As part of its commitment to providing high-quality, user-centered services, the Library of the Sepuluh Nopember Institute of Technology (ITS) has consistently acted on the various comments and suggestions received through satisfaction surveys and user feedback forms throughout 2024.

The satisfaction survey was conducted using a quantitative method, involving 100 respondents randomly selected from the ITS student body. Respondents were asked to evaluate various aspects of the service, including the quality of human resources, the library collection, facilities and resources, ease of access to information, technology-based services, and the comfort of the learning environment. This approach provides a comprehensive picture of users’ perceptions of the quality of services provided by the ITS Library.

Based on the survey results, the ITS Library achieved an average score of 4.54 out of 5, or a converted score of 91, placing it in the “Very Satisfied” category. This achievement not only demonstrates a high level of user satisfaction but also exceeds the ITS Library’s 2024 Key Performance Indicator (KPI) target of 3.8. These results serve as evidence that the various innovations and service improvements implemented have had a positive impact on the user experience. 2024 Customer Satisfaction Survey Report

One area of concern is the quality of the wireless internet (Wi-Fi) network within the library. In response to feedback regarding the even distribution and reliability of Wi-Fi access, the ITS Library has upgraded its network infrastructure by adding access points in areas that were previously not optimally covered. This initiative was supported by an evaluation of signal coverage across various floors of the building to ensure more stable connectivity and support learning, research, and collaboration among the academic community. Below is a report on the installation of new access points at the ITS Library.

In addition to upgrading its digital infrastructure, the ITS Library has also made improvements to its E-Thesis Delivery service. Based on an evaluation of the service’s usage, a new policy has been implemented limiting each user to a maximum of two requests per day. This policy aims to ensure equitable service distribution, improve the efficiency of the document delivery process, and guarantee that all library users have fair access to the digital collection of final projects.

These various efforts are part of the ongoing process of improving service quality at the ITS Library. All user feedback serves as valuable input for evaluation, enabling us to provide services that are increasingly responsive, effective, and aligned with evolving academic needs and advancements in information technology.

The ITS Library would like to thank the entire academic community for their constructive suggestions and feedback. In the spirit of continuous improvement, the ITS Library will continue to innovate in providing excellent information services to support education, research, and community service.31