Index of Library Users Satisfaction At Governance Institute of Home Affairs (IPDN) Nusa Tenggara Barat Campus in 2021
Authors: Muaidi Muh. , Wijanaraga I Wayan , Mulyadi Muhamad , Wijaya I Dewa Made Putra , Arab Agussalim Mad 
Published: March 2022

Background: Library user satisfaction is one of the benchmarks in public service implementation. However, a measurement which is based on the indicators stated in the Ministry Regulation of State Apparatus Empowerment and Bureaucratic Reform (PANRB) Number 14 of 2017 on Guidelines of Public Satisfaction Survey Creation in Public Service Administrator Unit, has never been carried out in the Library of Governance Institute of Home Affairs NTB Campus. A similar survey was conducted in 2018 but used different indicators. Thus, a study on library users’ satisfaction index of the library services of Governance Institute of Home Affairs NTB Campus was conducted by the researchers.  Purpose: This research aims at determining the index of library users’ satisfaction towards the library service of Governance Institute of Home Affairs Nusa Tenggara Barat Campus. Method: This study uses a quantitative descriptive approach along with a survey method which refers to the measurement of library users’ satisfaction index and is supported by secondary data with literature reviews from the result of previous relevant studies. Result: Index of service satisfaction on the system, mechanism, and procedure feature is 3,252 (scale of 3) and belongs to the good category. Requirements feature is 3,149 (scale of 3) and belongs to the good category. A feature based on completion time is 3,119 (scale of 3) and belongs to the good category. A feature according to costs/tariffs is 3,305 (scale of 3) and belongs to the good category. A feature on product specifications for the type of services is 3,809 (scale of 3) and belongs to the good category. A feature on executing officer’s ability is 3,179 (scale of 3) and belongs to the good category. A feature on executing officer’s behavior is 3,311 (scale of 3) and belongs to the good category. A feature based on handlings of complaints, suggestions, and feedbacks is 3,109 (scale of 3) and belongs to the good category, while a feature on infrastructure is 3,502 (scale of 3) and belongs to the good category. On the other hand, the service satisfaction level in 2018 is higher than the service satisfaction level in 2021. If the amount of average of these levels is acquired, it can be concluded that there is a 7% decline of every service performance feature. Conclusion: The study suggests that even though there is a decline from Muaidi’s research findings in 2018, the Index of Library Users Satisfaction towards the library service of Governance Institute of Home Affairs NTB Campus in 2021 can be considered as “good” with the value of Public Satisfaction Index (IKM) 3,194.

Keywords: Library; Library Users; Public Satisfaction Index; Library of Governance Institute of Home Affairs NTB Campus.

Abstrak

 Latar Belakang: Kepuasan pemustaka menjadi salah satu tolok ukur keberhasilan layanan publik. Sementara itu pengukuran berdasarkan indikator yang mengacu pada Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik belum pernah dilakukan di Perpustakaan IPDN Kampus NTB sebagai salah satu badan publik trkecuali surver dengan indikator yang berbeda pada tahun 2018. Oleh karena itu, penelitian berkaitan indeks kepuasan pemustaka terhadap layanan perpustakaan IPDN Kampus NTB menarik untuk diteliti. Tujuan: Tujuan penelitian adalah untuk mengetahui indeks kepuasan pemustaka terhadap layanan perpustakaan IPDN Kampus NTB. Metode: Penelitian ini menggunakan pendekatan deskriptif kuantitatif dengan metode survei yang merujuk pada pengukuran indeks kepuasan pemustaka dan didukung data sekunder melalui studi literatur dari hasil penelitian sejenis terdahulu yang relevan. Temuan: Indeks kepuasan layanan pada atribut sistem, mekanisme, dan prosedur sebesar 3,252 (skala 3) termasuk dalam kategori baik. Atribut persyaratan sebesar 3,149 (skala 3) kategori baik. Atribut berdasarkan waktu penyelesaian sebesar 3,119 (skala 3) berkategori baik. Atribut berdasarkan biaya/tarif sebesar 3,305 (skala 3) berkategori baik. Atribut berdasarkan produk spesifikasi jenis layanan sebesar 3,089 (skala 3) berkategori baik. Atribut berdasarkan kompetensi pelaksana sebesar 3,179 (skala 3) berkategori baik. Atribut berdasarkan prilaku pelaksana sebesar 3,311 (skala 3) berkategori baik. Atribut berdasarkan penanganan pengaduan, saran, dan masukan bernilai 3,109 (skala 3) berkategori baik, dan atribut berdasarkan sarana dan prasarana bernilai 3,520 (skala 3) dengan kategori baik. Sedangkan tingkat kepuasan layanan pada tahun 2018 lebih tinggi dibandingkan dengan tingkat kepuasan tahun 2021 ini, apabila di rata-rata maka terdapat penurunan sebesar 7% pada setiap atribut kinerja layanan. Kesimpulan: Kesimpulannya adalah meskipun terdapat penurunan dari hasil penelitian Muaidi tahun 2018, Indeks Kepuasan Pemustaka terhadap layanan Perpustakaan IPDN Kampus NTB tahun 2021 masih tergolong dalam kategori “Baik” dengan perolehan nilai IKM sebesar 3,194.

Kata kunci: Perpustakaan; Pemustaka; Indeks Kepuasan Masyarakat; Perpustakaan IPDN Kampus NTB