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Journal : Klabat Journal of Management

Internalization of Smart Service Management in Improving Service Quality: The Case of Regional Library Masruroh, Nikmatul; Sari, Rini Fatika; Novitasari, Indri Dwi Putri; Rini, Anggi Amanda Septia
Klabat Journal of Management Vol. 5 No. 1 (2024): Klabat Journal of Management
Publisher : Faculty of Economics and Business, Universitas Klabat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60090/kjm.v5i1.1058.90-103

Abstract

Service quality is the main goal in providing satisfaction for the public. Especially services from regional institutions, in this case from Jember Regional Library which since the last 3 years has implemented digitalization in its services. So the purpose of this research, firstly; to explore the quality of services carried out by the Jember Regional Library, second; to explore smart services carried out by the Jember Regional Library, third; to analyze the process of internalizing smart service management in improving service quality at the Jember Regional Library. In achieving these objectives, this research uses a qualitative approach, descriptive type. The technique of determining research subjects with purposive technique. Data collection by observation, interview and documentation. This research results in first, the quality of library services has improved in quality and efficiency after digital transformation, second, the form of smart service in the library in the form of smart library is a new innovation by utilizing digital transformation in the service process. Third; smart service is internalized in the form of management that is managed from planning to evaluation and becomes a reference in service.
Co-Authors Abdul Hamid Abdul Muis Ahmad Afif Ahmad Fadli Ainiya, Nur Ali Yusuf Al Qordhowi, Muhammad Andinata, Agil Jauzal Firdaus Anggraini, Deshinta Amelia Anjani, Fiki Anwar, Jufan Afnani Azhari, Mohammad Hasan Bella, Salma Salsa Cahyani, Dyah Ayu Chotib, Moch. Dono Hariyanto, Al Furqon Dzulkarnaen, Ahmad Fauzan . Fawaid, Yazidul Ferdianto Firmansyah, Yusril Fitria Ningrum, Nindhi Hari Sukarno Hariyanto, Al Furqon Dono Hidayanti, Nur Hidayatullah, M.F. Ibadi, Hosnul Irfan Hamdani, Irfan Islamiyah, Iqlil Sua'ibatul Isnaeni, Firda Nur Is’adi, Munir Jannah Fauzia, Rizka Jannah, Ariniatul Jufan, Jufan Afnan Anwar Kiftiyah, Ridayatul Lathifani, Jasmine Mahendra, M. Khoirunnas Esa Mareta, Fika Furi Mashudi Mashudi Masrohatin, Siti Maulana, RB. Ahmad Mauliyah, Nur Ika Mawaridi, Novi Izzah Melani, Vicha Anastasya Misbahussururi, Misbahussururi Nafiah Nur Andini Nelly Septya Agus Salim Ningrum, Uke Cahya Nisa, Salsabila Aulia Novitasari, Indri Dwi Putri Nurul Hidayat Putra, Kelvin Qardhawi, Muhammad Ali Yusuf Al Qoriani, Hersa Farida Qurrotul Aini Rafidah, Nathania Nur Rafitri, Aqila Abyani Ramadhani, Andika Putra Ramadhani, Kurniawan Raziqi, Ahmad Rifa'i, Achmad Rini, Anggi Amanda Septia Rohmah, Farikhatur Romadhoni, Nur Ismi Sadhie, Muhammad Saelasari, Eqgy Yulia Safitrih, Dina Ayu Saputri, Dela Aulia Ajeng Sari, Rini Fatika Setiawan, Deny Arif Shahrin, Attori Alfi Silaturrohmah, Firda Siti Aminah Suhaemi, Siti Sulthan, Achmad Suprianik, Suprianik Sururroh, Ifana Dwi Ulfah, Mariyah Umamah, Lidhatul Wardhana, Firmansyah Shidiq Widad, Ahmad Syarif Khusnul Yusril Firmansyah Zaini, Umi Kulsum Zakkiyah, Hafidhotuz Zeiniye, Zeiniye