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

Ihsan, Muhammad; Pulungan, Reza; Afiahayati, A

doi:10.22146/ijccs.32142

Open access Jurnal SINTA 2

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

IJCCS (Indonesian Journal of Computing and Cybernetics Systems) · Vol. 12 No. 1 (2018) · pp. 95–106

DOI: 10.22146/ijccs.32142
ISSN: 2460-7258, 1978-1520
Published: 2018-01-31
Publisher: IndoCEISS in colaboration with Universitas Gadjah Mada, Indonesia.
Language: eng
License: creativecommons.org/licenses/by-sa/4.0

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

Collaboration network of the authors

21 authors · 30 co-authorship links · 8 across different organisations

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Universitas Gadjah Mada
Udayana University
Islamic University of Indonesia
Universitas Halu Oleo
Affiliation unknown

Different organisations
Same organisation
Affiliation unknown
Thicker line = more joint articles · bigger circle = more articles

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Co-author	Organisation	Joint articles
Gede Saindra Santyadi	Affiliation unknown	1
Anindita Suryarasmi	Universitas Gadjah Mada	1
Ika Oktavia Suzanti	Universitas Gadjah Mada	1
La Surimi	Universitas Halu Oleo	1
Agus Halid	Universitas Gadjah Mada	1
Yoga Dwitya Pramudita	Universitas Gadjah Mada	1
I Nym Saputra Wahyu Wijaya	Affiliation unknown	1
Rachmat Wahid Saleh Insani	Universitas Gadjah Mada	1
Chandra Kusuma Dewa	Islamic University of Indonesia	1
Amanda Lailatul Fadhilah	Islamic University of Indonesia	1
Muhammad Asghar Nazal	Universitas Gadjah Mada	1
Mardhani Riasetiawan	Universitas Gadjah Mada	1
I Nyoman Prayana Trisna	Udayana University	1
Muhammad Auzan	Universitas Gadjah Mada	1
Ni Made Ary Esta Dewi Wirastuti	Udayana University	1
I Dewa Made Bayu Atmaja Darmawan	Udayana University	1
Linawati	Affiliation unknown	1
Gede Sukadarmika	Udayana University	1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.ugm.ac.id/ijccs/oai, first harvested 26 Okt 2026, last seen 26 Okt 2026.

Original metadata (oai_dc)

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	<dc:title xml:lang="en-US">Evaluating Library Services Quality Using GDSS-AHP, LibQual and IPA</dc:title>
	<dc:creator>Ihsan, Muhammad</dc:creator>
	<dc:creator>Pulungan, Reza</dc:creator>
	<dc:creator>Afiahayati, A</dc:creator>
	<dc:subject xml:lang="en-US">Computer Science</dc:subject>
	<dc:subject xml:lang="en-US">GDSS; AHP; LibQual; IPA; evaluation; library services quality</dc:subject>
	<dc:description xml:lang="en-US">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%.</dc:description>
	<dc:publisher xml:lang="en-US">IndoCEISS in colaboration with Universitas Gadjah Mada, Indonesia.</dc:publisher>
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	<dc:date>2018-01-31</dc:date>
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	<dc:identifier>https://journal.ugm.ac.id/ijccs/article/view/32142</dc:identifier>
	<dc:identifier>10.22146/ijccs.32142</dc:identifier>
	<dc:source xml:lang="en-US">IJCCS (Indonesian Journal of Computing and Cybernetics Systems); Vol 12, No 1 (2018): January; 95-106</dc:source>
	<dc:source>2460-7258</dc:source>
	<dc:source>1978-1520</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.ugm.ac.id/ijccs/article/view/32142/19955</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2018 IJCCS (Indonesian Journal of Computing and Cybernetics Systems)</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
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