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All Journal Tadris: Jurnal keguruan dan Ilmu Tarbiyah Bina Al-Ummah Jurnal Kajian Informasi & Perpustakaan KOMUNIKA Islamic Guidance and Counseling Journal Al-Mishbah: Jurnal Ilmu Dakwah dan Komunikasi ADMA: Jurnal Pengabdian dan Pemberdayaan Masyarakat Jurnal Komunikasi Islam dan Kehumasan Jurnal Studi Islam dan Sosial
Fariza Makmun
UIN Raden Intan Lampung
Religion Arts Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Nursing Social Sciences Other

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Integrating chatbots in library services: Balancing efficiency and interpersonal communication Mustofa, Muhamad Bisri; Efendi, Nasrul; Sentiana, Fegi; Wuryan, Siti; Makmun, Fariza
Jurnal Kajian Informasi & Perpustakaan Vol 13, No 2 (2025): Accredited by Ministry of Education, Culture, Research and Technology of the Re
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jkip.v13i2.63232

Abstract

Background: The increasing use of technology in libraries has made chatbots a solution for responding to questions and providing information more quickly and efficiently. However, the use of chatbots has the potential to reduce the personal aspect that has been inherent in conventional interactions between librarians and library users. Purpose: This study examines the application of chatbots in library services and their impact on interpersonal communication. Methods: This study employed a systematic literature review method, searching Google Scholar and Taylor and Francis Online databases. Of the 125 articles identified initially, 15 articles met the inclusion criteria through a PRISMA-based selection process and were used as the primary data sources. The researcher chose this approach because it ensured a systematic and transparent process for identifying, evaluating, and synthesizing the literature. Results: The study results showed that chatbots generally provided a positive user experience, particularly in terms of ease of use, flexibility of access, speed, accuracy of information, and responsiveness to student needs. Conclusion: In addition to improving service quality, chatbots also contributed to operational efficiency on campus. However, there are several limitations, including the chatbot’s inability to understand complex or ambiguous questions, limitations in capturing conversational context and interaction history, and a high dependence on data completeness and accuracy, which can potentially result in inaccurate information. Implication: This study implies that libraries should implement chatbots as supportive tools alongside librarians to enhance service efficiency while preserving interpersonal communication for complex user needs.
Co-Authors ., Faizal Aini, Nur Rohmatul Anisa Mawarni Dewi Puspitasari Faizal Faizal Faizal Faizal, Faizal Fitri Yanti Fitri Yanti Hasan Mukmin Ilfiandra Ilfiandra Khairullah ., Khairullah M. Bahri Ghazali Muhamad Bisri Mustofa Nadzrotul Uyun Nasrul Efendi Nur Rohmatul Aini Pratiwi, Tiara Iskandar Sari, Ariyana Sentiana, Fegi Siti Wuryan Taufiq, Agus Uyun, Nadzrotul