Analisis Kualitas Layanan Opac Terhadap Kepuasan Pengguna Menggunakan Metode Servqual Perpustakaan UIN STS Jambi
DOI:
https://doi.org/10.33998/jakakom.2025.5.2.2310Keywords:
Analysis; OPAC UIN Jambi; Servqual; SEM; SmartPLS.Abstract
The library is an excellent place to obtain accurate information, whether to enhance knowledge, facilitate the search for materials and academic assignments, or even serve as a resource for creating scientific works. OPAC (Online Public Access Catalog) is an information retrieval tool that library users can utilize to access and search for library collections they need. This system is designed to help library visitors quickly and accurately find the reading materials they require. Based on observations and interviews conducted, it was found that some collections listed in OPAC are not available on the library shelves when searched. Additionally, some students still struggle to understand the book coding listed in OPAC. Referring to these issues, the author aims to analyze the service quality of OPAC in relation to user satisfaction using the SERVQUAL method, which includes five variables: tangible, reliability, responsiveness, assurance, and empathy. The purpose of this research is to analyze the service quality of the Online Public Access Catalog (OPAC) concerning user satisfaction at the Library of Universitas Islam Negeri Sulthan Thaha Saifuddin Jambi. Additionally, it seeks to provide information regarding user satisfaction with OPAC by examining the SERVQUAL dimensions in the library. The data analysis is processed using the SEM method with SmartPLS software. The results of the analysis, based on hypothesis testing, reveal that the tangible and reliability variables significantly affect user satisfaction. However, the responsiveness, assurance, and empathy variables do not significantly influence user satisfaction.
Downloads
References
E. S. Diana Maulida Zakiah, Fithria Rizka Sirait, “Jurnal Teknologi , Kesehatan Dan Ilmu Sosial,” J. Teknol. Kesehat. Dan Ilmu Sos., vol. 4, no. 2, hal. 328–338, 2022.
S. S. MELELO, “analisis tingkat kepuasan pengguna opac dengan metode eucs dan servqual (studi kasus : perpustakaan smk penerbangan aag adisutjipto yogyakarta),” vol. 5, hal. 1–14, 2023.
M. R. Ridlo, A. Gunawan, H. Dewiyana, N. Nur’aini, L. H. Nasution, dan A. R. Ritonga, “Persepsi Pemustaka Dinas Kearsipan Dan Perpustakaan Kabupaten Pelalawan Dalam Penggunaan Opac,” War. Dharmawangsa, vol. 17, no. 2, hal. 580–601, 2023, doi: 10.46576/wdw.v17i2.3173.
Minarwati dan I. Hidayah, “Penerapan Metode Webqual 4.0 Untuk Analisis Kualitas Website STMIK El Rahma Terhadap Kepuasan Pengguna,” J. Inform. Komputer, Bisnis dan Manaj., vol. 20, no. 2, hal. 87–99, 2023, doi: 10.61805/fahma.v20i2.36.
M. Asrul fole, “JIEI : Journal of Industrial Engineering Innovation JIEI : Journal of Industrial Engineering Innovation,” vol. 01, no. 01, hal. 10–17, 2023.
K. Incha Aggasy, Zarnelly, I. Maita, dan F. Muttakin, “Analysis Of User Satisfaction Level Towards Opac Service Quality Using E-Servqual Method,” J. Tek. Inform. dan Sist. Inf., vol. 10, no. 1, hal. 985–998, 2023.
Verry dan A. Haq, “Analisis Kualitas Layanan Online Public Acces Catalog (OPAC) terhadap Kepuasan Pengguna di Universitas Nahdlatul Ulama Al Ghazali (UNUGHA) Cilacap menggunakan Metode E-Servqual,” JOINICS J. Informatics Comput. Sci., vol. 1, no. 1, hal. 1–7, 2023.
L. Hakim dan M. R. Sari, “Pt . Tiki Lubuklinggau Menggunakan Metode Servqual,” vol. 03, no. 02, hal. 59–71, 2018.
H. Hermawan, “Metode Kuantitatif untuk Riset Bidang Kepariwisataan,” hal. 1–179, 2018.
F. L. Suharto, Analisis SEM Teori Dan Praktik. 2016.
H. Hermawan, “Metode Kuantitatif untuk Riset Bidang Kedinasan perdagangan dan Kepariwisataan,” 2019, doi: 10.31227/osf.io/fcnzh.
Ihyaulumuddin, A. Padhil, dan M. Fachry Hafid, “Analisis Tingkat Kualitas Pelayanan Grab Terhadap Driver Grabbike Dengan Menggunakan Metode Servqual,” J. Apl. dan Pengemb. Sist. Ind., vol. 1, no. 1, hal. 1–9, 2023.
Lenni Khotimah Harahap, “Analisis SEM (Structural Equation Modelling) Dengan SMARTPLS (Partial Least Square),” Fak. Sains Dan Teknol. Uin Walisongo Semarang, no. 1, hal. 1, 2020.
S. Farhan Eka Pramana, “ANALISA INTEGRASI SERVICE QUALITY DAN KANO UNTUK PENINGKATAN PELAYANAN KONSUMEN,” vol. 27, no. 2, hal. 1–14, 2024.
I. Iryani, H. Yulianto, dan ..., “Pengaruh Tunjangan Kinerja terhadap Kinerja Pegawai melalui Kepuasan Kinerja Sebagai Variabel Mediasi,” SEIKO J. …, vol. 5, no. 1, hal. 343–354, 2022.
D. R. Pelealu, “Analisis Customer Loyalty Yg Diprediksi Oleh Servqual, Service Innovation Dan Brand Image Melalui Customer Satisfaction,” Revitalisasi, vol. 10, no. 1, hal. 141, 2021, doi: 10.32503/revitalisasi.v10i1.1731.
J. M. Hudin, Y. Farlina, dan D. Pribadi, “Pengukuran Tingkat Kesuksesan Sistem Informasi Ruang Mahasiswa Pada Universitas Bsi Psdku Sukabumi Dengan Model Delone Dan Mclean,” Indones. J. Bus. Intell., vol. 2, no. 2, hal. 71, 2019, doi: 10.21927/ijubi.v2i2.1106.
