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Eded Sudirman

Pusat Perpustakaan UIN Sunan Gunung Djati

Author-ID : 4033828

Humanities Computer Science & IT Library & Information Science

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Kepuasan pemustaka Perpustakaan UIN Sunan Gunung Djati Bandung dan pengaruh word of mouth pemustaka Nailah Hanum Hanany; Eded Sudirman
Jurnal Kajian Informasi dan Perpustakaan Vol 7, No 1 (2019): Accredited by Ministry of Research, Technology and Higher Education of the Repub
Publisher : Universitas Padjadjaran

Library activities that are directly felt by users are services, which are considered the spearhead of libraries. Guarantee and empathy aspects of the Servqual Model and effect of service aspects on the LibQual + TM model are all closely related to one of the factors, namely librarian language skills, both verbal and non-verbal. Moreover, users who have used these services can be effective promotional tools to affect other users through Word of Mouth (WOM) promotion. WOM in an Islamic perspective can mean ‘da'wah’, an invitation to do good. This study aimed to examine perceptions of satisfaction with the librarian language skills and their relationship with WOM among UIN Sunan Gunung Djati Library users. Librarian language skills are divided into two categories, namely verbal and non-verbal. Verbal aspects consist of vocal parameters, word selection, sentence structure, and convenience aspects to be understood. Non-verbal aspects include gesture parameters, body position, tone, and intonation. The research method used survey method with a total sample of 400 users. Determination of the number of samples was performed by Slovin method and selected by accidental sampling technique. Results showed, Consumer Satisfaction Index (CSI) for verbal communication was 3.325, and non-verbal communication was 3.253. Both were in the "moderate" satisfaction range on a scale of 5. More than 22% of satisfied and very satisfied users stated that their satisfaction would continue with various WOM activities to invite others to visit the library. This shows the influence of satisfaction with WOM activities, although still on a small scale.

Kepuasan Pemustaka Terhadap Kegiatan Sosialisasi Layanan di UIN Sunan Gunung Djati Bandung Eded Sudirman; Nailah Hanum Hanany; Robi’in Robi’in
Pustabiblia: Journal of Library and Information Science Vol 3, No 1 (2019): June 2019
Publisher : Institut Agama Islam Negeri Salatiga

One of the activities to attract the interest of library users, need to use the service marketing triangle which includes internal marketing, external marketing and interactive marketing. Currently, the UIN Sunan Gunung Djati Library Center is conducting socialization as part of an external marketing effort to attract service users. In terms of service dissemination activities to new students, the main target is the increased utilization of library services by students. So far there has been no measure of whether this outreach activity really reaches its goals or not. In addition, information must also be obtained from users, especially new students about what are their needs and expectations so that their interest in utilizing library services is getting higher. Research is carried out by survey methods for new students who have received service socialization. The respondents were 282 people determined by the Slovin method. Based on the results of the research, it can be concluded that socialization activities have a positive effect on the level of access of users to library services. In terms of satisfaction with socialization activities, more than 70% of respondents were satisfied and the information submitted was adequate, but respondents felt the facilities used still needed to be improved, especially the availability of internet access.

Kepuasan Pemustaka Terhadap Kegiatan Sosialisasi Layanan di UIN Sunan Gunung Djati Bandung Eded Sudirman; Nailah Hanum Hanany; Robi’in Robi’in
Pustabiblia: Journal of Library and Information Science Vol 3, No 1 (2019): June 2019
Publisher : Institut Agama Islam Negeri Salatiga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18326/pustabiblia.v3i1.53-62

One of the activities to attract the interest of library users, need to use the service marketing triangle which includes internal marketing, external marketing and interactive marketing. Currently, the UIN Sunan Gunung Djati Library Center is conducting socialization as part of an external marketing effort to attract service users. In terms of service dissemination activities to new students, the main target is the increased utilization of library services by students. So far there has been no measure of whether this outreach activity really reaches its goals or not. In addition, information must also be obtained from users, especially new students about what are their needs and expectations so that their interest in utilizing library services is getting higher. Research is carried out by survey methods for new students who have received service socialization. The respondents were 282 people determined by the Slovin method. Based on the results of the research, it can be concluded that socialization activities have a positive effect on the level of access of users to library services. In terms of satisfaction with socialization activities, more than 70% of respondents were satisfied and the information submitted was adequate, but respondents felt the facilities used still needed to be improved, especially the availability of internet access.

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