The Effect of Digitizing Library Services and Facilities on User Satisfaction
Article Sidebar
Main Article Content
Abstract
Digitization of library services and facilities is a factor that can increase user satisfaction. The purpose of this study is to determine the effect of digitization of library services and facilities on user satisfaction. This research data is from users at the Regional Library of Cianjur Regency with a population of 1,000. The sampling technique in this study used a sample size web.raosoft.com with an error rate of 5% so that a sample of 287 respondents was obtained. Disseminating questionnaires is a method of data collection. This study used multiple linear regression analysis as its analysis method. The results showed that the digitalization of library services and facilities had a positive effect on user satisfaction, and the effect was 38.8% while 61.2% was influenced by other variables. The variable that has a dominant influence is library facilities, with an influence of 16%. The contribution of this study is to expand marketing management literature related to the digitization of library services and facilities in the context of organizations.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Adeyinka, T. (2019). Empirical analysis of undergraduates’ satisfaction with access to the University Library Websites. Journal of Access Services, 16(2–3), 94–115. https://doi.org/10.1080/15367967.2019.1639511
Al Qarny, A. (2020). Factors Affecting Work Satisfaction and Employee Performance in Automotive Industrial Chain. In International Journal of Economics and Business Administration: Vol. VIII (Issue 2).
Bouwman, H., Nikou, S., & de Reuver, M. (2019). Digitalization, business models, and SMEs: How do business model innovation practices improve performance of digitalizing SMEs? Telecommunications Policy, 43(9). https://doi.org/10.1016/j.telpol.2019.101828
Caruana, A., & Ramaseshan, B. (2015). The Effect of Service Quality and Consumer Trust on Retail Website Loyalty. Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 15(1), 76. https://doi.org/10.1007/978-3-319-11848-2_21
Copeland, A., Yoon, A., & Zhang, S. (2021). Data Reuse Practices and Expectations for Data Resources and Services among Public Library Users. Public Library Quarterly, 40(4), 330–345. https://doi.org/10.1080/01616846.2020.1773749
Dick, A. S. and B. S. D. (2015). Consumer Loyalty : Toward on Integrated Conceptual Framework. Journal Of The Academy Marketing Science, 22(1), 99–113.
Flores, A. M., Pavan, M. C., & Paraboni, I. (2022). User profiling and satisfaction inference in public information access services. Journal of Intelligent Information Systems, 58(1), 67–89. https://doi.org/10.1007/s10844-021-00661-w
Ghozali, I. (2016). Aplikasi Analisis Multivariete Dengan Program IBM SPSS 23 (8th ed.). Badan Penerbit Universitas Diponegoro.
Hardyanto, W., Purwinarko, A., & Adhi, M. A. (2018). End-user satisfaction analysis on library management system unnes using technology acceptance model towards national standard of integrated library. Journal of Physics: Conference Series, 983(1). https://doi.org/10.1088/1742-6596/983/1/012006
Harisanty, D. (2019). Level of user satisfaction on the Facebook library. Library Hi Tech News, 36(3), 7–8. https://doi.org/10.1108/LHTN-10-2018-0066
Harris, P., Dall’Olmo Riley, F., & Hand, C. (2021). Multichannel shopping: The effect of decision making style on shopper journey configuration and satisfaction. Journal of Retailing and Consumer Services, 58. https://doi.org/10.1016/j.jretconser.2020.102286
Islam, K. M. A., Islam, S., Karim, M. M., Haque, M. S., & Sultana, T. (2023). Relationship between e-service quality dimensions and online banking customer satisfaction. Banks and Bank Systems, 18(1), 174–183. https://doi.org/10.21511/bbs.18(1).2023.15
Jayasundara, C. C. (2021). How a “fine regime” of an unacceptable user behaviour policy affects library use: nudging or shoving? Journal of Access Services, 18(2), 111–146. https://doi.org/10.1080/15367967.2021.1919121
Karadimce, A., & Davcev, D. P. (2018). Towards improved model for user satisfaction assessment of multimedia cloud services. Journal of Mobile Multimedia, 14(2), 157–196. https://doi.org/10.13052/jmm1550-4646.1422
Kwon, M., & Remøy, H. (2020). Office employee satisfaction: the influence of design factors on psychological user satisfaction. Facilities, 38(1–2), 1–19. https://doi.org/10.1108/F-03-2019-0041
Mannion, C. M. K. (2019). Data Speaks Volumes: Evidence-Based Delivery of Library Services in a User-Centred Library. Journal of the Australian Library and Information Association, 68(2), 180–193. https://doi.org/10.1080/24750158.2019.1610141
Martin, J. (2020). Job Satisfaction of Professional Librarians and Library Staff. Journal of Library Administration, 60(4), 365–382. https://doi.org/10.1080/01930826.2020.1721941
Mora, L., Kummitha, R. K. R., & Esposito, G. (2021). Not everything is as it seems: Digital technology affordance, pandemic control, and the mediating role of sociomaterial arrangements. Government Information Quarterly, 38(4). https://doi.org/10.1016/j.giq.2021.101599
Mutisya, F. K., & Onyancha, O. B. (2021). User expectations and acceptance of library services at the African union court on human and peoples’ rights. Libri, 71(1), 15–27. https://doi.org/10.1515/libri-2019-0082
Nazim, M., Beg, A., & Sarkar, M. (2021). Access to library facilities and services for users with disabilities: a study of Aligarh Muslim University in India. Journal of Access Services, 18(1), 30–49. https://doi.org/10.1080/15367967.2020.1870120
Nunekpeku, P. (2020). Establishing clients’ satisfaction levels with automated library based services: A case study at University of Cape Coast library, Ghana. Digital Library Perspectives, 36(1), 8–20. https://doi.org/10.1108/DLP-02-2019-0004
Ostler, K. R., Norlander, B., & Weber, N. (2021). Using Open Data to Inform Public Library Branch Services. Public Library Quarterly, 40(4), 365–377. https://doi.org/10.1080/01616846.2020.1798206
Padeiro, M., Bueno-Larraz, B., & Freitas, Â. (2021). Local governments’ use of social media during the COVID-19 pandemic: The case of Portugal. Government Information Quarterly, 38(4). https://doi.org/10.1016/j.giq.2021.101620
Putra, S. J., Subiyakto, A., Yunita, I., Gunawan, M. N., & Durachman, Y. (2018). Assessing the user satisfaction perspectives of information system: A library case study in Indonesia. Indonesian Journal of Electrical Engineering and Computer Science, 12(1), 95–101. https://doi.org/10.11591/ijeecs.v12.i1.pp95-101
Rennick, B. (2019). Library services navigation: Improving the online user experience. Information Technology and Libraries, 38(1), 14–26. https://doi.org/10.6017/ital.v38i1.10844
Riratanaphong, C., & Limjaroensuk, S. (2021). Occupant satisfaction on facility services: case studies of six multi-generational condominiums. Facilities, 39(5–6), 286–304. https://doi.org/10.1108/F-11-2019-0123
Shin, W., Shin, W., Yun, J., & Yun, J. (2023). The Effect of User Participation and Immersion on Satisfaction in Online Art Exhibition Services. Archives of Design Research, 36(1), 247–263. https://doi.org/10.15187/adr.2023.02.36.1.247
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif dan R dan D. Alfabeta.
VanScoy, A. (2021). Using Q methodology to understand conflicting conceptualizations of reference and information service. Library and Information Science Research, 43(3). https://doi.org/10.1016/j.lisr.2021.101107
Yousaf, A., Mishra, A., & Gupta, A. (2021). ‘From technology adoption to consumption’: Effect of pre-adoption expectations from fitness applications on usage satisfaction, continual usage, and health satisfaction. Journal of Retailing and Consumer Services, 62. https://doi.org/10.1016/j.jretconser.2021.102655
Zhang, Y., Lo, P., So, S., & Chiu, D. K. W. (2020). Relating library user education to business students’ information needs and learning practices: a comparative study. Reference Services Review, 48(4), 537–558. https://doi.org/10.1108/RSR-12-2019-0084
Zhang, Z. (2019). The effect of library indoor environments on occupant satisfaction and performance in Chinese universities using SEMs. Building and Environment, 150, 322–329. https://doi.org/10.1016/j.buildenv.2019.01.018