Innovative Services During Pandemic at UIN Sunan Kalijaga Yogyakarta Library: A ServQual Analysis

Keywords: Library innovative services, academic library, ServQual

Abstract

Academic library contributes much to the realization of the three pillars of higher education, which are education, research, and social services. During pandemic, university library has to keep contributing to the development of education even when learning-teaching activities are virtually conducted. This research is aimed at identifying sorts of service developed by UIN Sunan Kalijaga Yogyakarta library during the pandemic and at exploring the users’ responses to them by using ServQual approach to evaluate three aspects of innovative services, namely the services being developed, the service supporting facility, and the human resources. This research uses a qualitative method. The data were collected through interviews with 17 qualified informants and documentation. The study showed that the library has made some innovative services to satisfy the users’ needs, particularly the students who were doing their last assignments. The users have benefited much from the innovative services and declared their satisfaction. In term of facility, the library is completed with facilities and infrastructure that are in line with the health protocols. The library also used social media, like WhatsApp and Instagram, to support its services. In addition, the librarians have significantly helped the users access the services.

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Author Biographies

Marwiyah, UIN Sunan Kalijaga Yogyakarta

Dosen Program Studi Ilmu Perpustakaan Fakultas Adab dan Ilmu Budaya Universitas Islam Negeri Sunan Kalijaga Yogyakarta

Labibah, UIN Sunan Kalijaga Yogyakarta

Dosen Program Studi Ilmu Perpustakaan Fakultas Adab dan Ilmu Budaya Universitas Islam Negeri Sunan Kalijaga Yogyakarta, Kepala Perpustakaan Universitas Islam Negeri Sunan Kalijaga, Member of IFLA Regional Division Committee Member Asia and Oceania

Khusnul Khotimah, UIN Sunan Kalijaga Yogyakarta
Pustakawan Universitas Islam Negeri Sunan Kalijaga Yogyakarta
Sri Astuti, UIN Sunan Kalijaga Yogyakarta
Pustakawan Universitas Islam Negeri Sunan Kalijaga Yogyakarta
Thoriq Tri Prabowo, UIN Sunan Kalijaga Yogyakarta
Dosen Program Studi Ilmu Perpustakaan Fakultas Adab dan Ilmu Budaya Universitas Islam Negeri Sunan Kalijaga Yogyakarta

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Published
2022-05-20
How to Cite
Marwiyah, Labibah, Khotimah, K., Astuti, S., & Prabowo, T. T. (2022). Innovative Services During Pandemic at UIN Sunan Kalijaga Yogyakarta Library: A ServQual Analysis. Khizanah Al-Hikmah : Jurnal Ilmu Perpustakaan, Informasi, Dan Kearsipan, 10(1), 1-11. https://doi.org/10.24252/kah.v10i1a1
Section
Articles
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