Quality of Service Interaction

Oct 13, 2025 by leolavanderia.com.br 36 views

Quality Services of Medan MBP Polytechnic Library Website Based on the webqual 4.0 modification method

In today's digital era, websites have become a crucial means for educational institutions, including libraries, to provide information services to users. The Medan MBP Polytechnic Library, located on Jl. Jamin Ginting No. 354 Padang Bulan, Medan, is one such institution that aims to evaluate the perception of librarian services for the quality of the library website services. By using the webqual 4.0 modification method, this research applies a quantitative descriptive approach to get a clear picture of service quality.

The Importance of Website Services in Educational Institutions

Websites have become an essential tool for educational institutions to provide information services to users. They serve as a platform for users to access various resources, including books, journals, and other academic materials. In addition, websites provide a means for users to interact with librarians and other library staff, making it easier for them to get the help they need. Therefore, it is essential for educational institutions to ensure that their websites are of high quality and provide excellent services to users.

Methodology

This research uses the webqual 4.0 modification method to evaluate the quality of the Medan MBP Polytechnic Library website services. The webqual 4.0 modification method is a quantitative descriptive approach that involves collecting data through a questionnaire distributed to respondents, as well as literature studies that support analysis. The population of this study consists of 5,328 libraries, and the sample size obtained using the Slovin formula was 98 respondents.

Results

The results of this study show that the quality of the Medan MBP Polytechnic Library website service was categorized as bad. The assessment of website service quality can be divided into several aspects, namely ease of use, quality of information, quality of service interactions, and quality of the user interface.

Ease of Use

Respondents tend to provide negative responses related to the ease of using the website. This shows that navigation on the website may not be intuitive or the features that are not easily accessible. In the context of the library, ease of access is very important so that users can find the information they need quickly and efficiently.

Information Quality

From this aspect, respondents showed dissatisfaction with the provision of information on the website. The information presented may be incomplete, not always updated, or difficult to understand. Low quality information can result in librarian difficulties in obtaining relevant sources for their research or study.

Quality of Service Interaction

Assessment in this aspect also shows unsatisfactory results, especially in terms of providing community space and data security. This highlights the importance of effective interactions between library users and library services, as well as the need for attention to the protection of personal data users when using the website.

Quality of the User Interface

Respondents stated that the appearance of the website is quite in accordance with the library field. Although this shows an attractive visual design, it is not enough to compensate for weaknesses in other aspects that are more important in service operations.

Conclusion

Based on the results of the study, it can be concluded that although the quality of the user interface is classified as good, other aspects such as ease of use, quality of information, and service interactions still need to be improved. Improving the quality of the Medan MBP Polytechnic Library Website is important in order to provide optimal services for users. By making improvements in this weak area, it is hoped that the library can increase the satisfaction of library and support better academic activities in the Medan MBP Polytechnic environment.

Recommendations

In the future, the recommendation of this study is to conduct a continuing evaluation of the website and improve communication between library enthusiasts and library managers, so as to create more responsive services and meet user needs. This can be achieved by:

Conducting regular surveys to gather feedback from users
Improving the navigation and accessibility of the website
Ensuring that the information provided on the website is accurate, up-to-date, and easy to understand
Providing effective interactions between library users and library services
Protecting the personal data of users when using the website

By implementing these recommendations, the Medan MBP Polytechnic Library can improve the quality of its website services and provide better support for academic activities in the institution.

Limitations of the Study

This study has several limitations that need to be acknowledged. Firstly, the sample size of 98 respondents may not be representative of the entire population of 5,328 libraries. Secondly, the study only focuses on the Medan MBP Polytechnic Library and may not be generalizable to other libraries. Finally, the study only uses the webqual 4.0 modification method and may not capture other aspects of website service quality.

Future Research Directions

Future research can build on the findings of this study by:

Conducting a more comprehensive evaluation of website service quality using multiple methods
Investigating the impact of website service quality on user satisfaction and academic performance
Developing a framework for improving website service quality in educational institutions
Conducting a comparative study of website service quality in different educational institutions

By addressing these limitations and exploring new research directions, future studies can provide a more comprehensive understanding of website service quality and its impact on educational institutions.
Frequently Asked Questions (FAQs) about the Medan MBP Polytechnic Library Website Services Quality

In this article, we will address some of the frequently asked questions (FAQs) about the Medan MBP Polytechnic Library website services quality. We will provide answers to questions related to the methodology, results, and recommendations of the study.

Q: What is the webqual 4.0 modification method?

A: The webqual 4.0 modification method is a quantitative descriptive approach used to evaluate the quality of website services. It involves collecting data through a questionnaire distributed to respondents, as well as literature studies that support analysis.

Q: What is the population of the study?

A: The population of the study consists of 5,328 libraries.

Q: What is the sample size of the study?

A: The sample size of the study is 98 respondents.

Q: What are the aspects of website service quality evaluated in the study?

A: The aspects of website service quality evaluated in the study are:

Ease of use
Quality of information
Quality of service interactions
Quality of the user interface

Q: What are the results of the study?

A: The results of the study show that the quality of the Medan MBP Polytechnic Library website service was categorized as bad. The assessment of website service quality shows that the library needs to improve in the aspects of ease of use, quality of information, and service interactions.

Q: What are the recommendations of the study?

A: The recommendations of the study are:

Conducting regular surveys to gather feedback from users
Improving the navigation and accessibility of the website
Ensuring that the information provided on the website is accurate, up-to-date, and easy to understand
Providing effective interactions between library users and library services
Protecting the personal data of users when using the website

Q: What are the limitations of the study?

A: The limitations of the study are:

The sample size of 98 respondents may not be representative of the entire population of 5,328 libraries.
The study only focuses on the Medan MBP Polytechnic Library and may not be generalizable to other libraries.
The study only uses the webqual 4.0 modification method and may not capture other aspects of website service quality.

Q: What are the future research directions?

A: The future research directions are:

Conducting a more comprehensive evaluation of website service quality using multiple methods
Investigating the impact of website service quality on user satisfaction and academic performance
Developing a framework for improving website service quality in educational institutions
Conducting a comparative study of website service quality in different educational institutions

Q: How can the Medan MBP Polytechnic Library improve its website services quality?

A: The Medan MBP Polytechnic Library can improve its website services quality by:

Conducting regular surveys to gather feedback from users
Improving the navigation and accessibility of the website
Ensuring that the information provided on the website is accurate, up-to-date, and easy to understand
Providing effective interactions between library users and library services
Protecting the personal data of users when using the website

By addressing these FAQs, we hope to provide a better understanding of the Medan MBP Polytechnic Library website services quality and its implications for educational institutions.