Analysis (LibQual) on Loyalty and Library Satisfaction; A Case Study in YARSI University Library Service Center

Written by Tiko Dhafin Rizky, Nurul Huda, Muslikh Muslikh, Nova Rini



This study aims to analyze (LibQual): the effect of the performance of officers (affect of service) on user satisfaction; the effect of information access on user satisfaction; the influence of instructions and means of access (personal control) to the satisfaction of users; the effect of facilities and infrastructure (library as a place) on user satisfaction; the effect of the satisfaction of the visitors on the user loyalty; the effect (LibQual) on the loyalty of the visitors; the effect (LibQual) on the loyalty of the visitors through the variable user satisfaction. The data analysis method uses Structural Equation Model (SEM) with Lisrel 8.8 software. Respondents in this study were 180 students from YARSI University. This study presents a relative risk as a measure of effect size for categorical outcomes. Findings. The results of this study indicate that the LibQual component has a positive and significant influence on the visitors’ satisfaction and loyalty directly. Library satisfaction has a positive and significant effect on the loyalty of users directly. The LibQual component has a positive and significant indirect effect on loyalty through user satisfaction.


LibQual, User Satisfaction, User Loyality, SEM


Ayuni, N. W. D., & Utthavi, W. H. (2018). The Model of Service Quality and Visitor Loyalty of Politeknik Negeri Bali’s Library. In 1st International Conference on Social Sciences (ICSS 2018). Atlantis Press.
Bea, G., Musabila, A. K., & Deogratus, D. (2018). Analysis of Customer Satisfaction with Library Services at the Sokoine National Agricultural Library (Snal) in Morogoro Region in Tanzania. Library Philosophy and Practice, 1.
Chandra, T., Hafni, L., Chandra, S., Purwati, A. A., & Chandra, J. (2019). The influence of service quality, university image on student satisfaction and student loyalty. Benchmarking: An International Journal.
Chin, K. W., Leow, S. H., Lim, P. S., Tan, J. Y., & Wong, S. L. (2018). Library and students' satisfaction (Doctoral dissertation, UTAR).
Choshaly, S. H., & Mirabolghasemi, M. (2019). Using SEM to assess users satisfaction of library service quality: evidence from Malaysia. Library Management, 40(3/4), 240-250.
Cristobal, A. S. (2018). Expectations on library services, library quality (LibQual) dimension and library customer satisfaction: relationship to customer loyalty. Library Philosophy and Practice (ejournal), 1706.
Cresswell, J. W. (2014). Research Design: Qualitative, Quantitative and Mixed. Methods Approaches : fourth edition. Sage publications, Inc
.Deming, W.E. (1986). Out of The Crisis: quality productivity and competitive position, Cambridge : Cambridge University Press.
Fatmawati, Endang. (2013), Mata Baru Penelitian Perpustakaan dari SERVQUAL ke LIBQUAL, Jakarta : Sagung Seto.
Hair, Joseph F., Black, William C., Babin, Barry J., Anderson, Rolph E., 2018. Multivariate Data Analysis, 8th Edition, London : Cengage Learning Publisher.
Helgesen, Ø., & Nesset, E. (2011). Does LibQUAL+ TM account for student loyalty to a university college library?. Quality Assurance in Education, 19(4), 413-440.
Hidayat, R. (2009). Pengaruh kualitas layanan, kualitas produk dan nilai nasabah terhadap kepuasan dan loyalitas nasabah Bank Mandiri. Jurnal Manajemen dan kewirausahaan, 11(1), 59-72.
Irianingsih, I., Nahar, J., & Larasati, R. (2016). Aplikasi Model Persamaan Struktural dalam Analisis Pengaruh Kualitas Pelayanan (LibQUAL) terhadap Kepuasan dan Loyalitas Pemustaka. Jurnal Matematika Integratif, 12(1), 19-26.
Keshvari, M., Zare Farashbandi, F., & Geraei, E. (2015). Modelling influential factors on customer loyalty in public libraries: a study of West Iran. The Electronic Library, 33(4), 810-823.
Lasa, HS, (2009), Kamus Kepustakawanan Indonesia, Yogyakarta : Pustaka Book Publisher.
Rahayuningsih, Fransisca. (2015), Mengukur Kepuasan Pemustaka, Menggunakan Metode LibQUAL, Yogyakarta : Graha Ilmu.
Roh, H. J., & Chang, W. K. (2019). A Study on the Effect of University Library User's Sense of Community on User Satisfaction and Loyalty. Journal of the Korean Society for information Management, 36(1), 137-168.
Tan, T. S., Chen, T. L., & Yang, P. H. (2017). User satisfaction and loyalty in a public library setting. Social Behavior and Personality: an international journal, 45(5), 741-756.
Undari, D., & Ismiyati, I. (2015). Kepuasan Mahasiswa Pendidikan Ekonomi Terhadap Pelayanan Perpustakaan Di Fakultas Ekonomi Universitas Negeri Semarang. Dinamika Pendidikan Unnes, 10(2).
Zeithaml, V.A., Bitner, M.J., Gremler, D.D., (2009), Service Marketing, 5th Edition. Singapore : The McGraw-Hill Companies, Inc.

Abstract 243 | PDF Downloads 179


This journal has been accredited by the National Journal Accreditation (ARJUNA) Managed by the Ministry of Research, Technology, and Higher Education, Republic Indonesia (RISTEKDIKTI), according to the Decree No. 200/M/KPT/2020




Web Analytics Made Easy - StatCounter View My Stats