menjadi salah satu tolak ukur keberhasilan layanan publik.
Sementara itu pengukuran berdasarkan indikator yang mengacu pada Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik belum pernah dilakukan di Perpustakaan IPDN Kampus NTB sebagai salah satu badan publik terkecuali survei dengan indikator yang berbeda pada tahun 2018.
Oleh karena itu, penelitian berkaitan indeks kepuasan pemustaka terhadap layanan perpustakaan IPDN Kampus NTB menarik untuk diteliti.
Tujuan:
Tujuan penelitian adalah untuk mengetahui indeks kepuasan pemustaka terhadap layanan perpustakaan IPDN Kampus NTB.
Metode: Penelitian ini menggunakan pendekatan deskriptif kuantitatif dengan metode survei yang merujuk pada pengukuran indeks kepuasan pemustaka dan didukung data sekunder melalui studi literatur dari hasil penelitian sejenis terdahulu yang relevan.
Temuan: Indeks kepuasan layanan pada Muaidi et al.
Index of Library Users Satisfaction .
atribut sistem, mekanisme, dan prosedur sebesar 3,252 .
termasuk dalam kategori baik.
Atribut persyaratan sebesar 3,149 .
kategori baik.
Atribut berdasarkan waktu penyelesaian sebesar 3,119 .
berkategori baik.
Atribut berdasarkan biaya/tarif sebesar 3,305 .
berkategori baik.
Atribut berdasarkan produk spesifikasi jenis layanan sebesar 3,089 .
berkategori baik.
Atribut berdasarkan kompetensi pelaksana sebesar 3,179 .
berkategori baik.
Atribut berdasarkan prilaku pelaksana sebesar 3,311 .
berkategori baik.
Atribut berdasarkan penanganan pengaduan, saran, dan masukan bernilai 3,109 .
berkategori baik, dan atribut berdasarkan sarana dan prasarana bernilai 3,520 .
dengan kategori baik.
Sedangkan tingkat kepuasan layanan pada tahun 2018 lebih tinggi dibandingkan dengan tingkat kepuasan tahun 2021 ini, apabila di rata-rata maka terdapat penurunan sebesar 7% pada setiap atribut kinerja layanan.
Kesimpulan:
Kesimpulannya adalah meskipun terdapat penurunan dari hasil penelitian Muaidi tahun 2018.
Indeks Kepuasan Pemustaka terhadap layanan Perpustakaan IPDN Kampus NTB tahun 2021 masih tergolong dalam kategori AuBaikAy dengan perolehan nilai IKM sebesar 3,194.
Kata kunci: Perpustakaan.
Pemustaka.
Indeks Kepuasan Masyarakat.
Perpustakaan IPDN Kampus NTB
INTRODUCTION
Background.
In this period, global information undergoes such a vast development (Rais et al.
, 2018.
Setiawan, 2.
, that it affects government services and enables it to be seen, studied, and assessed by the public (Prasetyo, 2.
Such action is done to find the shortcomings and weaknesses in order to find out the services which do not meet the For example, complaints which are addressed by people on mass media, social media, and other channels can create an unfavorable impression on the government (Rahmi et al.
, 2.
Considering that the core function of government is to provide services to the community, the government must continuously strive to improve the quality of its services (Agustina, 2019.
Mulyadi, 2.
GovernmentAos obligation as a public service administrator is to provide better services for public needs in accordance with the principle of good governance (Sahadi, 2.
, which was stated in the constitutional mandate of The 1945 Constitution of the Republic of Indonesia.
Providing public services carried out by stakeholders is an activity that must be done on an ongoing basis, in line with publicAos expectation which demands to implement the enhancement of public service according to the standards of public service implementation (Suhartoyo.
Especially during the current pandemic, libraries are required to be able to provide the best service even though it has to online services or work from home (Hapsari.
Pambayun, et al.
, 2.
Libraries must be able to increasing the digital literacy of librarians and users, the transformation to high-tech virtual and digital services also stands as an adaptation effort (Pambayun, 2.
As stated in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, there are several services elements which can be a basis in determining the quality of public service.
It contains at least 9 elements or features, namely .
Requirements, .
System, mechanism, and procedure, .
Costs/tariffs, .
Completion time, .
Product specifications for the type of services, .
Executing officerAos ability, .
Executing officerAos behavior, .
Handlings of complaints, suggestions, and feedback, .
Facilities and infrastructure.
In order to continuously improve the quality of public service, it is necessary to do an evaluation on the implementation of public service (Kementerian PANRB, 2.
For this reason, the INDONESIAN JOURNAL OF LIBRARIANSHIP authors carried out a study on the library usersAo satisfaction index on the library service of Governance Institute of Home Affairs Nusa Tenggara Barat Campus, as a part of public services of government agencies.
Problems.
RectorAos policy regarding PrajaAos placement with the pattern of gathering, spreading, gathering together resulted in the placement of Praja on regional campuses with a dynamic number each year.
It also affects the library users at regional campus library as the number of students changes every year, including in the library of Governance Institute of Home Affairs Nusa Tenggara Barat.
With the policy of PrajaAos relocation periodically, new Praja can regularly enjoy the library service with better The measurement result of library usersAo satisfaction index in 2018 was 86,252 and categorized as the good category or at the range of 81,26-100,00.
It refers to the Decree of the Minister of State Apparatus Empowerment Number:
KEP/25/M.
PAN/2/2004 and has not referred to the latest service elements based on the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform Number 14 of 2017.
Several additional facilities have been added by the library of Governance Institute of Home Affairs NTB Campus in 2019, 2020, and 2021, for example, a new Building/Library Facilities and Infrastructure, which is expected to increase user satisfaction compared to Muaidi's research in 2018.
Apart from the periodical Public Satisfaction Index (IKM), public service of government agencies must be measured continuously and evaluated with a guideline whose standards have been improved.
Previous Literature Review.
The previous studies have examined and reviewed many indexes of user satisfaction in the library.
MuaidiAos research which analyzed the index of library usersAo satisfaction within the library service of Governance Institute of Home Affairs NTB Campus in 2018, used a qualitative descriptive approach along with a survey method.
It was revealed that the total measurement of 86.
252 belongs to a AuVery GoodAy category (Muaidi, 2.
Another study done by National Library Research Teams along with PT SWA-Sembada Media Bisnis in 2019, examined the Study of Users Satisfaction of National Library Services in 2019 in which they applied a mixed method of quantitative and qualitative along with a survey method as the research methodology (Perpustakaan Nasional RI, 2.
The next study was done by Hanany and Sudirmaa with the research title AuLibrary Users Satisfaction of the Library of UIN Sunan Gunung Djati Bandung and the Influence of Library UsersAo Word of MouthAy used a quantitative research method namely the survey method (Hanany & Sudirman, 2.
The following study used an analysis indicator of Public Satisfaction Index (IKM) based on the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) in 2004.
The study presented the data quantitatively with an observation and questionnaires filled out by 165 respondents who have been randomly chosen.
The data used were being edited, classified on a table, then analyzed by using a formula of Public Satisfaction Index analysis method (Nurmalina & Alpionita, 2.
State of The Art.
In accordance with the previous studies, the researchers conducted a study on the index of library usersAo satisfaction within the library service of Governance Insititute of Home Affairs NTB Campus in 2021.
This study used and referred to the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017 on Guidelines of Public Satisfaction Survey Creation.
The research objects were college students of boarding school in which they always need library collections especially printed books when doing their assignments.
In contrast with the previous studies, this study compared the index of library usersAo satisfaction done by Muaidi, which used an indicator of General Guidelines of the Arrangement of Public Satisfaction Index at the Government Institution Service Unit and regulated by a Ministerial Decree of State Apparatus Empowerment and Bureaucratic Reform Number:
KEP/25/M.
PAN/2/2004, with the number of indicators that are adjusted in the form of questions .
of 14 .
Muaidi et al.
Index of Library Users Satisfaction .
Purpose.
This research aims at determining the index of library usersAo satisfaction towards the library service of Governance Institute of Home Affairs Nusa Tenggara Barat Campus.
II.
METHODS
The study of library usersAo satisfaction towards the library service of Government Institute of Home Affairs Nusa Tenggara Barat Campus in 2021 used a quantitative This quantitative approach referred to the measurement of the Library UsersAo Satisfaction Index in order to confirm library servicesAo performance and obtain an objective impression of the services provided.
This study was also supported by the secondary data, which was done with literature studies on the findings of service satisfaction surveys in the previous year as well as other relevant literature.
This study was conducted in the Library Unit of Governance Institute of Home Affairs Nusa Tenggara Barat Campus.
Praya sub-district.
Lombok Tengah regency.
Nusa Tenggara Barat Province.
Meanwhile, the study was conducted in 2 months, starting from July 22 until September 22, 2021.
Respondents were mainly Praja and other academics staffs which were included in the available service scope (Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2.
, with the number of 610 people and consisted of:
Table 1.
Survey Respondents Num.
Participant Elements Total College students / Praja 392 people Other academic staffs 218 people Amount 610 people Source: Data of Library Profile of IPDN NTB Campus in 2021 The data collection of questionnaires was obtained from the librarian who gave the questionnaire directly to library users.
In accordance with the target time of the research, the questionnaires were disseminated for A 14 .
The number of respondents for the 2021 survey, based on the questionnaire result and advisable to use, was 302 out of 610 questionnaires or 49,51% of the total population, with details as shown in the Table 2.
Table 2.
Number of Survey Respondents Filling Out Questionnaire Number
Participant Elements Total
College students / Praja
266 people Other academic staffs 36 people Amount
302 people Source: Questionnaire Processing in 2021
INDONESIAN JOURNAL OF LIBRARIANSHIP
Most of the respondents in this survey were Praja, namely 88,80% and other academic staffs 11,92%.
The resultAos proportion was mainly dominated by men, namely 62,58% compared to women, 37,42%.
RESULTS AND DISCUSSION
The researchers assessed each feature of library services consisting of 9 .
features based on the evaluation of library users .
which then analyzed by using Maxdiff technique.
These features are based on the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017.
The evaluation result of these features can be seen in Table 3 below.
Table 3.
Evaluation on The Importance Level of Service Features Num
Service Features System, mechanism, and procedure Average Value 3,252 Requirements 3,149 Completion time
3,119
Costs/tariffs 3,305 Product specifications for type of service 3,089 Executing officerAos ability 3,179 Executing officerAos behavior
3,311
Handling of complaints, suggestions, and feedback
3,109
Infrastructure 3,520 Percentage Source: Questionnaire Data Processing in 2021.
According to the table, the highest feature of 9 library service features is infrastructure with 12%.
Meanwhile, other library service features have the same percentage level, namely 11%.
Table 4.
Library UsersAo Perception Level Num.
Service Elements System, mechanism, and procedure Amount of Perception Level Requirements Completion time Costs/tariffs Product specifications for type of service Executing officerAos ability Executing officerAos behavior Handling of complaints, suggestions, and feedback Infrastructure Source: Questionnaire Data Processing in 2021.
According to the respondents, in general there are 3 .
most important features, such as infrastructure, executing officerAos behavior, and costs/tariffs.
Considering that the purpose of users visiting the library was to do assignments, it could be said that the Muaidi et al.
Index of Library Users Satisfaction .
library collections related to PrajaAos assignments are very important for them.
On the other hand, many users (Praj.
did not only do their assignments in the library but also for recreational for example reading fiction novels, motivation books, lifestyle books, or even using wifi/internet access provided in the library.
Moreover, there were also some library users who visited the library to do a group discussion, small gatherings for PrajaAos organization activities, and learning activities outside the classroom.
Analysis of the Index of Library UsersAo Satisfaction Overall, the Index of Library Users Satisfaction towards the library service of Governance Institute of Home Affairs Nusa Tenggara Barat Campus has decreased, compared to the previous period from Very Good to Good.
Based on Table 4.
7 scale 4, as stated in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, the Index of Library UsersAo Satisfaction is 3,194 or belongs to GOOD category.
If it is converted into an interval value, the index is at 3,0653,532.
Table 5.
Tabulation of Library UsersAo Satisfaction Index Perception Value Interval Value (NI) 1,000 Ae 2,599 Conversion Interval Value (NIK) 25,00 Ae 64,99 Service Unit Performance (Y) Not Good 2,600 Ae 3,064 65,00 Ae 76,60 Not Too Good 3,065 Ae 3,532 76,61 Ae 88,30 Good 3,533 Ae 4,000 88,31 Ae 100,00 Very Good Service Quality Source: Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017 All in all, the priority of service quality improvement, in general, is included in the category of average and has a good value.
Meanwhile, the weight of value, based on the processed data with the level of featuresAo satisfaction in the order, starts from the lowest to the highest service elements value as follows:
Table 6.
Level of Service FeaturesAo Satisfaction Num.
Service Elements System, mechanism, and procedure Amount of Perception Level 0,358 Requirements 0,346 Completion time
0,343
Costs/tariffs 0,364 Product specifications for type of service 0,340 Executing officerAos ability 0,350 Executing officerAos behavior
0,364
Handling of complaints, suggestions, and feedback
0,342
Infrastructure 0,387 Source: Questionnaire Data Processing in 2021.
According to the aforementioned table, it can be concluded that there are 3 .
service features which get the highest score, namely infrastructure .
, executing INDONESIAN JOURNAL OF LIBRARIANSHIP officerAos behavior .
, and costs/tariffs .
It shows that the library users were comfortable and satisfied with the library, be it from the room arrangement, lighting, room temperature, or behavior of the librarians and the other library staff, as well as the borrowing process and no charge for late book return.
On the other hand, there are 3 .
service features which have the lowest value, namely product specifications for type of services .
, handling of complaints, suggestion, and feedback .
, and completion time .
It shows that the library users were not satisfied enough with the service features provided, such as lack of the newest type collections and lack of enough loan period.
Then the survey result of each element or service feature of this research was quite different from the previous research .
The 2018 research which used the Decree of the Minister of State Apparatus Empowerment Number: KEP/25/M.
PAN/2/2004 has 14 questionnaire elements, while present research used the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017 of which the guidelines refinement of public satisfaction survey towards the government public service administrator consists of 9 questionnaire elements.
Therefore, the researchers in creating comparison in every service element had adjusted from service elements which have the same perception of 14 elements to 9 elements in the present study.
As an illustration, the comparison of these elements can be seen in the following table:
Table 7.
A Similarity Approach of Service Features/Elements The Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017 System, mechanism, and procedure Decree of the Minister of State Apparatus Empowerment Number:
KEP/25/M.
PAN/2/2004
Service procedure Requirements Service requirements Completion timeU
U12
Service time certainty Costs/tariffs U10 Reasonable service costs Equality to get service Product specifications for type of Executing officerAos ability Ability of the service officer Executing officerAos behavior Politeness and hospitality of staffs Handling of complaints, suggestions, and feedback Infrastructure Responsibility of service officer U13 Environmental convenience Clarity of service officer Discipline of service officer Speed of the service U11 Service costs certainty U14 Security of the service Source: The Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017 and Decree of the Minister of State Apparatus Empowerment Number:
KEP/25/M.
PAN/2/2004
The result of data processing on the library usersAo satisfaction survey in 2021 towards library service of Governance Institute of Home Affairs Nusa Tenggara Barat Campus in each element or service is explained as follows:
Muaidi et al.
Index of Library Users Satisfaction .
Index of Library UsersAo Satisfaction Based on System.
Mechanism, and Procedure.
Index of service satisfaction at the system, mechanism, and procedure feature is 3,252 .
cale of .
, declined -0,223 compared to the previous period, that is 3,475 .
cale of .
Based on the category listed in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, it belongs to the Good category.
Figure 1.
Index of Satisfaction on System.
Mechanism, and Procedure Features Source: Questionnaire Data Processing in 2021.
Index of Library UsersAo Satisfaction based on Requirements.
Index of service satisfaction on the requirements feature is 3,149 .
cale of .
, declining -0,228 compared to the previous period namely 3,377 .
cale of .
According to the category listed in the the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, this feature belongs to the Good category.
Figure 2.
Index of Satisfaction on Requirement Feature Source: Questionnaire Data Processing in 2021.
Index of Library Users Satisfaction on Completion Time.
Index of service satisfaction on the completion time is 3,119 .
cale of .
, declining -0,282 compared to the last period, namely 3,401 .
cale of .
Based on the category listed in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, this feature belongs to the Good category.
INDONESIAN JOURNAL OF LIBRARIANSHIP
Figure 3.
Index of Satisfaction on The Completion Time Feature Source: Questionnaire Data Processing in 2021.
Index of Library UsersAo Satisfaction on Costs/ Tariffs.
Index of service satisfaction on costs/tariffs feature is 3,305 .
cale of .
, declining -0,238 compared to the previous period namely 3,543 .
cale of .
As stated in the category listed in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, this feature belongs to the Good category.
Figure 4.
Index of Satisfaction on The Costs/Tariffs Feature Source: Questionnaire Data Processing in 2021.
Index of Library Users Satisfaction on Product Specifications for Type of Service.
Index of service satisfaction on the product specifications for the type of services feature is 3,089 .
cale of .
, declining -0,368 compared to the previous period namely 3,457 .
cale of .
In accordance with the category listed in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, this feature belongs to the Good category.
Muaidi et al.
Index of Library Users Satisfaction .
Figure 5.
Index of Satisfaction on The Product Specifications for Type of Service Feature Source: Questionnaire Data Processing in 2021.
Index of Library Users Satisfaction based on the Executing OfficerAos Ability.
Index of service satisfaction on the executing officerAos ability is 3,179 .
cale of .
, declining 0,198 compared to the previous period namely 3,377 .
cale of .
Referring to the category listed in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, this index belongs to the Good Figure 6.
Index of Satisfaction on The Execturing OfficerAos Ability Feature Source: Questionnaire Data Processing in 2021.
Index of Library UsersAo Satisfaction on the Executing OffcerAos Behavior.
Index of service satisfaction on the executing officerAos behavior is 3,311 .
cale of .
, declining 0,198 compared to the previous period namely 3,346 .
cale of .
In line with the category listed in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, this feature belongs to the Good
INDONESIAN JOURNAL OF LIBRARIANSHIP
Figure 7.
Index of Satisfaction on The Executing OfficerAos Behavior Feature Source: Questionnaire Data Processing in 2021.
Index of Library Users Satisfaction on the Handling of Complaints.
Suggestion, and Feedback.
Index of services satisfaction on the handling of complaints, suggestions, and feedback is 3,109 .
cale of .
, declining -0,274 compared to the previous period namely 3,383 .
cale of .
In accordance with the category stated in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, this feature belongs to the Good category.
Figure 8.
Index of Satisfaction on The Handling of Complaints.
Suggestions, and Feedback Feature Source: Questionnaire Data Processing in 2021.
Index of Library UsersAo Satisfaction on the Infrastructure.
Index of service satisfaction on the infrastructure feature is 3,520 .
cale of .
, declining -0,196 compared to the preceding period namely 3,716 .
cale of .
In line with the category stated in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017, this feature belongs to the Good category.
Muaidi et al.
Index of Library Users Satisfaction .
Figure 9.
Index of Satisfaction on The Infrastructure Feature Source: Questionnaire Data Processing in 2021.
Index of Library UsersAo Satisfaction on Last YearAos Parameter.
The increase of the Library Users Satisfaction Index for library services was supported by an increase of overall satisfaction assessment parameter based on the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017.
The highest Library UsersAo Satisfaction Index in unit performance parameter is measured from the service feature provided.
Meanwhile, there is a decrease according to the data from the previous year.
Table 8.
Level of Satisfaction on Service Features Between 2018 and 2021
Declining Percentag
System, mechanism, and procedure 3,475 3,252 -6% Requirements 3,377 3,149 -7% Completion time
3,401
3,119
-8%
Costs/tariffs 3,543 3,305 -7% Product specifications for type of service 3,457 3,089 -11% Executing officerAos ability 3,377 3,179 -6% Executing officerAos behavior
3,346
3,311
-1%
Handling of complaints, suggestions, and Infrastructure 3,383 3,109 -8% 3,716 3,520 -5% Num Service Features Year Source: Questionnaire Data Processing in 2021.
According to the Table 10.
, it can be concluded that the level of satisfaction in 2018 was higher than in 2021.
When the average amount of these levels was acquired, it is suggested that there is a decline namely 7% at each service performance feature.
Library UsersAo Opinion (Library of Governance Institute of Home Affairs NTB Campus Top of Min.
The opinion of library users regarding with the library of Governance Institute of Home Affairs Nusa Tenggara Barat Campus when the word of library first come to their mind are listed as follows:
INDONESIAN JOURNAL OF LIBRARIANSHIP
Figure 10.
Library UserAos Top Mind of 2021 Library Users' Top Of Mind 2021 Technology Utilization/ Digitalization In The Services Etc Additional Collection Materials Infrastructure Service Improvement (Book Return.
Executing Officer's Behavio.
Source: Questionnaire Data Processing in 2021.
Several remarks about the library, which were quoted from library users (Praj.
, were library is a significant place to Praja, library is a place to do assignments or social interaction, and the librarians or other library staffs are viewed as competent and Furthermore, other results pointed out that: Library of Governance Institute of Home Affairs Nusa Tenggara Campus Campus is always clean and tidy.
Librarians along with other library staffs are humble.
Library has adequate facilities.
Library can be used as a recreational place.
Library is equipped with AC and Wi-Fi.
Library has plentiful book collections.
Librarians, as well as other library staffs, has an adequate competency.
Library is a comfortable place to exchange ideas.
Library is very helpful during the learning activity process.
Library has an adequate infrastructure.
Library is a comfortable place to read books.
Because infrastructure and non-updated collections is one measure of the success of library service quality (Hapsari.
Seftiawan, et al.
, 2.
In accordance with the discussion and result, the overall index of library usersAo satisfaction on the library of Governance Institute of Home Affairs Nusa Tenggara Barat Campus has declined -7% from the previous period .
, namely 3,450 to 3,194 .
cale of .
This scale is in line with the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017.
Then, the decrease of the index of library usersAo satisfaction in the library of Governance Institute of Home Affairs Nusa Tenggara Barat Campus was due to lack number of book collections which has not been updated according to the usersAo needs as well as the deprivation of library automatic tools .
which need to be repaired or even replaced.
Nevertheless, infrastructure in the library obtained the highest value feature according to the library users, while library collections are the lowest value feature.
IV.
CONCLUSION
It is suggested that although there is a decline of -7% from MuaidiAos research in 2018, the Library UsersAo Satisfaction Index of the Library of Governance Institute of Home Affairs NTB Campus still belongs to the AuGoodAy category with Public Satisfaction Index value of 3,194.
The library service feature which has the highest value and strengthens Public Satisfaction Index evaluation is infrastructure, executing officerAos behavior, and costs/tariffs feature.
As a research suggestion to improve service quality in the Library of Governance Institute of Home Affairs NTB Campus, the library needs to clarify the specifications of library services, create a clear standard operating procedure (SOP) on Muaidi et al.
Index of Library Users Satisfaction .
the service completion time, and improve the handling of complaints and suggestions so that it can be done easily by the users.
This study only analyzed the library usersAo satisfaction of the dominant number of library users, namely Praja, in Governance Institute of Home Affairs Nusa Tenggara Barat Campus because the library only serves in a particular place, which resulted in the absence of public community visiting this library.
This study was conducted in a qualitative method due to the lack of research time and the research continues to grow and expand during the process.
Nonetheless, this study is expected to provide availability of Public Satisfaction Index (IKM) data of government agencies, especially library services, which can be used as a performance reference for public service implementation.
And also, it is expected that it can be used as policy making materials or even an improvement effort to the service performance of a library.
ACKNOWLEDGMENTS
We would like to express our endless gratitude to God Almighty, because of His Blessings we could actively participate in the librarianship study.
Also, we would like to say thank you to our librarian colleagues as well as other staff in the library of Governance Institute of Home Affairs NTB Campus who helped us during the research.
VI.
REFERENCES