Tingkat Kepuasan Pemustaka Terhadap Layanan Live Chat Referensi Virtual Perpustakaan Nasional Republik Indonesia
DOI:
https://doi.org/10.31849/h17tgv66Keywords:
E-servqual, Live Chat , National Library of Indonesia , User Satisfaction, Virtual Reference ServiceAbstract
Advancement of information and communication technology has encouraged libraries to transform their services into digital-based platforms that can provide information more efficiently and effectively. One of these innovations is the virtual reference service “Tanya Pustakawan” provided by the National Library of the Republic of Indonesia through a live chat platform. This study aims to analyze users’ satisfaction with the live chat virtual reference service using the Electronic Service Quality (E-ServQual) model. A descriptive quantitative approach was employed, and data were collected through an online questionnaire distributed to 99 respondents who had used the service. The instrument consisted of 24 statements representing four dimensions of E-ServQual, namely efficiency, reliability, fulfillment, and privacy. Data were analyzed using descriptive statistical techniques by calculating the mean score of each dimension and the overall satisfaction score. The findings indicate that users’ satisfaction with the service is categorized as high, with a grand mean score of 2.93. Among the dimensions evaluated, efficiency obtained the highest mean score (3.08), followed by reliability (2.90), fulfillment (2.89), and privacy (2.83). These results suggest that the service has successfully provided easy access, reliable performance, and relevant information to users. Nevertheless, improvements related to privacy transparency and system stability during peak usage periods are recommended to further enhance service quality and user trust. The study contributes to the evaluation of digital reference services and provides practical insights for the development of virtual library services in Indonesia.
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