The Effect of Librarian Service Quality on Public Satisfaction of Librarians at The Library and Archives Office of Indramayu Regency

Abstract

The quality of librarian service is one of the main factors influencing the level of user satisfaction at regional libraries. Effective library services are determined not only by the availability of collections but also by the librarian's ability to provide prompt, friendly, and accurate service, while also understanding users' information needs. This study aims to analyze the influence of librarian service quality on user satisfaction at the Indramayu Regency Library and Archives Office. The research method used was a quantitative approach with a survey technique involving 98 respondents selected using the Slovin formula. The independent variables in this study consisted of five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy), while the dependent variable was user satisfaction. The questionnaire instrument was tested using validity and reliability tests, while data analysis was conducted through multiple linear regression and path analysis. The results showed that simultaneously, librarian service quality significantly influenced user satisfaction, contributing 43.44%. Partially, the reliability dimension had the largest influence, followed by responsiveness, empathy, and tangibles. The assurance dimension showed a relatively lower influence. Path analysis shows that empathy has an indirect effect through assurance, while tangibles have an indirect effect through reliability. These findings emphasize the importance of improving librarian service competencies, particularly in the dimensions of reliability, service speed, and interpersonal skills, to enhance the quality of the user experience.