Evaluating Library Services Quality Using GDSS-AHP, LibQual and IPA

https://doi.org/10.22146/ijccs.32142

Muhammad Ihsan(1), Reza Pulungan(2*), A Afiahayati(3)

(1) Ministry of Trade of the Republic of Indonesia
(2) Dept. of Computer Science and Electronics, FMIPA, UGM, Yogyakarta
(3) Dept. of Computer Science and Electronics, FMIPA, UGM, Yogyakarta
(*) Corresponding Author

Abstract


Library services quality is one of the most vital parts in library management. Evaluation of the library services based on the perspective of users is important. In this paper, we propose a collaboration of GDSS-AHP (Group Decision Support System-Analytical Hierarchy Process), LibQual, and IPA (Importance-Performance Analysis) methods to evaluate library services quality. The collaboration of GDSS-AHP and LibQual is used to calculate the weight of each evaluation statement and the level of library services quality based on users’ perception and expectation. IPA is then used to determine the position of the value of each evaluation statement in IPA’s four quadrants to obtain the recommended level for the library services improvement. This study is conducted at the Library of the Ministry of Trade of Indonesia, involving four decision makers: a head librarian, a library academic expert, and two library practitioners. Fifty library visitors become respondents to assess the quality services questionnaires. Based on their responses, we obtain that users’ satisfaction level is at least satisfied by 76.49 %. Meanwhile, usability testing is also conducted on the developed system by using three observation elements: effectiveness, efficiency and satisfaction. The usability testing is performed on five respondents, one admin, and two decision makers, and results in an average usability level of 90.03%.

Keywords


GDSS; AHP; LibQual; IPA; evaluation; library services quality

Full Text:

PDF


References

[1] J. C. Fagan, “The dimensions of library service quality: A confirmatory factor analysis of the LibQUAL+ instrument,” Libr. Inf. Sci. Res., vol. 36, no. 1, pp. 36–48, 2014 [Online]. Available: http://dx.doi.org/10.1016/j.lisr.2013.10.003

[2] V. Kieftenbeld and P. Natesan, “Examining the measurement and structural invariance of LibQUAL+® across user groups,” Libr. Inf. Sci. Res., vol. 35, no. 2, pp. 143–150, 2013 [Online]. Available: http://dx.doi.org/10.1016/j.lisr.2012.11.003

[3] J. A. Martilla and J. C. James, “Importance-Performance Analysis,” Journal of Marketing, vol. 41, no. 1, pp. 77–79, 1977.

[4] X. Li and J. Yang, “Application of LibQual and FAHP on Public Library Service Quality Evaluation,” The 19th International Conference on Industrial Engineering and Engineering Management, pp. 853–862, 2013 [Online]. Available: http://link.springer.com/10.1007/978-3-642-38442-4

[5] Q. H. Do, J. Chen, and H. Hsieh, “Trapezoidal Fuzzy AHP and Fuzzy Comprehensive Evaluation Approaches for Evaluating Academic Library Service,” WSEAS Transactions on Computers, vol. 14, pp. 607-619, 2015.

[6] D. N. Ilham and S. Mulyana, “Sistem Pendukung Keputusan Kelompok Pemilihan Tempat PKL mahasiswa dengan Menggunakan Metode AHP dan Borda,” IJCCS (Indonesian J. Comput. Cybern. Syst., vol. 11, no. 1, p. 55-66, 2017 [Online]. Available: https://journal.ugm.ac.id/ijccs/article/view/16595

[7] M. A. B. Saputra and R. Wardoyo, “Group Decision Support System Determination Of Best Employee Using Topsis And Borda,” IJCCS (Indonesian J. Comput. Cybern. Syst., vol. 11, no. 2, pp. 165-176, 2017 [Online]. Available: https://jurnal.ugm.ac.id/ijccs/article/ view/ 22773

[8] U. Wahyudin, “Importance-Performance Analysis Layanan Perpustakaan UPI untuk Optimalisasi Peningkatan Mutu Akademik Dan Penelitian,” Edutech, Tahun 14, vol. 1, no. 2, pp. 241–272, 2015 [Online]. Available: https://www.researchgate.net/publication/ 313831866_ImportancePerformance_Analysis_Of_Indonesia_University_Of_Education_Upi_Library_Services_To_Optimize_Academic_And_Research_Quality_Improvement

[9] Y. Chun, H. Yan-yan, and W. Zhi-quan, “Topsis-AHP-Simulation Method and Its Application in Operational Capability Evaluation,” Chinese Control and Decision Conference, pp. 2954–2957, 2009.

[10] G. Abdollahzadeh, C. A. Damalas, M. S. Sharifzadeh, and H. Ahmadi-Gorgi, “Selecting strategies for rice stem borer management using the Analytic Hierarchy Process (AHP),” Crop Prot., vol. 84, pp. 27–36, 2016 [Online]. Available: http://dx.doi.org/10.1016/ j.cropro.2016.02.004



DOI: https://doi.org/10.22146/ijccs.32142

Article Metrics

Abstract views : 4027 | views : 3329

Refbacks

  • There are currently no refbacks.


Bookmark and Share


Copyright (c) 2018 IJCCS (Indonesian Journal of Computing and Cybernetics Systems)

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.


Copyright of :
IJCCS (Indonesian Journal of Computing and Cybernetics Systems)
ISSN 1978-1520 (print); ISSN 2460-7258 (online)
is a scientific journal the results of Computing
and Cybernetics Systems
A publication of IndoCEISS.
Gedung S1 Ruang 416 FMIPA UGM, Sekip Utara, Yogyakarta 55281
Fax: +62274 555133
email:ijccs.mipa@ugm.ac.id | http://jurnal.ugm.ac.id/ijccs


View My Stats1
View My Stats2