The Library of the Sepuluh Nopember Institute of Technology (ITS) continues to strive to provide high-quality, innovative, and user-centered services. As part of this commitment, the ITS Library periodically conducts a Library Service Satisfaction Survey to measure patrons’ satisfaction with the various services provided, while also gathering feedback to serve as a basis for improving service quality in the future.

Based on the results of the latest survey displayed on the analytics dashboard, the Library Service Satisfaction Index reached 4.42 on a scale of 5, falling into the “Very Satisfied” category. This result indicates that, in general, users believe that ITS Library services have met their expectations—in terms of staff service, ease of access to information, available facilities, and overall service quality.

Hasil Survei Kepuasan Layanan Tahun 2025

An analysis of each evaluation indicator also showed consistent results. Nearly all components received scores above 4.4, indicating a positive perception among respondents. Some aspects even achieved scores close to 4.5, reflecting high appreciation for the professionalism of the service, the speed of response, and the comfort experienced while using the library facilities. Meanwhile, there were several indicators with slightly lower scores compared to other aspects, though they still fell within the “good” to “very good” categories, providing a basis for evaluation to improve services in the future.

The results of this survey demonstrate that the service transformation implemented by the ITS Library has had a positive impact on the user experience. The development of digital services, improvements in the quality of learning facilities, the provision of scientific information resources, and responsive support from librarians are key factors contributing to the high level of user satisfaction. The library also continues to strive to create a comfortable and inclusive learning environment that supports academic activities, research, and the development of information literacy.

Although it received a “Very Satisfied” rating, the ITS Library views the results of this survey as motivation to continue innovating. All suggestions, criticisms, and feedback from library users will serve as the foundation for developing programs to improve service quality, enhance infrastructure, refine information systems, and optimize available facilities. Through a continuous improvement approach, the ITS Library is committed to providing services that are increasingly effective, efficient, and tailored to the needs of the academic community.

The ITS Library would like to express its appreciation to all respondents who participated in this survey. Your contributions are invaluable in helping us create library services that are increasingly excellent, adaptable to technological advancements, and capable of serving as a center for information and learning that provides added value to all users. Moving forward, the ITS Library will continue to maintain the quality of its services while developing various innovations to provide the best possible experience for every library user.