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Service Quality Analysis of Unej Digital Library Using M-S-QUAL and Importance Performance Analysis Methods
Corresponding Author(s) : Beny Prasetyo
Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control,
Vol. 9, No. 3, August 2024
Abstract
A lot of library services are impacted by the improvement of technologies. With this modification, the traditional library services are now entirely digital. To carry out this digitalization, the Unej Digital Library (UnejDigiLib) application was created by the University of Jember's library. The purpose of developing this application is to improve the effectiveness of library services, which were previously hindered by the COVID-19 epidemic. The UnejDigiLib developer has not yet evaluated the quality of its services since the application's release, so they are unsure of whether the current services satisfy the user needs. The goal of this study is to combine Mobile Service Quality (M-S-QUAL) and Importance Performance Analysis (IPA) in order to assess the UnejDigiLib service's quality based on users perceptions. The M-S-QUAL is used to determine the service quality indicators and examine the gap between their performance and importance. After that, the service indications are mapped using the IPA based on their priority level. The M-S-QUAL dimensions that used are: compensation, privacy fulfillment, content, system availability, efficiency, and privacy. Data collection was carried out through online surveys and interview. The respondents are Unej students who had used and borrowed e-book from UnejDigiLib. The sample was determined using simple random sampling and obtained 287 respondents. The findings indicate that the user expectations have not been met by the UnejDigiLib service's performance. Meanwhile, the IPA analysis's findings indicate that the following indicators are found in quadrant 1: C3 (completeness of the book collection), C5 (suitability of the book collection with the curriculum), C6 (updates to the book collection), and F3 (download speed). This quadrant's indicators are the primary focus for the improvement. The conclusion from these improvement suggestions is that application service providers must coordinate with stakeholders to complete the e-book collection according to customer needs and also require technical updates starting from the features and internal application system to minimize errors due to the system.
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References
R. Ilahi, I. Widiaty, D. Wahyudin, and A. G. Abdullah, “Digital library as learning resources,” J. Phys. Conf. Ser., vol. 1402, no. 7, 2019, https://doi.org/10.1088/1742-6596/1402/7/077044
M. Praseptiawan, P. Siswanto, and T. Afrida, “Digital Library Development and Evaluation to Improve Students’ Digital Literacy,” J. Phys. Conf. Ser., vol. 1179, no. 1, 2019, https://doi.org/10.1088/1742-6596/1179/1/012042
A. Aditya and R. W. Dyas Tuti, “Analysis of the Quality of Digital Library Services in DKI Jakarta,” Transparansi J. Ilm. Ilmu Adm., vol. 3, no. 2, pp. 210–218, 2021, https://doi.org/10.31334/transparansi.v3i2.1169
M. L. Hamzah, R. F. Rahmadhani, and A. A. Purwati, “An Integration of Webqual 4.0, Importance Performance Analysis and Customer Satisfaction Index on E-Campus,” J. Syst. Manag. Sci., vol. 12, no. 3, pp. 25–50, 2022, https://doi.org/10.33168/JSMS.2022.0302
N. Wahyuni, A. Gunawan, and A. Rahmawati, “Measurement of e-service quality from user perceptions using the IPA-Kano integration model,” IOP Conf. Ser. Mater. Sci. Eng., vol. 673, no. 1, 2019, https://doi.org/10.1088/1757-899X/673/1/012096
B. Zeithaml, Parasuraman, Delivering Qulity Service: Balancing Customer Perception and Expectations. 1990.
M. Rafi, “Perbaikan Kualitas Layanan Aplikasi Bukalapak Menggunakan Metode Importance Performance Competitor Analysis ( IPCA ) Dan M-S Quality Improvement Of Bukalapak Application Service Quality Using Importance Performance Competitor Analysis ( IPCA ) And M-S Qua,” vol. 9, no. 4, pp. 1960–1973, 2022.
E. Y. Huang, S. Lin, and Y. Fan, “Electronic Commerce Research and Applications M-S-QUAL : Mobile service quality measurement,” Electron. Commer. Res. Appl., vol. 14, no. 2, pp. 126–142, 2015, [Online]. Available: http://dx.doi.org/10.1016/j.elerap.2015.01.003
J. A. Martilla and J. C. James, “Importance-performance analysis,” 1986.
M. M. Ulkhaq, A. K. Widodo, Widhiyaningrum, M. F. A. Yulianto, and M. O. Gracia, “An integrated M-S-QUAL and importance-performance analysis approach for assessing service quality of mobile commerce application,” AIP Conf. Proc., vol. 2114, 2019, https://doi.org/10.1063/1.5112472
Sugiyono, Metodologi Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta, CV, 2016.
K. Jiwantara et al., “PENYULUHAN BAHASA INDONESIA PRAKTIS DI BALAI BAHASA PROVINSI SULAWESI UTARA”.
R. A. Mulyono and L. H. Pasaribu, “Enrichment: Journal of Management The Impact of Mobile Service Quality and Brand Image on Customer Loyalty,” Enrich. J. Manag., vol. 12, no. 1, pp. 1–7, 2021, [Online]. Available: www.enrichment.iocspublisher.org
M. F. Lestari, A. A. Suhendra, and B. Yogaswara, “RANCANGAN KUALITAS LAYANAN TERHADAP BIMBINGAN BELAJAR EXPERT COURSE MELALUI PENGGUNAAN MOBILE APPLICATION MENGGUNAKAN METODE MOBILE SERVICE QUALITY DAN REFINED KANO Designing Quality Service Improvement Towards Tutoring Expert Course Through Mobile Applic,” vol. 7, no. 2, pp. 5841–5851, 2020.
I. Ghozali, Desain Penelitian Kuantitatif dan Kualitatif. Yoga Pratama, 2016.
W. Sujarweni, Metodologi Penelitian. Yogyakarta: Pustaka Baru Press, 2014.
Leonnard, “Exploring the Relationship Among E-Service Quality , Loyalty At Higher Education Institutions,” J. Effic. Responsib. Educ. Sci., vol. 12, no. 4, pp. 103–110, 1803, [Online]. Available: http://dx.doi.org/10.7160/ eriesj.2019.120401%0A
A. K. Darmawan, D. O. Siahaan, T. D. Susanto, Hoiriyah, B. A. Umam, and Anwari, “E-Service Quality Assesment of Mobile-based Smart Regency with M-S-QUAL Approach,” 2020 3rd Int. Conf. Inf. Commun. Technol. ICOIACT 2020, pp. 212–217, 2020, https://doi.org/10.1109/ICOIACT50329.2020.9331965
A. Prasetyo, D. Irawan, D. I. Sensuse, S. Lusa, P. A. Wibowo, and A. Yulfitri, “Evaluation of e-Service Quality Impacts Customer Satisfaction: One-Gate Integrated Service Application in Indonesian Weather Agency,” Int. J. Adv. Comput. Sci. Appl., vol. 14, no. 1, pp. 145–152, 2023, https://doi.org/10.14569/IJACSA.2023.0140116
S. Dalbehera, “Measuring Service Quality in Digital Library Services by the Research Scholars of S.O.A. University of Odisha Using E-S-QUAL Model,” vol. 26, pp. 111–126, 2020, https://doi.org/10.1108/s2055-364120200000026007
H. Winarno and T. Absor, “Analisis Kualitas Pelayanan Dengan Metode Service Quality (Servqual) Dan Importance Performance Analysis (Ipa) Pada Pt. Media Purna Engineering,” J. Manaj. Ind. dan Logistik, vol. 1, no. 2, pp. 146–160, 2018, https://doi.org/10.30988/jmil.v1i2.15
E. Claudia, I. Azizah, H. Aryadita, and A. D. Herlambang, “Evaluasi Kualitas Website Forum Diskusi Online Menggunakan Metode Webqual 4.0 dan Importance Performance Analysis (Studi Kasus Pada Website Dictio),” J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 2, no. 8, pp. 2549–2559, 2018, [Online]. Available: http://j-ptiik.ub.ac.id
I. O. of Standardization., ISO 11620:2008 Information and Documentation: Library performance indicators. 2008.
I. Maryati, B. Purwandari, H. Budi Santoso, and I. Budi, “Implementation Strategies for Adopting Digital Library Research Support Services in Academic Libraries in Indonesia,” Proc. - 2nd Int. Conf. Informatics, Multimedia, Cyber, Inf. Syst. ICIMCIS 2020, no. 12, pp. 188–194, 2020, https://doi.org/10.1109/ICIMCIS51567.2020.9354327
S. Suhendani, “Pemanfaatan koleksi Perpustakaan Pusat Pendayagunaan Informatika dan Kawasan Strategis Nuklir BATAN menggunakan ISO 11620:2014,” J. Kaji. Inf. Perpust., vol. 9, no. 2, p. 161, 2021, https://doi.org/10.24198/jkip.v9i2.29892
F. A. Muqtadiroh, H. M. Astuti, and N. L. Zulfasari, “Analyzing factors influencing students’ perception towards digital library based on Chang’s model,” Procedia Comput. Sci., vol. 161, pp. 142–150, 2019, https://doi.org/10.1016/j.procs.2019.11.109