Polite and friendly attitude

Oct 13, 2025 by pynkocean.com 41 views

User Perception of Library Services Around the Samosir Regency Library and Archives Office

Introduction

The Samosir Regency Library and Archives Office has been providing mobile library services to the local community in seven districts, including Pangururan, Simanindo, Ronggur Nihuta, Palipi, Onan Runggu, Nainggolan, and Sianjur. The mobile library services aim to provide access to information and promote literacy among the community. However, the effectiveness of these services depends on the user's perception of the quality of services provided. This study aims to investigate the user's perception of the mobile library services around the Samosir Regency Library and Archives Office.

Methodology

This study used a descriptive research method, with a questionnaire as the data collection tool. The research sample consisted of 77 people, representing 10% of the active population of mobile library users, totaling 328 people. The ActionDental Sampling technique was used to select the sample.

Results

The results of the study showed that the quality of mobile library services was assessed from five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The following is an analysis of each dimension:

Reliability

Reliability refers to the ability of the mobile library service to provide accurate and timely services. The results showed that:

Accuracy: 67.53% of users reported that the services provided were on time, indicating that the management of time in the mobile library service was quite good.
Utilization: 66.23% of users reported that the use of services was adequate, indicating that the community had used this service as expected.
Conformity: 87.01% of users reported that officers had provided services in accordance with established standards, indicating that the suitability of services was very important to increase user confidence in services.

Responsiveness

Responsiveness refers to the ability of officers to respond to every complaint or difficulty of the user. The results showed that:

The ability of officers: 74.02% of users reported that officers were able to respond to every complaint or difficulty of the user well.
Officer's readiness: 76.62% of users reported that officers were always ready to provide assistance to users, reflecting professionalism in service.

Assurance

Assurance refers to the ability of officers to provide a comfortable and secure environment for users. The results showed that:

Comfort: 77.92% of users reported that the selection of dismissal places had provided a comfortable atmosphere for users.
Business Officers: 71.43% of users reported that officers were always looking for alternatives when the collection you are looking for, indicating the dedication of officers in serving the community.
Polite and friendly attitude: 89.61% of users reported that officers were always polite and friendly in providing services, which are important aspects in creating positive user experiences.

Empathy

Empathy refers to the ability of officers to care about user input and complaints. The results showed that:

Care of officers: 76.62% of users reported that officers care about user input and complaints, which is an important step in building good relations with the community.
Patience Officers: 80.52% of users reported that officers were always patient in providing services, increasing user confidence in the services provided.
Objective attitude: 84.41% of users reported that officers were objective without distinguishing social or gender status in providing services.

Tangibles

Tangibles refer to the physical aspects of the mobile library service, including the completeness and suitability of the collection. The results showed that:

Completeness of Collection: Only 16.88% of users reported that the available collections were complete, indicating that there was a need for improvement in this area.
Conformity of Collection: 23.38% of users reported that the existing collection was not in accordance with the needs of the user, indicating a need for improvement in this area.
Up to date: 19.48% of users reported that the existing collection was lacking up, indicating a need for periodic updates.
Dismissal: 59.74% of users reported that the place to stop the mobile library was strategic and easily accessible to the community.

Conclusion

From the results of the analysis above, it can be concluded that although the library service around the Samosir Regency Library and Archives Office has shown good results in terms of reliability, responsiveness, and empathy of officers, there are several aspects that need to be improved, especially in the Tangibles dimension, such as completeness and the suitability of the collection. This is a challenge for managers to improve service quality to be more effective and beneficial for the community. Continuous efforts are needed in the management and maintenance of mobile libraries in order to be able to meet the needs of public information optimally.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve the completeness and suitability of the collection to meet the needs of the community.
Provide periodic updates to the collection to ensure that it is up to date.
Improve the management of time in the mobile library service to ensure that services are provided on time.
Provide training to officers on how to respond to every complaint or difficulty of the user.
Improve the physical aspects of the mobile library service, including the place to stop the mobile library, to make it more accessible and convenient for users.

Limitations

This study has several limitations, including:

The sample size was relatively small, which may not be representative of the entire population of mobile library users.
The study only focused on the user's perception of the mobile library services, and did not investigate other aspects of the service, such as the quality of the collection or the effectiveness of the service in meeting the needs of the community.

Future Research

Future research should aim to investigate other aspects of the mobile library service, such as the quality of the collection and the effectiveness of the service in meeting the needs of the community. Additionally, research should be conducted to investigate the impact of the mobile library service on the community, including its impact on literacy rates and access to information.
Frequently Asked Questions (FAQs) About User Perception of Library Services Around the Samosir Regency Library and Archives Office

Q: What is the purpose of the study on user perception of library services around the Samosir Regency Library and Archives Office?

A: The purpose of the study is to investigate the user's perception of the quality of mobile library services provided by the Samosir Regency Library and Archives Office.

Q: What are the dimensions of quality that were assessed in the study?

A: The dimensions of quality that were assessed in the study include reliability, responsiveness, assurance, empathy, and tangibles.

Q: What is reliability in the context of the study?

A: Reliability refers to the ability of the mobile library service to provide accurate and timely services.

Q: What is responsiveness in the context of the study?

A: Responsiveness refers to the ability of officers to respond to every complaint or difficulty of the user.

Q: What is assurance in the context of the study?

A: Assurance refers to the ability of officers to provide a comfortable and secure environment for users.

Q: What is empathy in the context of the study?

A: Empathy refers to the ability of officers to care about user input and complaints.

Q: What is tangibles in the context of the study?

A: Tangibles refer to the physical aspects of the mobile library service, including the completeness and suitability of the collection.

Q: What were the findings of the study regarding reliability?

A: The study found that the mobile library service had a high level of reliability, with 67.53% of users reporting that the services provided were on time.

Q: What were the findings of the study regarding responsiveness?

A: The study found that the mobile library service had a high level of responsiveness, with 74.02% of users reporting that officers were able to respond to every complaint or difficulty of the user well.

Q: What were the findings of the study regarding assurance?

A: The study found that the mobile library service had a high level of assurance, with 77.92% of users reporting that the selection of dismissal places had provided a comfortable atmosphere for users.

Q: What were the findings of the study regarding empathy?

A: The study found that the mobile library service had a high level of empathy, with 76.62% of users reporting that officers care about user input and complaints.

Q: What were the findings of the study regarding tangibles?

A: The study found that the mobile library service had a low level of tangibles, with only 16.88% of users reporting that the available collections were complete.

Q: What are the implications of the study's findings?

A: The study's findings suggest that the mobile library service has some strengths, such as reliability, responsiveness, and empathy, but also some weaknesses, such as tangibles. The study's findings have implications for the management and maintenance of the mobile library service, and suggest that efforts should be made to improve the completeness and suitability of the collection.

Q: What are the limitations of the study?

A: The study has several limitations, including a relatively small sample size and a focus on user perception of the quality of the mobile library service.

Q: What are the future research directions?

A: Future research should aim to investigate other aspects of the mobile library service, such as the quality of the collection and the effectiveness of the service in meeting the needs of the community. Additionally, research should be conducted to investigate the impact of the mobile library service on the community, including its impact on literacy rates and access to information.