Analysis of student satisfaction with the quality of academic library services at state Christian religious higher education institutions

Abstract

This study aimed to obtain accurate information about the student satisfaction level with academic library services in State Christian Religious Higher Education institutions and to evaluate the performance of each attribute service. A quantitative approach involving descriptive statistical methods was used. For data collection, a questionnaire comprising 16 statements, validated by five experts, was employed and the data were gathered from 382 students across three participating State Christian Religious Higher Education institutions. The data analysis employed descriptive statistical methods and involved the use of the Customer Satisfaction Index (CSI) formula and the Importance Performance Analysis (IPA) method. The results showed that the percentage of overall student satisfaction level for academic library services was 66.24%, indicating students were largely content with these services. However, there was room for improvement in the performance of these services. This study identified certain service attributes such as internet accessibility, library collection, library catalog system, timeliness of library opening and closing, library staff readiness, and the speed of library staff in handling requests, which were found to provide low satisfaction levels to students. A comprehensive performance evaluation for each academic library service attribute resulted in a mapping visualized through the four quadrants of the Cartesian diagram. The management of the State Christian Religious Higher Education must develop various facilities for library operational support and also staff competencies to improve the academic library services.