Kepuasan pemustaka Perpustakaan UIN Sunan Gunung Djati Bandung dan pengaruh word of mouth pemustaka

Nailah Hanum Hanany; Eded Sudirman

doi:10.24198/jkip.v7i1.19130

Kepuasan pemustaka Perpustakaan UIN Sunan Gunung Djati Bandung dan pengaruh word of mouth pemustaka

Nailah Hanum Hanany, Eded Sudirman

Abstract

Library activities that are directly felt by users are services, which are considered the spearhead of libraries. Guarantee and empathy aspects of the Servqual Model and effect of service aspects on the LibQual + TM model are all closely related to one of the factors, namely librarian language skills, both verbal and non-verbal. Moreover, users who have used these services can be effective promotional tools to affect other users through Word of Mouth (WOM) promotion. WOM in an Islamic perspective can mean ‘da'wah’, an invitation to do good. This study aimed to examine perceptions of satisfaction with the librarian language skills and their relationship with WOM among UIN Sunan Gunung Djati Library users. Librarian language skills are divided into two categories, namely verbal and non-verbal. Verbal aspects consist of vocal parameters, word selection, sentence structure, and convenience aspects to be understood. Non-verbal aspects include gesture parameters, body position, tone, and intonation. The research method used survey method with a total sample of 400 users. Determination of the number of samples was performed by Slovin method and selected by accidental sampling technique. Results showed, Consumer Satisfaction Index (CSI) for verbal communication was 3.325, and non-verbal communication was 3.253. Both were in the "moderate" satisfaction range on a scale of 5. More than 22% of satisfied and very satisfied users stated that their satisfaction would continue with various WOM activities to invite others to visit the library. This shows the influence of satisfaction with WOM activities, although still on a small scale.

Keywords

Library user’s satisfaction; Language skill; Verbal; Non-verbal; Word of Mouth (WOM)

Full Text:

PDF

References

Andinouval R., M. (2018). Rancang bangun aplikasi analisis kepuasan pengguna layanan OPAC pada Perpustakaan Universitas Dr. Soetomo (Skripsi). Universitas Bisnis dan Informatika STIKOM Surabaya. Retrieved from http://sir.stikom.edu/id/eprint/2782/1/14410100011-2018-COMPLETE.pdf

Berger, J. (2014). Word of mouth and interpersonal communication: A functional view. Journal of Consumer Psychology, 24(4), 586–607. https://doi.org/10.1016/j.jcps.2014.05.002

Brendan E., & Asogwa, B. U. (2014). Use of servQUAL in the evaluation of service quality of academic libraries in developing countries. Library Philosophy and Practice, 10(3), 1–25. Retrieved from https://digitalcommons.unl.edu/cgi/viewcontent.cgi?article=2947&context=libphilprac

Brown, T. J., Barry, T. E., Dacin, P. A., & Gunst, R. F. (2005). Spreading the word: Investigating antecedents of consumers’ positive word-of-mouth intentions and behaviors in a retailing context. Journal of the Academy of Marketing Science, 33(2), 123–138. Retrieved from https://scholar.google.co.id/scholar?hl=id&as_sdt=0%2C5&q=Brown%2C+T.+J.%2C+Barry%2C+T.+E.%2C+Dacin%2C+P.+A.%2C+%26+Gunst%2C+R.+F.+%282005%29.+Spreading+the+word%3A+Investigating+antecedents+of+consumers’+positive+word-of-mouth+intentions+and+behaviors+in+a+retailing+context.+Journal+of+the+Academy+of+Marketing+Science%2C+33%282%29%2C+123–138.+https%3A%2F%2Fdoi.org%2Fdoi%3A10.1177%2F0092070304268417&btnG=

Chen, Y., Wang, Q., & Xie, J. (2011). Online social interactions: A natural experiment on word of mouth versus observational learning. Journal of Marketing Research, 48(2), 238–254. https://doi.org/10.1509/jmkr.48.2.238

Farida, F. I. (2011). Analisis kepuasan pelanggan terhadap kualitas pelayanan jasa Kereta Api Ekspres Pakuan Jabo: Studi Kasus Kereta Api Ekspres Pakuan (Skripsi). Institut Pertanian Bogor Bogor. Retrieved from https://repository.ipb.ac.id/bitstream/handle/123456789/47741/H11fif.pdf

Fatmawati, E. (2012). Evaluasi kualitas layanan Perpustakaan FEB UNDIP berdasarkan harapan dan persepsi pemustaka dengan metode LibQUAL+TM. Berkala Ilmu Perpustakaan Dan Informasi, 8(1), 1–18. https://doi.org/10.22146/bip.7725

Fatmawati, E. (2013). Mata baru penelitian perpustakaan dari Servqual ke Libqual+TM. Jakarta: Sagung Seto.

Indrawati, L. (2012). Meningkatkan kemampuan berbahasa lisan melalui metode bercerita pada kelompok B TK Tunas Karya Desa Wuluh Kecamatan Kesamben Kabupaten Jombang. Jurnal PAUD Teratai, 1(2), 1–20. Retrieved from https://jurnalmahasiswa.unesa.ac.id/index.php/paud-teratai/article/view/639/434

Kassim, N. A. (2009). Evaluating users’ satisfaction on academic library performance. Malaysian Journal of Library & Information Science, 14(2), 101–115. Retrieved from https://mjlis.um.edu.my/article/view/6960/4621

Li, F., & Du, T. C. (2011). Who is talking? An ontology-based opinion leader identification framework forword-of-mouth marketing in online social blogs. Decision Support Systems, 51(1), 190–197. https://doi.org/10.1016/j.dss.2010.12.007

Martin, W. C., & Lueg, J. E. (2013). Modeling word-of-mouth usage. Journal of Business Research, 66(7), 801–808. https://doi.org/10.1016/j.jbusres.2011.06.004

Pebrianto, S. (2010). Pembangunan sistem informasi perpustakaan pada Perpustakaan Umum Kabupaten Pacitan. Journal Speed – Sentra Penelitian Engineering Dan Edukasi, 2(2), 43–47. Retrieved from https://ijns.org/journal/index.php/speed/article/view/1255/1243

Putri, N. R., & Suhariadi, F. (2013). Hubungan antara kepuasan pelanggan dengan word of mouth pada pelanggan klinik kecantikan London Beauty Centre. Jurnal Psikologi Industri Dan Organisasi, 2(3), 169–175. Retrieved from http://journal.unair.ac.id/download-fullpapers-jpioca23a678162full.pdf

Siyamto, Y. (2017). Kualitas pelayanan bank dengan menggunakan metode importance performance analysis (IPA) dan customer satisfaction index (CSI) terhadap kepuasan nasabah. Jurnal Ilmiah Ekonomi Islam, 3(1), 63–76. Retrieved from https://jurnal.stie-aas.ac.id/index.php/jei/article/view/100/88

Soeatminah. (1992). Perpustakaan, kepustakawanan dan pustakawan. Jakarta: Gramedia Pustaka Utama. Retrieved from https://scholar.google.co.id/scholar?hl=id&as_sdt=0%2C5&q=Soeatminah+%281992%29+Perpustakaan%2C+kepustakawanan+dan+pustakawan+&btnG=

Suwarno, W. (2009). Dasar-dasar ilmu perpustakaan: Sebuah pendekatan praktis. Yogyakarta: Ar-Ruzz Media.

Yanti, D. N. P. (2013). Kualitas komunikasi pelayanan customer service di PT Indosat, TBK Balikpapan. Ejournal Ilmu Komunikasi, 1(2), 39–54. Retrieved from https://ejournal.ilkom.fisip-unmul.ac.id/site/wp-content/uploads/2013/04/eJournal Dwi Novel Putri Yanti (04-16-13-03-58-35).pdf

DOI: https://doi.org/10.24198/jkip.v7i1.19130