Service Quality Analysis of Airlangga University Library for Foreign Students
Abstract
This study aims to evaluate the perception of foreign students towards the quality of service at Airlangga University Library using six dimensions of LibQual+, namely effect of Service, Reliability, Ubiquity, Ease of Access, Comprehensive Collections, Self-Reliance, and Library as Place. The research method used is descriptive quantitative, with a survey of 65 foreign student respondents meeting the purposive sampling criteria. The results showed that the "Effect of Service” dimension received the highest rating (26.2%), followed by the " "Library as Place" (12.96%) and "Self-Reliance" (6.66%). Meanwhile, the "Comprehensive Collections" dimension has the lowest value (4.49%), indicating the need to improve collections that are more complete and relevant for foreign users. This study concludes that although the library has provided good service in terms of room comfort and ease of access to information, significant efforts are still needed to improve the quality of collections to meet the academic needs of foreign students. These findings provide important insights for library managers to optimize services based on user needs.
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DOI: https://doi.org/10.17509/edulib.v15i1.74974
DOI (PDF): https://doi.org/10.17509/edulib.v15i1.74974.g31865
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