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All Journal Tsaqofah: Jurnal Penelitian Guru Indonesia Journal of Multidisciplinary Science: MIKAILALSYS
Mulhairi Mulhairi, Mulhairi
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Agriculture, Biological Sciences & Forestry Chemical Engineering, Chemistry & Bioengineering Education Environmental Science Physics Social Sciences Other

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Persepsi Pemustaka terhadap Layanan Front Office Universitas Andalas Mulhairi, Mulhairi; Marlini, Marlini; Desriyeni, Desriyeni
TSAQOFAH Vol 6 No 1 (2026): JANUARI
Publisher : Lembaga Yasin AlSys

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58578/tsaqofah.v6i1.8141

Abstract

The Front Office is the frontline service unit that plays a strategic role in shaping library users’ service experiences in academic libraries, including the Andalas University Library, where interactions between staff and users are highly intensive. This study aimed to analyze users’ perceptions of the service experiences they receive at the Front Office of the Andalas University Library by drawing on theories of perception, service quality (SERVQUAL), and service experience. The method employed was a literature study with descriptive analysis of works related to library services, service quality, and user behavior. The findings indicate that users’ perceptions of the Front Office are shaped by several key factors, namely staff interpersonal communication competence, clarity of information, speed and accuracy of service procedures, staff professionalism in addressing users’ needs, and the quality of the Front Office’s physical facilities; these factors jointly contribute to the formation of both positive and negative service experiences. The study underscores the importance of strengthening service standards, enhancing staff competencies, optimizing service information, and developing Front Office physical facilities as key strategies for improving users’ perceptions of and satisfaction with services at the Andalas University Library as a whole.
Library Users' Perception of Front Office Service Experience Based on User Experience Mode at Andalas University Library Mulhairi, Mulhairi; Rahmah, Elva
Journal of Multidisciplinary Science: MIKAILALSYS Vol 4 No 2 (2026): Journal of Multidisciplinary Science: MIKAILALSYS
Publisher : Darul Yasin Al Sys

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58578/mikailalsys.v4i2.9875

Abstract

User experience plays an important role in improving library service quality, particularly in front office services as the main point of interaction between users and the library. This study aims to describe users’ perceptions of front office service experiences at the Andalas University Library based on the User Experience model, which includes five dimensions: usability, usefulness, accessibility, desirability, and satisfaction. A quantitative approach with a descriptive design was employed, involving 100 respondents selected through incidental sampling. Data were collected using questionnaires and analyzed using descriptive statistics with SPSS. The findings reveal that all user experience dimensions were categorized as high, with average scores for usability (3.57), usefulness (3.32), accessibility (3.56), desirability (3.50), and satisfaction (3.53), and an overall achievement level of 88.86%, classified as very good. These results indicate that front office services have delivered positive user experiences in terms of ease of use, environmental comfort, accessibility, and interaction quality with staff. The study concludes that the front office services at the Andalas University Library operate effectively and efficiently in meeting user needs. This study contributes to academic library service quality literature by providing empirical insight into user experience-based service evaluation. Practically, the findings imply the need for continuous improvement, particularly by enhancing usability, simplifying service procedures, and optimizing service systems to achieve more advanced and user-centered library services.
Co-Authors Desriyeni, Desriyeni Elva Rahmah Marlini Marlini