ANALISIS KUALITAS LAYANAN FISIK PERPUSTAKAAN PROVINSI NTB MENGGUNAKAN METODE LibKUAL (PRESPEKTIF PEMUSTAKA GEN-Z)
DOI:
https://doi.org/10.51878/cendekia.v6i4.12626Keywords:
Analisis Kesenjangan, Gen-Z, LibQUAL+®, Perpustakaan Umum Provinsi NTBAbstract
ABSTRACT
The changing characteristics of library users driven by digital transformation require libraries to provide physical services that accommodate the needs of Generation Z, a group that values flexible learning environments and digital connectivity. However, evaluations of library service quality generally overlook generational characteristics, particularly in assessing physical service quality. This study aimed to measure the physical service quality of the West Nusa Tenggara Provincial Library and Archives Office using the LibKUAL method from the perspective of Generation Z users and to identify service indicators with the largest quality gaps. A descriptive-evaluative quantitative approach with a survey method was employed involving 150 respondents selected through purposive sampling. Data were collected using a LibQUAL+®-based questionnaire focusing on physical service dimensions and analyzed through gap analysis using the Minimum Service Score (MSS), Perceived Service Score (PSS), Desired Service Score (DSS), Adequacy Gap (AG), and Superiority Gap (SG). The findings revealed that collaborative space flexibility and Wi-Fi speed and stability exhibited the largest service gaps, whereas staff responsiveness received the highest evaluation. These findings suggest that improving collaborative learning spaces and strengthening digital infrastructure should become priorities to better meet the needs and expectations of Generation Z library users.
ABSTRAK
Perubahan karakteristik pemustaka akibat perkembangan teknologi digital menuntut perpustakaan menyediakan layanan fisik yang mampu memenuhi kebutuhan Generasi Z sebagai kelompok pengguna yang akrab dengan teknologi dan mengutamakan ruang belajar yang fleksibel. Namun, evaluasi kualitas layanan perpustakaan umumnya masih dilakukan secara umum tanpa mempertimbangkan karakteristik pengguna berdasarkan kelompok generasi. Penelitian ini bertujuan mengukur kualitas layanan fisik Dinas Perpustakaan dan Kearsipan Provinsi Nusa Tenggara Barat menggunakan metode LibKUAL dari perspektif pemustaka Generasi Z serta mengidentifikasi indikator layanan yang memiliki kesenjangan terbesar. Penelitian menggunakan pendekatan kuantitatif deskriptif-evaluatif dengan metode survei terhadap 150 responden yang dipilih melalui teknik purposive sampling. Data dikumpulkan menggunakan instrumen LibQUAL+® yang difokuskan pada aspek layanan fisik dan dianalisis melalui gap analysis menggunakan Minimum Service Score (MSS), Perceived Service Score (PSS), Desired Service Score (DSS), Adequacy Gap (AG), dan Superiority Gap (SG). Hasil penelitian menunjukkan bahwa fleksibilitas tata ruang kolaboratif dan kecepatan serta stabilitas akses Wi-Fi merupakan indikator dengan kesenjangan layanan terbesar, sedangkan sikap tanggap petugas memperoleh penilaian terbaik. Temuan ini menunjukkan bahwa peningkatan kualitas layanan fisik perlu diprioritaskan pada pengembangan ruang belajar kolaboratif dan optimalisasi infrastruktur digital agar lebih sesuai dengan kebutuhan pemustaka Generasi Z.
Downloads
References
Ahmad, S. (2025). Listening to users: Insights from a LibQUAL+® assessment of library services in central universities. Performance Measurement and Metrics, 27(2), 130–151. https://doi.org/10.1108/PMM-07-2025-0040
Andini, T., & Sayekti, R. (2025). The quality of service at the International Corner in the Library of Universitas Muhammadiyah Sumatera Utara (UMSU) based on the LibQUAL model. Journal of Educational Sciences, 9(4), 2440–2453. https://jes.ejournal.unri.ac.id/index.php/JES/article/view/666
Barfi, K. A., Parbie, S. K., Filson, C. K., Teye, M. V., Kodua-Ntim, K., & Ayensu, E. (2023). Assessing the quality of services at an academic library. Heliyon, 9(12), e22449. https://doi.org/10.1016/j.heliyon.2023.e22449
Chen, Y.-C., Ho, C.-C., & Kuo, S.-M. (2022). Service quality of and user satisfaction with non-state-owned academic libraries in China: Integrating the fuzzy Delphi method with the Kano approach. Sustainability, 14(14), 8506. https://doi.org/10.3390/su14148506
Cox, A. M. (2022). Factors shaping future use and design of academic library space. New Review of Academic Librarianship, 28(1), 33–50. https://doi.org/10.1080/13614533.2022.2039244
Day, M. (2024). Reimagining library learning spaces, or risking digital piracy in universities: Students' views on spatial boundaries, time, and self-study modalities in the post-digital era of AI. Compass: Journal of Learning and Teaching, 17(1), 65–81. https://doi.org/10.21100/compass.v17i1.1492
Garnar, M., & Tonyan, J. (2021). Library as place: Understanding contradicting user expectations. The Journal of Academic Librarianship, 47(5), 102391. https://doi.org/10.1016/j.acalib.2021.102391
Ghafara, S. T., Jalinus, N., Ambiyar, A., Waskito, W., & Rizal, F. (2023). Pembelajaran menggunakan TIK dapat meningkatkan literasi peserta didik Generasi Z pada Kurikulum Merdeka. Jurnal SAINTIKOM (Jurnal Sains Manajemen Informatika dan Komputer), 22(2). https://doi.org/10.53513/jis.v22i2.8503
Hou, H. (2025). Investigating the impact of spaces design on user satisfaction in university libraries: A case study. Facilities, 43(7–8), 571–593. https://doi.org/10.1108/F-01-2024-0010
Johnston, N. (2022). Planning a library of the future: Incorporating the student voice through user perspectives. Journal of Library Administration, 62(5), 581–601. https://doi.org/10.1080/01930826.2022.2083438
Kim, S., & Park, J.-H. (2025). Development and validation of LibSCAPE: A comprehensive scale for measuring library space services. Journal of Librarianship and Information Science. Advance online publication. https://doi.org/10.1177/09610006251339829
Mady, C., & Hewidy, H. (2025). The public library building as nexus for social interactions: Cases from Helsinki. City, Culture and Society, 40, Article 100610. https://doi.org/10.1016/j.ccs.2024.100610
Mahmood, K., Ahmad, S., Ur Rehman, S., & Ashiq, M. (2021). Evaluating library service quality of college libraries: The perspective of a developing country. Sustainability, 13(5), 2989. https://doi.org/10.3390/su13052989
Mendrofa, C. N. R., & Aprilia, N. (2023). Pemanfaatan media sosial oleh Generasi Z sebagai media pembelajaran. Jurnal Tonggak Pendidikan Dasar: Jurnal Kajian Teori dan Hasil Pendidikan Dasar, 2(1), 20–31. https://doi.org/10.22437/jtpd.v2i1.22874
Nafisah, S. (2023). Building a social space through a digital library. Librarianship in Muslim Societies, 2(1). https://doi.org/10.15408/lims.v2i1.31755
Oh, D.-G. (2022). How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model. Journal of Librarianship and Information Science, 55(3), 719–733. https://doi.org/10.1177/09610006221101193
Putra, K. A. D., Wulandari, L. G. M. I., Putri, N. K. E. A., Butarbutar, C. N., Subakti, K. I., & Kelen, B. R. (2025). Evaluasi kualitas layanan Perpustakaan Universitas Pendidikan Nasional menggunakan metode LibQUAL+. Bibliotika: Jurnal Kajian Perpustakaan dan Informasi. https://journal2.um.ac.id/index.php/bibliotika/article/view/59602
Sanjeev, M. A., Khademizadeh, S., Arumugam, T., & Tripathi, D. K. (2022). Generation Z and intention to use the digital library: Does personality matter? The Electronic Library, 40(1/2), 18–37. https://doi.org/10.1108/EL-04-2021-0082
Sayekti, R., Aditya, M., Nurhayani, Simahate, T., Yusniah, & Devianty, R. (2022). An assessment of information control: Understanding library service quality from users' perspectives. Evidence Based Library and Information Practice, 17(2), 88–108. https://doi.org/10.18438/eblip29916
Zhu, Q., & Xie, X. (2023). Users' needs and expectations of immersive learning spaces in an academic library: A survey. Journal of Librarianship and Information Science, 55(2), 371–382. https://doi.org/10.1177/09610006221081844
