As part of its commitment to providing the best possible service to the academic community, the Library of the Sepuluh Nopember Institute of Technology (ITS) actively follows up on various comments and suggestions submitted by users through satisfaction surveys and feedback forms.

The survey was conducted using quantitative methods by distributing questionnaires to library users who utilize the ITS Library’s services. Data collection was carried out using accidental sampling on 100 respondents, who were ITS students from various majors and semesters. A Likert scale was used to measure users’ perceptions of various aspects of the service, including the quality of human resources, the library collection, physical facilities, information technology, and ease of access to information sources.

The evaluation results show that the ITS Library achieved a very high level of satisfaction among its patrons. Based on data analysis, the average satisfaction score reached 4.41 on a 5-point scale—equivalent to a converted score of 88—which falls into the “Very Satisfied” category. 2023 Customer Satisfaction Survey Report

One piece of feedback received concerned the library’s operating hours. In response, the ITS Library has extended its operating hours to up to 66 hours per week. The library is open every weekday from 7:30 a.m. to 8:00 p.m., with adjusted hours on Fridays and special services on Saturdays for the Ikoma Corner and CCWS. These operating hours exceed the minimum service standard of 54 hours per week and are expected to meet the needs of the academic community in accessing various library facilities.

In addition, users also provided feedback regarding the need for access to internationally renowned scientific databases, particularly Scopus. In response, the ITS Library has provided a Scopus subscription that is available to the entire ITS community through the online database service accessible on the library’s official website. This resource is expected to support learning, research, scientific publications, and academic development at ITS.

Databases Subscribed to by the ITS Library

The ITS Library would like to express its appreciation to all users who have participated in providing feedback and evaluations. Every suggestion serves as valuable input in the process of improving service quality, enabling the library to continue innovating, adapting to user needs, and providing an increasingly optimal service experience.