scholarly journals TINGKAT KEPUASAN PEMUSTAKA DI DINAS PERPUSTAKAAN DAN KEARSIPAN KOTA SOLOK: ANALISIS LIBQUAL+TM

2021 ◽  
Vol 3 (1) ◽  
pp. 66-81
Author(s):  
Cherly Pratiwi
Keyword(s):  
User Satisfaction ◽  
Quantitative Research ◽  
Information Quality ◽  
Sampling Technique ◽  
Three Dimensions ◽  
Information Control ◽  
Population Sampling ◽  
Service Information ◽  
Level Of Satisfaction ◽  
Library As Place

This study discusses the level of user satisfaction of the Solok City Library and Archives Service which was analyzed using Libqual+Tm. Libqual+Tm. Consists of three dimensions, namely affect of service, information control and library as place. The purpose of this study is to describe the level of user satisfaction at the Solok City Library and Archives Service. This research is a quantitative research with descriptive method. Data collection techniques through interviews and questionnaires. The research data was obtained from distributing questionnaires to the users of the Solok City Library and Archives Service as a population. Sampling from the study using incidental sampling technique and obtained a sample of 50 people. Based on the results of the study, the following conclusions were drawn: (1) based on the dimensions of the officer's performance in serving (affect of service) the users felt quite satisfied with the Adequacy Gap (AG) the dimension was positive with a score of 0.05 and the level of user satisfaction with the library was considered very satisfied. with the Superiority Gap (SG) is positive with a score of 0.52; (2) based on the dimensions of information quality and access to information (information control) the users are not satisfied with the Adequacy Gap (AG), the dimension is negative with a score of -0.20 and the level of user satisfaction with the library is considered very satisfied with the Superiority Gap (SG) is positive with score 0.25; (3) based on the dimensions of library facilities and infrastructure (library as place) the users are quite satisfied with the Adequacy Gap (AG) with a value dimension of 0.013 and the level of user satisfaction with the library is considered very satisfied with the Superiority Gap (SG) with a positive value with a score of 0.50 . Overall, the level of user satisfaction, the level of satisfaction of the users of the Library and Archives Service of Solok City, the users are quite satisfied with the average Adequacy Gap (AG) is positive with a score of 0.08 and the level of user satisfaction with the library is considered very satisfied with the average Superiority (SG). positive value with a score of 0.4.

scholarly journals PERAN PERPUSTAKAAN STAIN KEDIRI DALAM LAYANAN PEMUSTAKA (Kajian Kualitas Layanan Perpustakaan Berdasarkan Persepsi Pemustaka)

UNIVERSUM ◽  
2016 ◽  
Vol 10 (2) ◽  
Author(s):  
Komarudin M. Basit Aulawi Djuwandana Pamungkas
Keyword(s):  
Quantitative Research ◽  
Sampling Technique ◽  
Three Dimensions ◽  
Survey Method ◽  
Library Services ◽  
Information Control ◽  
Service Information ◽  
Level Of Satisfaction ◽  
Library As Place

The role and function of  library in service to its users is to meet the need for information. This study aimed to evaluate quality of library services based on users perception, to measure level of satisfaction of users to the State College of Islamic Studies (STAIN) Kediri library services. This quantitative research uses LibQUAL+ survey method by measuring three dimensions : affect of service, information control, and library as place. Respondents of this study are 257 users of STAIN Kediri Library. Sample are selected by proportionate stratified random sampling technique. The results showed that the quality of STAIN Kediri library services, based on the users perception, meet minimum users expectations. Based on the level of satisfaction, the library services meet users expectations and they are quite satisfied with the services of STAIN Kediri Library. The gap  between  perceptions and expectations indicate that the users are quite satisfied with the services and the quality of STAIN Kediri Library services are within the zone of tolerance  an area that lies between the minimum expectation and ideal expectation of library services quality. Kata Kunci; Service Quality, Users Satisfaction, LibQUAL+ Method

scholarly journals Literature Review: Analysis of Factors Related to User Satisfaction on The Online Reference System for BPJS Health Participants in Semarang City

2021 ◽  
Vol 1 (1) ◽  
pp. 149-158
Author(s):  
Fadhilla Rahma Jodi Putri
Keyword(s):  
User Satisfaction ◽  
Quantitative Research ◽  
Information Quality ◽  
Sampling Technique ◽  
Referral System ◽  
P Value ◽  
Cross Sectional ◽  
Registration System ◽  
Administrative Efficiency ◽  
Referral Service

An online referral system is an innovation from BPJS Health in digitizing the tiered referral system. An online referral system is expected to increase the participants' satisfaction and convenience in obtaining the referral service. However, there was no evaluation in satisfaction measurement on an online referral system until this time, especially in Semarang City. This study aims to evaluate the implementation of an online referral system by analyzing factors related to the satisfaction of BPJS Health participants in Semarang City. This was a quantitative research with a cross-sectional approach involving 100 respondents chosen by accidental sampling technique. The results of the study showed that the percentage of respondents who felt satisfied was only 54%, which was caused by the administrative efficiency and system effectivity of an online referral system that is still not optimal in reducing queues. Besides that, there is a relationship between performance expectancy, effort expectancy, facilitating condition, information quality, and user satisfaction towards the implementation of an online referral system in the BPJS Health of Semarang City with a p-value < 0,05. The results of the study suggest for BPJS Health determine the participants' satisfaction indicators towards the implementation of the online referral system and integrate the online referral system with the registration system at secondary and tertiary health facilities in Semarang City.

Constructing a sentiment analysis model for LibQUAL+ comments

2017 ◽  
Vol 18 (1) ◽  
pp. 78-87 ◽  
Author(s):  
Michael Thomas Moore
Keyword(s):  
Data Mining ◽  
Sentiment Analysis ◽  
User Satisfaction ◽  
Three Dimensions ◽  
Information Control ◽  
Analysis Model ◽  
Content Type ◽  
Depth Analysis ◽  
Library As Place ◽  
Negative Sentiment

Purpose The purpose of this paper is to establish a data mining model for performing sentiment analysis on open-ended qualitative LibQUAL+ comments, providing a further method for year-to-year comparison of user satisfaction, both of the library as a whole and individual topics. Design/methodology/approach A training set of 514 comments, selected at random from five LibQUAL+ survey responses, was manually reviewed and labeled as having a positive or negative sentiment. Using the open-source RapidMiner data mining platform, those comments provided the framework for creating library-specific positive and negative word vectors to power the sentiment analysis model. A further process was created to help isolate individual topics within the larger comments, allowing for more nuanced sentiment analysis. Findings Applied to LibQUAL+ comments for a Canadian mid-sized academic research library, the model suggested a fairly even distribution of positive and negative sentiment in overall comments. When filtering comments into affect of service, information control and library as place, the three dimensions’ relative polarity mirrored the results of the quantitative LibQUAL+ questions, with highest scores for affect of service and lowest for library as place. Practical implications The sentiment analysis model provides a complementary tool to the LibQUAL+ quantitative results, allowing for simple, time-efficient, year-to-year analysis of open-ended comments. Furthermore, the process provides the means to isolate specific topics based on specified keywords, allowing individual institutions to tailor results for more in-depth analysis. Originality/value To best account for library-specific terminology and phrasing, the sentiment model was created using LibQUAL+ open-ended comments as the foundation for the sentiment model’s classification process. The process also allows individual topics, chosen to meet individual library needs, to be isolated and independently analyzed, providing more precise examination.

scholarly journals Evaluasi Kualitas Layanan Website Alumni Menggunakan Metode Webqual 4.0

2019 ◽  
Vol 5 (2) ◽  
pp. 105
Author(s):  
Anisa Yulandari ◽  
Wing Wahyu Winarno ◽  
Asro Nasiri
Keyword(s):  
Quality Of Service ◽  
User Satisfaction ◽  
Information Quality ◽  
Three Dimensions ◽  
Job Seekers ◽  
End User ◽  
Interaction Quality ◽  
Service Interaction

Website Portal Alumni Amikom Yogyakarta yang dapat diakses pada alamat domain alumni.amikom.ac.id merupakan bagian dari Universitas Amikom Yogyakarta yang berfungsi sebagai sarana berbagi informasi sekaligus bertindak sebagai penghubung antara perusahaan pencari tenaga kerja dan para pencari kerja khususnya alumni Universitas Amikom Yogyakarta. Selama ini website alumni sudah berjalan belum dilakukan evaluasi terhadap kualitas layanan website yang didasarkan pada persepsi pengguna akhir sebagai umpan balik kepada pengelola website sehingga pengelola dapat mengetahui sejauh mana kepuasan pengguna dan kualitas layanan yang sudah diberikan. Tujuan dari penelitian ini yaitu untuk mengetahui kualitas layanan website alumni menggunakan tiga dimensi yang ada pada metode Webqual 4.0. Tiga dimensi itu sendiri terdiri dari Kegunaan, Kualitas Informasi, dan Kualitas Interaksi Layanan. Pendistribusian kuisioner dilakukan terhadap 200 sampel responden. Kesimpulan dari penelitian ini adalah adanya pengaruh ketiga dimensi Webqual 4.0 terhadap kepuasan pengguna. Dimensi yang paling berpengaruh yaitu Kualitas Informasi dan Kualitas Interaksi Layanan. Hal ini berarti peningkatan dapat dilakukan pada indicator yang memiliki nilai rata-rata terendah. Peningkatan pada dimensi Kualitas Informasi dapat dilakukan perbaruan secara berkala sehingga informasi yang disajikan menjadi lebih relevan. Sedangkan untuk dimensi Kualitas Interaksi Layanan dapat dilakukan dengan meningkatkan pelayanan terhadap keluhan seputar website alumni.Kata Kunci — Kualitas Layanan, Website Alumni, Webqual 4.0The Alumni Amikom Yogyakarta Website which can be accessed at the domain address alumni.amikom.ac.id is part of the Amikom University of Yogyakarta which serves as a means of sharing information while acting as a liaison between the company and job seekers, especially alumni of Yogyakarta Amikom University. So far, the alumni website has been running, yet an evaluation of the quality of website services has been carried out based on the perception of the end user as feedback to the website manager so that the manager can find out how far the user satisfaction is and the quality of the service provided. The purpose of this study is to determine the quality of the alumni website service using three dimensions that exist in the method of Webqual 4.0, there are Usability, Information Quality, and Service Interaction Quality. The conclusion of this study is the influence of the three dimensions of Webqual 4.0 on user satisfaction. The most influential dimensions are Information Quality and Service Interaction Quality. This means that an increase can be made on an indicator that has the lowest average valueKeywords— Quality of Service, Alumni Website, Webqual 4.0

scholarly journals Hubungan Motif dan Kepuasan Penggunaan Media Sosial Instagram di Mahasiswa Komunikasi Penyiaran Islam Angkatan 2014-2017

2019 ◽  
Vol 2 (2) ◽  
pp. 74-78
Author(s):  
Ngudi Ambar Sari ◽  
Bukhari Bukhari ◽  
Usman Usman ◽  
Prima Kurinati Hamzah
Keyword(s):  
Social Media ◽  
User Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Quantitative Research Methods ◽  
The Public ◽  
Media Usage ◽  
Active User ◽  
The Relationship

Instagram is one of the most popular social media for the public. One difference between Instagram and other social media, is that instamam is more likely to be used to find information and share information with users than to interact directly with fellow users. The purpose of this study is to find out and explain the motives and active user satisfaction in using Instagram social media and find out the relationship between the motives and satisfaction of Instagram social media usage. This study uses use and gratification theory which assumes that individuals have certain goals in using media. The method used in this research is quantitative research methods. The data collection tool is the questionnaire has been validated. The research sample was 70 people. The sampling technique is simple random sampling. The statistic test that the researchers used was the Partial Correlation Test (Pearson Product Moment). Data is processed using SPSS version 20. The results of this study indicate users want to get information and knowledge that is happening at the present time. Information satisfaction becomes the most obtained by Instagram social media users. Overall Instagram social media has given satisfaction to users and there is a significant relationship between motives and satisfaction.

scholarly journals INFLUENCE OF INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY AND SECURITY ON USER SATISFACTION IN USING E-MONEY BASED PAYTREN APPLICATIONS

2019 ◽  
Vol 3 (2) ◽  
pp. 288-299
Author(s):  
Winanda Wahana Wargadalam
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Information Service ◽  
Sampling Technique ◽  
Quality System ◽  
Quality Service ◽  
System Quality ◽  
Business Form

Nowadays technology grow extremely fast and it is helpful in communication and transactions, this effect to human behavior that people consider using technology intentively in daily activites cause of its facilities, one of facilities is digital economic transactions or e-money. Due to increasing of technology, there are some companies run their business form e-money based applications, one of the applications is the PayTren. The purposed of this research is to examine the satisfactory of the user who apply PayTren applications, such as the influence of information quality, system quality, service quality and security. The method of the research is based on DeLone and McLean models, then it will be modified. The research’s data is quantitative data. researchers collected 89 questionnaires from the population of PayTren application users in Batam by using a purposive sampling technique.  The conclusion of the research show that there is an influence between the quality of information, service quality and security on the satisfaction of e-money users based on the PayTren application, while it is found that there is no influence between the quality of the system on the satisfaction of e-money users based on PayTren applications.

scholarly journals User Perception to Service Quality (Libqual) in State University Library at Surabaya

Edulib ◽  
2017 ◽  
Vol 6 (1) ◽  
Author(s):  
Dessy Harisanty ◽  
Siti Khodijah
Keyword(s):  
Service Quality ◽  
Information Control ◽  
Value Assessment ◽  
State University ◽  
User Perception ◽  
Purposive Sampling ◽  
Average Value ◽  
Service Information ◽  
Library Users ◽  
Library As Place

Abstrak. Pelayanan yang dilakukan oleh perpustakaan secara langsung ataupun tidak akan menimbulkan citra perpustakaan baik citra positif maupun negatif. Citra tersebut menimbulkan persepsi pengguna dan akhirnya membuat penilaian pengguna terhadap perpustakaan. Dalam penelitian ini penulis ingin mengetahui mengenai tingkat persepsi pengguna atas kualitas layanan perpustakaan perguruan tinggi negeri yang meliputi dimensi affect of service, information control, library as place. Penelitian ini menggunakan pendekatan kuantitatif yang sifatnya deskriptif dan teknik pengumpulan data kuisioner dengan teknik sampling nonrandom sampling dengan kriteria purposive sampling di Perpustakaan Institut Teknologi Sepuluh November (ITS), Universitas Airlangga (UNAIR) dan Perpustakaan Universitas Negeri Surabaya (UNESA). Teknik pengolahan data yakni dengan membuat nilai rata-rata di setiap indikator kualitas layanan. Konsep kualitas layanan yang digunakan adalah LibQual+™ yang terdiri dari affect of service, information control, dan library as place. Hasilnya bahwa nilai rata-rata penilaian pengguna pada kinerja ketiga perpustakaan di atas adalah baik. Untuk perpustakaan UNESA dan ITS, urutan penilaian dari yang terbaik oleh pengguna adalah library as place, information control dan affect of service. Urutan penilaian pengguna atas dimensi yang terbaik pada perpustakaan Unair secara berturut-turut adalah library as place, affect of service, dan information control. Kata kunci: libqual, persepsi pengguna, perpustakaan perguruan tinggi Abstract. Services carried out by the library directly and will cause the image library of both positive and negative images. These images create the perception of users and ultimately make an assessment of the library users. In this study the authors wanted to know about the level of user perception on the quality of library services such as affect of service, information control, and library as place. This study uses a quantitative approach that are descriptive and questionnaire data collection techniques with nonrandom sampling with purposive sampling criteria in the library of Institut Teknologi Sepuluh Nopember (ITS), Universitas Airlangga (Unair) and the library of the State University of Surabaya (UNESA). Data processing techniques to make the average value in every indicator of service quality. The concept of service quality used is LibQual + ™ consisting of affect of service, information control, and library as place. The result is that the average value assessment on the performance of the three library users above is good. For UNESA and ITS libraries, order an assessment of the best by the user is a library as place, information control and affect of service. In Unair library, user ratings on the dimensions of the order of the best in a row is a library as place, affect of service, and information control. Keywords: libqual, user perception, university libraries

scholarly journals ANALISIS KEPUASAN PENGGUNA APLIKASI PENILAIAN PRESTASI KERJA (SKP ONLINE) MENGGUNAKAN METODE HUMAN ORGANIZATION TECHNOLOGY (HOT) FIT PADA BADAN KEPEGAWAIAN DAERAH KOTA PADANG

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Primadani Viandra ◽  
Titi Sriwahyuni ◽  
Muhammad Anwar
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Research Result ◽  
Sampling Technique ◽  
Survey Method ◽  
Quality Information ◽  
Quality Service ◽  
System Quality ◽  
Human Organization

This study is aimed to describe user satisfaction on application applied at BKD Kota Padang, based on system quality, information quality, service quality, service quality and structure of organization aspects. This research has also analysed the effect of Human Organization Technology method to users’ satisfaction of SKP Online system. Survey method was used by sampling to end user of SKP Online as the population. By purposive sampling technique, this research selected limited respondent of 55 users. Descriptive analysis, inferential analysis and multiple regression have utilized to analyse the data and making decision as research result. However, the study result have shown that system quality, information quality, service quality and structure of organization are simultaneously affecting the users’ satisfaction variable and giving contribution of 48,4%. It means that improving many factors as above will absolutely increase the quality and users’ satisfaction of online SKP system as well.  Keyword     : Human Organization Technology, SKP Online, User Satisfaction.

scholarly journals ANALISIS KEBERHASILAN WEBSITE RESMI UNIVERSITAS BOROBUDUR MENGGUNAKAN DELONE & MCLEAN MODEL

2018 ◽  
Vol 7 (1) ◽  
pp. 22-28
Author(s):  
Irfan Mahendra
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
User Satisfaction ◽  
Information Quality ◽  
Sampling Technique ◽  
System Quality ◽  
Significance Level ◽  
Research Population ◽  
The University

This research aims to analyze the success of the website of Borobudur University using Delone & Mclean Model. Variables used in this research are the quality of information, system quality, service quality, and user satisfaction. The research population is a regular student at the University of Borobudur, with a population of 431 people. The number of samples used in this research was 82 people, with a significance level of 10%. Meanwhile, in determining the sample using non probability sampling approach by using accidental sampling technique. Data collection activities were conducted using questionnaires, while the data analysis techniques used are descriptive statistics and inferential statistics, to describe the profile of respondents and to know the user perception of research variables. Based on the results of research, showed that students' perceptions of the website of the University of Borobudur is high. While based on the results of hypothesis testing, also obtained result that all hypothesis in test accepted, where there is a positive and significant relationship between information quality to the user satisfaction of website, there is a positive and significant relationship between system quality to the user satisfaction of website, and there is a positive and significant relationship between service quality to user satisfaction of website.

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

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