Internalization of Smart Service Management in Improving Service Quality: The Case of Regional Library
Abstract
Service quality is the main goal in providing satisfaction for the public. Especially services from regional institutions, in this case from Jember Regional Library which since the last 3 years has implemented digitalization in its services. So the purpose of this research, firstly; to explore the quality of services carried out by the Jember Regional Library, second; to explore smart services carried out by the Jember Regional Library, third; to analyze the process of internalizing smart service management in improving service quality at the Jember Regional Library. In achieving these objectives, this research uses a qualitative approach, descriptive type. The technique of determining research subjects with purposive technique. Data collection by observation, interview and documentation. This research results in first, the quality of library services has improved in quality and efficiency after digital transformation, second, the form of smart service in the library in the form of smart library is a new innovation by utilizing digital transformation in the service process. Third; smart service is internalized in the form of management that is managed from planning to evaluation and becomes a reference in service.
References
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Herlinudinkhaji, D., & Kurnia Ramadhani, L. (2023). Tata Kelola Layanan Teknologi Informasi dengan ITIL V4 untuk Estimasi Layanan. Remik, 7(1). https://doi.org/10.33395/remik.v7i1.12058
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Jonathan, S. A., Rantung, P. L. R., & Mandagi, D. (2023). Determining factors for parents to choose a school: Empirical analysis of religious based private schools. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 15(1), 573-584. https://doi.org/10.37680/qalamuna.v15i1.4064
Kainde, S. J., & Mandagi, D. W. (2023). From likes to loyalty: the interplay of social media marketing in shaping education institution brand attitude and loyalty. Jurnal Ekonomi, 12(02), 465-475.
Kelejan, D. F., Walean, R. H., Soewignyo, T. I., & Mandagi, D. (2022). An exploratory analysis of determining factors influencing student satisfaction with postgraduate program services. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 14(1), 369-384. https://doi.org/10.37680/qalamuna.v14i1.4162
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Kusumawati, K. (2023). Sistem Informasi Pelayanan Haji Dan Umroh Berbasis Android. Jurnal Satya Informatika, 4(2). https://doi.org/10.59134/jsk.v4i2.449
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Mandagi, D. W., Centeno, D. D., & Indrajit. (2022). Destination brand gestalt and its effects on brand attachment and brand loyalty. Philippine Management Review, 29(1), 1-24.
Mandagi, D. W., Rampen, D. C., Soewignyo, T. I., & Walean, R. H. (2023). Empirical nexus of hospital brand gestalt, patient satisfaction and revisit intention. International Journal of Pharmaceutical and Healthcare Marketing.
Manggopa, S., Sumenda, C., Kainde A, L. L., & Mandagi, D. (2023). Efektivitas sosial media marketing dalam membangun brand institusi pendidikan: Perspektif generasi Z. EDUKASIA: Jurnal Pendidikan Dan Pembelajaran, 4(2), 2517-2526.
Marhareita, C., Kila, I. W., & Mandagi, D. (2022). Social Media Marketing and Educational Institution Brand Awareness, Image, and Attitude. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 14(1), 257-256. https://doi.org/10.37680/qalamuna.v14i1.4081
Miles, M., & Huberman, A. (2014). Miles and Huberman. In Qualitative Data Analysis: An expanded sourcebook.
Nadia S., Muhammad K., S. A. (2017). The Impact of Service Quality on Customer Loyalty. In Journal of Consumer Research (Vol. 2, Issue 7).
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Paputungan, M., Wisiastini, N. M. A., & Telagawati, N. L. W. S. (2023). Analisis Manajemen Pelayanan Terpadu Satu Pintu (PTSP) Dalam Meningkatkan Kualitas Pelayanan. Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi Dan Pelayanan Publik, 10(2). https://doi.org/10.37606/publik.v10i2.676
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4). https://doi.org/10.2307/1251430
Pasuhuk, L. S., & Mandagi, D. W. (2023). Integrating Social Media Marketing and Brand Gestalt: An Empirical Analysis in Educational Institutions. EDUKASIA: Jurnal Pendidikan Dan Pembelajaran, 4(2), 2795-2804.
Poluan, M. S., Pasuhuk, L. S., & Mandagi, D. W. (2022). The role of social media marketing in local government institution to enhance public atitude and satisfaction. Jurnal Ekonomi, 11(03), 1268-1279.
Prasetyo, D. N. (2016). Evaluasi Kepuasan Pemustaka terhadap Kualitas Layanan di Perpustakaan Perguruan Tinggi Alma Ata Yogyakarta dengan Metode LibQUAL+TM. Yogyakarta: UIN Sunan Kalijaga.
Pratami, N., Paleni, H., Surajio, & Elfiana, D. (2023). Komunikasi Dan Kepuasan Pengguna Layanan Terhadap Kualitas Pelayanan Sebagai Variabel Intervening di Dinas Perpustakaan. Universitas Bina Insan Lubuklinggauu, 2.
Rantung, D. I., Mandagi, D. W., Wuryaningrat, N. F., & Lelengboto, A. L. P. (2023). Small Medium Enterprises brand gestalt: A key driver of customer satisfaction and repurchase intention. International Journal of Professional Business Review, 8(6), e01463-e01463.
Rompas, D. J. M., Pioh, N. R., & Monintja, D. (2023). Reformasi Birokrasi Pelayanan Publik Dalam Mencapai Zona Integritas Menuju Wilayah Bebas Korupsi Dan Wilayah Birokrasi Bersih Melayani (Wbk/Wbbm) Pada Kantor Pelayanan Pajak Pratama Kotamobagu. Jurnal Governance, 3(1).
Rondonuwu, B. F., & Mandagi, D. W. (2023). Brand gestalt as a key determinant of tourist satisfaction and loyalty: Empirical study of super-priority destination Likupang. Jurnal Ekonomi, 12(02), 452-464.
Sabriyanti, A., & Batubara, A. K. (2023). Inklusi Sosial Sebagai Transformasi Layanan Di Dinas Perpustakaan Dan Kearsipan Kabupaten Asahan. Jurnal Indonesia : Manajemen Informatika Dan Komunikasi, 4(3). https://doi.org/10.35870/jimik.v4i3.301
Salsabila, S., & Apsari, N. C. (2021). Aksesibilitas Fasilitas Pelayanan Publik Di Beberapa Wilayah Dan Implementasi Undang-Undang Dalam Memenuhi Hak Penyandang Disabilitas. Jurnal Penelitian Dan Pengabdian Kepada Masyarakat (JPPM), 2(2). https://doi.org/10.24198/jppm.v2i2.33976
Scannell, L., & Gifford, R. (2010). Defining place attachment: A tripartite organizing framework. Journal of Environmental Psychology, 30(1), 1–10. https://doi.org/10.1016/j.jenvp.2009.09.006
Sijabat, L., Rantung, D. I., & Mandagi, D. W. (2022). The role of social media influencers in shaping customer brand engagement and brand perception. Jurnal Manajemen Bisnis, 9(2), 280-288.
Sugiyono. (2013). MetodePenelitian Pendidikan PendekatanKualitatif, Kuatitatif Dan R&D. KABILAH : Journal of Social Community, bandung(Alfabeta).
Sugiyono. (2016). Memahami Penelitian Kualitatif. Bandung: Alfabeta.
Walean, R. H., Wullur, L., & Mandagi, D. W. (2023). Constructing a Destination Gestalt Model: Brand Gestalt, Brand Attitude, and Revisit Intention. Asia-Pacific Social Science Review, 23(1).
Warbung, C. J. E., Wowor, M. C., Walean, R. H., & Mandagi, D. W. (2023). The impact of social media marketing on beauty clinic brand equity: the Case of Zap Manado. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev., 8(4), 8.
Waworuntu, E. C., Mandagi, D. W., & Pangemanan, A. S. (2022). ‘I see it, I want it, I buy it’: The role of social media marketing in shaping brand image and Gen Z’s intention to purchase local product. Society, 10(2), 351-369.
Wiraningtyas, K., & Ati, S. (2017). Evaluasi Kualitas Layanan Di Perpustakaan Khusus Perwakilan Bkkbn Provinsi Jawa Tengah Dengan Metode Libqual+TM. Jurnal Ilmu Perpustakaan, 6(1).
Wulandari, R., Haristianti, V., & Syahida, A. N. (2021). Elemen Smart Library pada Interior Perpustakaan Perguruan Tinggi. Waca Cipta Ruang, 7(1). https://doi.org/10.34010/wcr.v7i1.3999
Wulus, V. G., Mandagi, D. W., Lule, B., & Ambalao, S. S. (2022). Determinan efektivitas social media marketing pada Insitusi Pemerintah Daerah. SEIKO: Journal of Management & Business, 4(3), 522-538.
Wyer, J. R., & Mells, T. M. (2018). the Role of E-Service Quality To Customer Satisfaction and Loyalty. In The International Journal of Retail & Business Management (Vol. 12).
Yuliana, L., & Mardiyana, Z. (2021). Peran Pustakawan Terhadap Kualitas Layanan Perpustakaan. Jambura Journal of Educational Management. https://doi.org/10.37411/jjem.v2i1.526
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1). https://doi.org/10.1177/0092070393211001
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
Zhang, H. H., & Ye, F. Y. (2023). Intelligence, Cognition and Insight: Characterizing Smart Library. Journal of Library Science in China, 49(3). https://doi.org/10.13530/j.cnki.jlis.2023022
Zumrotus Sa’diyah, & Farida Isroani. (2021). Meningkatkan Minat Baca Anak Sd/Mi Di Dusun Prajakan Dengan Memberdayakan Perpustakaan Masyarakat. NUSANTARA : Jurnal Pengabdian Kepada Masyarakat, 1(2). https://doi.org/10.55606/nusantara.v1i2.246
Beverungen, D., Müller, O., Matzner, M., Mendling, J., & vom Brocke, J. (2019). Conceptualizing smart service systems. Electronic Markets, 29(1). https://doi.org/10.1007/s12525-017-0270-5
Cao, G., Liang, M., & Li, X. (2018). How to make the library smart? The conceptualization of the smart library. Electronic Library, 36(5). https://doi.org/10.1108/EL-11-2017-0248
Creswell, J. W. (2003). Creswell, J.W. (2003). Chapter One, “A Framework for Design.” Research Design Qualitative Quantitative and Mixed Methods Approaches. https://doi.org/10.3109/08941939.2012.723954
Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches - John W. Creswell, J. David Creswell - Google Books. In SAGE Publications, Inc.
Febrianti, F. (2018). Hubungan Antara Bahan Koleksi Umum Dan Khusus Terhadap Minat Baca Di Perpustakaan Taruna Pelayaran Akademi Maritim Bina Bahari Palembang. In UIN Raden Fatah Palembang.
Febrianti, S., & Puspasari, D. (2022). Pengaruh Fasilitas Perpustakaan dan Pelayanan Pegawai Perpustakaan terhadap Minat Baca Mahasiswa Baca Mahasiswa Pendidikan Administrasi Perkantoran di Perpustakaan Pusat Unesa. Edunusa: Journal of Economics and Business Education, 2(2).
Firdausi Fikri, A., & Nawangsari, E. R. (2023). Gap Analysis To Measure Service Quality At Public Service Mall (MPP). Jurnal Governansi, 9(1). https://doi.org/10.30997/jgs.v9i1.5534
Herlinudinkhaji, D., & Kurnia Ramadhani, L. (2023). Tata Kelola Layanan Teknologi Informasi dengan ITIL V4 untuk Estimasi Layanan. Remik, 7(1). https://doi.org/10.33395/remik.v7i1.12058
Husain, H., Zarlis, M., Mawengkang, H., & Efendi, S. (2019). Perencanaan Penerapan Teknologi Smart Wisata Syariah Disalah Satu Destinasi Wisata Di Lombok. Prosiding SiManTap: Seminar Nasional Matematika Dan Terapan, 1(Desember).
Jonathan, S. A., Rantung, P. L. R., & Mandagi, D. (2023). Determining factors for parents to choose a school: Empirical analysis of religious based private schools. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 15(1), 573-584. https://doi.org/10.37680/qalamuna.v15i1.4064
Kainde, S. J., & Mandagi, D. W. (2023). From likes to loyalty: the interplay of social media marketing in shaping education institution brand attitude and loyalty. Jurnal Ekonomi, 12(02), 465-475.
Kelejan, D. F., Walean, R. H., Soewignyo, T. I., & Mandagi, D. (2022). An exploratory analysis of determining factors influencing student satisfaction with postgraduate program services. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 14(1), 369-384. https://doi.org/10.37680/qalamuna.v14i1.4162
Kotler, Philip dan Keller, K. Lane. (2018). Manajemen Pemasaran. Edisi 12. Jilid 2. In PT Indeks.
Kusumawati, K. (2023). Sistem Informasi Pelayanan Haji Dan Umroh Berbasis Android. Jurnal Satya Informatika, 4(2). https://doi.org/10.59134/jsk.v4i2.449
Lebo, T. C., & Mandagi, D. W. (2023). Integrating service quality, customer satisfaction, and brand gestalt in the context of multi-level marketing (MLM) companies. Jurnal Mantik, 7(1), 100-111.
Lisabella, M. (2013). Model Analisis Interaktif Miles and Huberman. Universitas Bina Darma.
Mandagi, D. W., & Wuryaningrat, N. F. (2023). Peran mediasi kepuasan pelanggan pada pengaruh gestalt merek terhadap niat membeli kembali: Studi empiris pada UMKM di Manokwari. In Prosiding Seminar Nasional Forum Manajemen Indonesia, 15, 117-130.
Mandagi, D. W., Centeno, D. D., & Indrajit. (2021). Brand gestalt scale development and validation: A takeoff from tourism destination branding. Journal of Destination Marketing & Management, 19, 100539.
Mandagi, D. W., Centeno, D. D., & Indrajit. (2022). Destination brand gestalt and its effects on brand attachment and brand loyalty. Philippine Management Review, 29(1), 1-24.
Mandagi, D. W., Rampen, D. C., Soewignyo, T. I., & Walean, R. H. (2023). Empirical nexus of hospital brand gestalt, patient satisfaction and revisit intention. International Journal of Pharmaceutical and Healthcare Marketing.
Manggopa, S., Sumenda, C., Kainde A, L. L., & Mandagi, D. (2023). Efektivitas sosial media marketing dalam membangun brand institusi pendidikan: Perspektif generasi Z. EDUKASIA: Jurnal Pendidikan Dan Pembelajaran, 4(2), 2517-2526.
Marhareita, C., Kila, I. W., & Mandagi, D. (2022). Social Media Marketing and Educational Institution Brand Awareness, Image, and Attitude. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 14(1), 257-256. https://doi.org/10.37680/qalamuna.v14i1.4081
Miles, M., & Huberman, A. (2014). Miles and Huberman. In Qualitative Data Analysis: An expanded sourcebook.
Nadia S., Muhammad K., S. A. (2017). The Impact of Service Quality on Customer Loyalty. In Journal of Consumer Research (Vol. 2, Issue 7).
Oktaviani, E., Asrinur, Prakoso, A. W. I., & Madiisriyatno, H. (2023). Transformasi Digital Dan Strategi Manajemen. Jurnal Oikos-Nomos, 16.
Padhi, S., & Nahak, B. (2019). The Role of Smart Library and Smart Librarian for E- Library Services. 12th International CALIBER-2019.
Paputungan, M., Wisiastini, N. M. A., & Telagawati, N. L. W. S. (2023). Analisis Manajemen Pelayanan Terpadu Satu Pintu (PTSP) Dalam Meningkatkan Kualitas Pelayanan. Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi Dan Pelayanan Publik, 10(2). https://doi.org/10.37606/publik.v10i2.676
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4). https://doi.org/10.2307/1251430
Pasuhuk, L. S., & Mandagi, D. W. (2023). Integrating Social Media Marketing and Brand Gestalt: An Empirical Analysis in Educational Institutions. EDUKASIA: Jurnal Pendidikan Dan Pembelajaran, 4(2), 2795-2804.
Poluan, M. S., Pasuhuk, L. S., & Mandagi, D. W. (2022). The role of social media marketing in local government institution to enhance public atitude and satisfaction. Jurnal Ekonomi, 11(03), 1268-1279.
Prasetyo, D. N. (2016). Evaluasi Kepuasan Pemustaka terhadap Kualitas Layanan di Perpustakaan Perguruan Tinggi Alma Ata Yogyakarta dengan Metode LibQUAL+TM. Yogyakarta: UIN Sunan Kalijaga.
Pratami, N., Paleni, H., Surajio, & Elfiana, D. (2023). Komunikasi Dan Kepuasan Pengguna Layanan Terhadap Kualitas Pelayanan Sebagai Variabel Intervening di Dinas Perpustakaan. Universitas Bina Insan Lubuklinggauu, 2.
Rantung, D. I., Mandagi, D. W., Wuryaningrat, N. F., & Lelengboto, A. L. P. (2023). Small Medium Enterprises brand gestalt: A key driver of customer satisfaction and repurchase intention. International Journal of Professional Business Review, 8(6), e01463-e01463.
Rompas, D. J. M., Pioh, N. R., & Monintja, D. (2023). Reformasi Birokrasi Pelayanan Publik Dalam Mencapai Zona Integritas Menuju Wilayah Bebas Korupsi Dan Wilayah Birokrasi Bersih Melayani (Wbk/Wbbm) Pada Kantor Pelayanan Pajak Pratama Kotamobagu. Jurnal Governance, 3(1).
Rondonuwu, B. F., & Mandagi, D. W. (2023). Brand gestalt as a key determinant of tourist satisfaction and loyalty: Empirical study of super-priority destination Likupang. Jurnal Ekonomi, 12(02), 452-464.
Sabriyanti, A., & Batubara, A. K. (2023). Inklusi Sosial Sebagai Transformasi Layanan Di Dinas Perpustakaan Dan Kearsipan Kabupaten Asahan. Jurnal Indonesia : Manajemen Informatika Dan Komunikasi, 4(3). https://doi.org/10.35870/jimik.v4i3.301
Salsabila, S., & Apsari, N. C. (2021). Aksesibilitas Fasilitas Pelayanan Publik Di Beberapa Wilayah Dan Implementasi Undang-Undang Dalam Memenuhi Hak Penyandang Disabilitas. Jurnal Penelitian Dan Pengabdian Kepada Masyarakat (JPPM), 2(2). https://doi.org/10.24198/jppm.v2i2.33976
Scannell, L., & Gifford, R. (2010). Defining place attachment: A tripartite organizing framework. Journal of Environmental Psychology, 30(1), 1–10. https://doi.org/10.1016/j.jenvp.2009.09.006
Sijabat, L., Rantung, D. I., & Mandagi, D. W. (2022). The role of social media influencers in shaping customer brand engagement and brand perception. Jurnal Manajemen Bisnis, 9(2), 280-288.
Sugiyono. (2013). MetodePenelitian Pendidikan PendekatanKualitatif, Kuatitatif Dan R&D. KABILAH : Journal of Social Community, bandung(Alfabeta).
Sugiyono. (2016). Memahami Penelitian Kualitatif. Bandung: Alfabeta.
Walean, R. H., Wullur, L., & Mandagi, D. W. (2023). Constructing a Destination Gestalt Model: Brand Gestalt, Brand Attitude, and Revisit Intention. Asia-Pacific Social Science Review, 23(1).
Warbung, C. J. E., Wowor, M. C., Walean, R. H., & Mandagi, D. W. (2023). The impact of social media marketing on beauty clinic brand equity: the Case of Zap Manado. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev., 8(4), 8.
Waworuntu, E. C., Mandagi, D. W., & Pangemanan, A. S. (2022). ‘I see it, I want it, I buy it’: The role of social media marketing in shaping brand image and Gen Z’s intention to purchase local product. Society, 10(2), 351-369.
Wiraningtyas, K., & Ati, S. (2017). Evaluasi Kualitas Layanan Di Perpustakaan Khusus Perwakilan Bkkbn Provinsi Jawa Tengah Dengan Metode Libqual+TM. Jurnal Ilmu Perpustakaan, 6(1).
Wulandari, R., Haristianti, V., & Syahida, A. N. (2021). Elemen Smart Library pada Interior Perpustakaan Perguruan Tinggi. Waca Cipta Ruang, 7(1). https://doi.org/10.34010/wcr.v7i1.3999
Wulus, V. G., Mandagi, D. W., Lule, B., & Ambalao, S. S. (2022). Determinan efektivitas social media marketing pada Insitusi Pemerintah Daerah. SEIKO: Journal of Management & Business, 4(3), 522-538.
Wyer, J. R., & Mells, T. M. (2018). the Role of E-Service Quality To Customer Satisfaction and Loyalty. In The International Journal of Retail & Business Management (Vol. 12).
Yuliana, L., & Mardiyana, Z. (2021). Peran Pustakawan Terhadap Kualitas Layanan Perpustakaan. Jambura Journal of Educational Management. https://doi.org/10.37411/jjem.v2i1.526
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1). https://doi.org/10.1177/0092070393211001
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
Zhang, H. H., & Ye, F. Y. (2023). Intelligence, Cognition and Insight: Characterizing Smart Library. Journal of Library Science in China, 49(3). https://doi.org/10.13530/j.cnki.jlis.2023022
Zumrotus Sa’diyah, & Farida Isroani. (2021). Meningkatkan Minat Baca Anak Sd/Mi Di Dusun Prajakan Dengan Memberdayakan Perpustakaan Masyarakat. NUSANTARA : Jurnal Pengabdian Kepada Masyarakat, 1(2). https://doi.org/10.55606/nusantara.v1i2.246
Published
2024-02-24
How to Cite
MASRUROH, Nikmatul et al.
Internalization of Smart Service Management in Improving Service Quality: The Case of Regional Library.
Klabat Journal of Management, [S.l.], v. 5, n. 1, p. 90-103, feb. 2024.
ISSN 2722-726X.
Available at: <https://ejournal.unklab.ac.id/index.php/kjm/article/view/1058>. Date accessed: 24 mar. 2025.
doi: https://doi.org/10.60090/kjm.v5i1.1058.90-103.
Section
Articles
This work is licensed under a Creative Commons Attribution 4.0 International License.
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