Vol.4, No.07, July 2023

E-ISSN: 2723-6692

P-ISSN: 2723-6595

http://jiss.publikasiindonesia.id/

Jurnal Indonesia Sosial Sains, Vol. 4, No. 07, July 2023 625

Hybrid Library Service Policy Implementation

at Bina Mandiri University Gorontalo

Harson Towalu

, Titin Dunggio

1,2

Universitas Bina Mandiri Gorontalo, Indonesia

Email: harson670@gmail.com

Corresponding Author: [email protected]

KEYWORDS

ABSTRACT

Service policy, Hybrid Library.

Bina Mandiri University Library (UBM) Gorontalo has made

progress in terms of services both conventionally and digitally.

However, not all academic communities are interested in using the

system, in the sense that there are still library users who need a

conventional or manual service system. Therefore, a Hybrid library

service policy is needed that combines the two systems. This study

aims to measure the level of community satisfaction as service users

for the implementation of the Hybrid Library service policy at UBM

Gorontalo. The method used is quantitative descriptive using the

General Guideline approach for the Preparation of Community

Satisfaction Survey by Permenpan RB 2017. The results showed that

the implementation of the Hybrid library service policy at UBM

Gorontalo as a whole, the assessment of service elements was on

average assessed by respondents with good and very good

categories. The dominant service element is the compatibility

between the service product and the service aspect; The competence

of service personnel is quite adequate and has experience in various

libraries; and prompt and precise handling of complaints.

Attribution-ShareAlike 4.0 International (CC BY-SA 4.0)

1. Introduction

Libraries in today's era have become the backbone of the advancement of science, technology

and information. Where libraries are required to be the front line to develop themselves in

meeting user needs. With the development of technology and information, libraries have also

undergone many changes, one of which is the presence of various types of libraries such as

conventional, digital, hybrid, to bookless libraries.

According to (Ridwan, Ismaya, Syahdan, Aminullah, & Jamaluddin, 2021), Conventional libraries

in the form of libraries that have print collections and with manual systems. While digital

libraries are libraries that provide reading resources digitally or in the form of ebooks. The

combination of conventional and digital libraries is better known as hybrid libraries. Where this

Hybrid Library information is packaged in electronic and print media simultaneously. While a

bookless library is a library that has collections in digital form without printed collections.

The development of the types of libraries above, both conventional, digital and hybrid is

inseparable from the pros and cons. Each of these types has disadvantages as well as advantages.

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Some prefer to use conventional ones, there are also those who like digital systems. However,

the benchmark in the library is the extent of benefits that can be taken from the development of

these types of libraries and how to maintain the existence of the library service system. (Syn, Sinn,

& Kim, 2023).

Bina Mandiri University Library (UBM) Gorontalo in its relatively young age, cannot be

separated from the problems of pros and cons of what type of library is applied. On the one hand,

there are still those who need a conventional library system, they are generally users of library

services who are not proficient in utilizing information technology. On the other hand, there are

also those who enjoy using digital libraries. Those who want this digital system are generally

dominated by millennials and they are more proficient in information technology. Judging from

the needs of library service users, the main benchmark is not solely determined by what type of

library is used, but the extent of service user satisfaction both using conventional systems and

those using digital systems.

Given the various needs of library users with different backgrounds, UBM Gorontalo library

sets a library service policy with a combination system between conventional types of libraries

and digital libraries or better known as Hybrid libraries. With this Hybrid Library service policy,

it is expected to be able to overcome the level of user satisfaction of library services. With the

fulfillment of user satisfaction, this library service shows that libraries can be effective and

successful in providing value benefits, (Lyu, Xiao, & Fan, 2021).

UBM Gorontalo Library in assessing library performance is always measured by service

satisfaction standards according to community expectations. Service standards are a benchmark

used to assess service quality as a commitment to provide quality service. (Suharso, Arifiyana, &

Wasdiana, 2020). Therefore, service quality is not only determined by service providers, but also

by service users, (Riska Chyntia Dewi & Suparno Suparno, 2022). For this reason, satisfaction

measurement is an important element in the performance evaluation process where the ultimate

goal to be achieved is to provide better, more efficient, and more effective services. (Suharso et al.,

2020). A service is considered satisfactory if the service can meet the needs and expectations of

service users. Community satisfaction can also be used as a reference for the success or failure of

program implementation.(Boachie, 2018a).

The facts show that there are still various service problems, including: still low quality of

service products; low quality of service delivery; lack of availability of service access;

unavailability of public complaint services; unavailability of public participation space,

(Setianingrum, 2019). For this reason, the assessment of Service User Satisfaction is necessary, in

order to obtain data and information about the level of community satisfaction(Rinaldy, 2012).

This data is obtained from the results of descriptive quantitative measurements of the responses

of students, lecturers / lecturers, staff and the general public in receiving services. The

measurement is expected to be able to overcome the gap between expectations and the

performance of Hybrid library services at UBM Gorontalo.

2. Materials and Methods

The method used in this study is the mix method, which is a combination of quantitative and

qualitative / descriptive methods(Creswell, 2017). To get valid data, service users (students,

lecturers, the general public) answer questionnaire questions on the Google Form application.

The question concerns 10 (ten) elements of Hybrid library services in the form of: Service

Procedures, Service Time, Fees/Rates, Product Service Type Specifications, Implementing

Competencies, Implementing Behavior, Complaint Handling, Facilities and infrastructure and

Cleanliness and comfort.

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3. Results and Discussions

The results of the selection on the Google Form there were 104 respondents filling out

answers to the questions asked. Of this number, it is dominated by the female sex as much as

77.9% and the male sex as much as 22.1%. Those who participated were more than students,

amounting to 97.1% and the rest were lecturers and the public. Among the students who were

respondents generally came from the Faculty of Science, Technology and Health Sciences, the

Hospital Administration study program by 37.5% and the pharmacy S1 study program by 17.3%.

For the Faculty of Business Economics, the Business Administration study program is 19.2% and

the S1 Management study program is 13.5%. While the rest are scattered in the faculties of

Education and Culture and other study programs.

The description of respondents' results on the elements of satisfaction of the Hybrid Library

service policy at Bina Mandiri University Gorontalo can be described as follows:

These elements are used to capture the response of library users to the implementation of

the Hybrid library service policy at UBM Gorontalo. The results can be seen in the description

below.

1. Figure 1. Terms of Service Element Graph

From the graph shows that 37.5% of

respondents said it was very good for the

requirement element, 61.5% said it was

appropriate.

This element is rated by respondents on

average as good even very good. In a sense, the

implementation of the Hybrid library service policy

at UBM Gorontalo Library is good and even very

good. However, there are still expressions of 1.9 percent who say they are not appropriate. This

is a point of concern for users to be consistent with the requirements listed.

1. Figure 2. Graphic of Service Procedure Elements

From this graph shows that 34.6% of

respondents said it was very easy for elements of

service procedures, and 62.5% said Easy.

this element is judged by respondents on

average easy even very easy. In the sense that the

implementation procedure for the Hybrid library

service policy at UBM Gorontalo Library is easy to

obey and even very easy. However, there are still

expressions of 0.7% who say it is difficult and even

1.9% who say it is very difficult. This is a point of attention for library managers to be consistent

with the procedures carried out.

2. Figure 3. Speed Element Graph provides services

This graph shows that 71.2% of respondents

said fast. In fact, 26% said it was very fast.

This element is rated by respondents on

average fast even very fast. In the sense of

implementing the Hybrid library service policy at

UBM Gorontalo Library, the service is fast and even

very fast. However, there is still an expression of 1.9

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percent that says very slow. This is a point of attention for users to be consistent with service

time.

3. Figure 4. Element Graph Cost of service

This graph shows that 19.2% of respondents

said cheap, even for this element 76.9% said free.

Thus this element was rated by respondents

on average cheap even free. In the sense that the

implementation of the Hybrid library service policy

at UBM Gorontalo Library is cheap and even free.

However, there are still expressions of 2.9% who

say expensive and there are still 1% who say very

expensive. This is a point of attention for users to be

consistent related to financing.

4. Figure 5. Product Service Element Graph

From this graph it appears that 77.9% of

respondents said it was appropriate, even 21.2%

said it was very appropriate.

Thus this element is judged by respondents to

be on average appropriate even very appropriate.

In the sense of the implementation of the Hybrid

library service policy at UBM Gorontalo Library in

terms of appropriate response service products

even very appropriate. However, there is still an

expression of 1% that says it is not appropriate. Although this number is very small, it remains a

point of concern for users to be consistent with the service products listed.

5. Figure 6. Graph of Elements of Officer Competency

This graph shows that 71.2% of respondents

said that the Hybrid librarians at UBM Gorontalo

library are competent.

In fact, 27.9% stated that they were very

competent. Thus, this element is assessed by

respondents on average, competent, even very

competent. In the sense that the implementation

of the Hybrid library service policy at UBM

Gorontalo Library receives services from

competent and even very competent officers. However, there is still an expression of 1% who say

very incompetent. This is a point of attention for users to be consistent with the competence of

officers.

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6. Figure 7. Graphic Elements of Officer Behavior and Attitude

This graph shows that 66.3% of respondents

said Friendly and well-mannered. In fact, 32.7%

said they were very friendly and polite.

Thus, this element is rated by respondents on

average to be friendly and polite, even very

friendly and very polite. In the sense of

implementing the Hybrid library service policy at

UBM Gorontalo Library, the service is friendly and

polite, even very friendly and very polite.

However, there are still expressions of 1% who say very rude and angry. This is the point of

attention of users to improve friendly and polite service.

7. Figure 8. Graph of Elements of Availability of Infrastructure and Facilities

Figure 8 shows that 66.3% of respondents said

the availability of complete infrastructure and

facilities, even 18.3% stated very complete

Thus, the element of availability of

infrastructure and facilities assessed by

respondents is on average complete and even very

complete. In the sense that the implementation of

the Hybrid library service policy at UBM Gorontalo

Library is supported by the availability of relatively

adequate infrastructure and facilities. This is

reinforced by some 14.4% of respondents said it was available but still less representative. There

are even respondents who say it is not available at 1%. This is a point of attention for users to

complete the availability of infrastructure and facilities.

8. Figure 9. Graph of Elements of Complaint Handling

This graph shows that 74% of respondents

said that the handling of library service complaints

is in the satisfied category. And 25 percent of

respondents said they were very satisfied.

This shows that the element of handling

complaints went well and respondents were

satisfied and even very satisfied. Thus, the

handling of complaints over the implementation of

the Hybrid library service policy at UBM Gorontalo

Library can run well. However, there is still an

expression of 1% who say they are very dissatisfied. This is a point of attention for users to be

consistent in serving service user complaints.

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9. Figure 10. Element Graph Cleanliness and coolness

This graph shows that 63.5% of

respondents said it was clean and cool, and

35.6% said it was very clean and comfortable.

Thus this element was rated by

respondents on average as clean and

comfortable, even very clean and very

comfortable. In the sense that the

implementation of the Hybrid library service

policy at UBM Gorontalo Library makes

visitors feel at home in it. However, there is still

an expression of 1% that says shabby and smelly. Although this opinion is different from the

opinion in general, this is still a point of concern for library managers.

Discussion

Furthermore, in this study there are 3 (three) types of service elements of the Hybrid

Library Service Policy at UBM Gorontalo which have a satisfaction index below average and

require serious handling, namely:

1. Availability of library infrastructure and facilities that still require other equipment.

2. The degree of suitability of the costs that are borne by the user;

3. Speed of service.

In higher education institutions, libraries have an important role and function to support

the implementation of the Tri Dharma of higher education. (Aditya, Melfan, Halomoan, & Umar,

2023). With the availability of information sources, both printed materials and electronic form, it

is expected to be able to meet the needs of the academic community (Shepherd et al., 2022). In this

case, the library has the responsibility of establishing cooperation with all stakeholders. By

working together, both parties have the responsibility to meet information needs so that the

library becomes a pleasant place and visitors will be happy and can stay long in the library.

(Chisita, Chiparausha, Tsabetse, Olugbara, & Letseka, 2022).

Library service is a process of disseminating all kinds of information to the wider

community (Arora, 2018); (Gmiterek, 2021). The nature of library services is as follows: (a) all

forms of information needed by library users, both for on-site use and for take-home for use

outside the library room; (b) the benefits of various means of searching for information available

in libraries that refer to the existence of information. (Yuliana & Mardiyana, 2021). The function of

library services is to bring together users (users) with the library materials they need. (Liu, Sun,

& Zheng, 2023). To create good library service activities, supporting elements are needed to

facilitate service activities, including users, collections, librarians, funds, facilities, and

infrastructure (Boachie, 2018b) From this opinion, it can be concluded that library services are all

the main activities in the library.

Library facilities and infrastructure are one of the basic needs in supporting activities and

activities in it. (Gul et al., 2018) explained that library infrastructure is the main supporting facility

for the implementation of library service activities. While the facilities are more focused on the

meaning of the tools needed directly in the daily activities of library services. Furthermore (Wu,

2019) explained that the function of library facilities and infrastructure is to support the services

provided by school libraries. Thus, the existence of school library facilities and infrastructure has

no small role for the creation of excellent library services.

The facilities and infrastructure owned by the UBM Gorontalo library as a whole are quite

adequate. This can be seen from the library room which is quite representative which can

accommodate a collection of ±5500 titles or 25,000 copies. Various library supplies (Xiaodan &

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Wei, 2017) include: bookshelves, newspaper shelves, magazine shelves, large pictures, circulation

tables, catalog cabinets, book carts, display boards, reading desks, and librarians' chairs and

desks. However, it still needs to be equipped considering the service policies imposed are

conventional library services and also digital library services.

The completeness of facilities and infrastructure in the library will certainly affect the

interest of student / lecturer visits because with a comfortable library atmosphere will make the

learning atmosphere in the library conducive. Such is the case with the accuracy and speed of

service. This will further increase the interest of visitors in the library.(Chan, Chiu, & Ho, 2022). If

there is an interest in visiting the library, the library will function optimally and globally,

(Shepherd et al., 2022). In an effort to increase the interest in these visits, libraries need to study

and understand how the completeness of library facilities and infrastructure affects visitor

interest (Xiaodan & Wei, 2017) Basically, interest in visiting users can rise if there is a sense of

interest (Chen, 2018) The interest in question can be interpreted as an interest in places,

collections, and services. Interest in visiting is defined as a desire that exists in individuals to visit

a certain place.

4. Conclusion

Based on the description above, it can be concluded that: The implementation of the Hybrid

library service policy at UBM Gorontalo Library on average received a good and even very good

positive response. This is supported by the high response of users or library visitors to several

elements of service, including:

a. Compatibility between service products and service aspects;

b. The competence of service personnel who are adequate and have experience in

various libraries;

c. There is a fast and precise handling of complaints.

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