Library Users' Perception of Front Office Service Experience Based on User Experience Mode at Andalas University Library

Crossmark

Article Sidebar

Page Numbers: 556-569
Download PDF
Published: May 1, 2026
Digital Object Identifier: 10.58578/mikailalsys.v4i2.9875
Save this to:
Save to Mendeley Download RIS

Article Metrics:
Viewed: 105 times
Downloaded: 99 times
Article can trace at:

Author Fee:
Free Publication Fees for Foreign Researchers (USD 0.00)
Check for article on SINTA:

LYAS Publisher cordially invites qualified professionals to serve as Editors or Reviewers. Your expertise will make an important contribution to maintaining and strengthening the academic quality of our publications. Interested applicants are kindly requested to complete the application form at the following link: Editors & Reviewers

Connected Papers:
Connected Papers


Please feel free to contact us if you need any further information about the submission process or if you have any additional questions.


Authors:
Mulhairi Mulhairi1, Elva Rahmah2*
Copyright :

Authors retain copyright and grant the journal right of first publication.

Explore Our Journals
Find the journal that best fits your research. If this journal does not match your manuscript’s scope, explore our portfolio below to select a more suitable publication venue.

Main Article Content

Mulhairi Mulhairi
Padang State University, Indonesia
Elva Rahmah
Padang State University, Indonesia

Abstract

User experience plays an important role in improving library service quality, particularly in front office services as the main point of interaction between users and the library. This study aims to describe users’ perceptions of front office service experiences at the Andalas University Library based on the User Experience model, which includes five dimensions: usability, usefulness, accessibility, desirability, and satisfaction. A quantitative approach with a descriptive design was employed, involving 100 respondents selected through incidental sampling. Data were collected using questionnaires and analyzed using descriptive statistics with SPSS. The findings reveal that all user experience dimensions were categorized as high, with average scores for usability (3.57), usefulness (3.32), accessibility (3.56), desirability (3.50), and satisfaction (3.53), and an overall achievement level of 88.86%, classified as very good. These results indicate that front office services have delivered positive user experiences in terms of ease of use, environmental comfort, accessibility, and interaction quality with staff. The study concludes that the front office services at the Andalas University Library operate effectively and efficiently in meeting user needs. This study contributes to academic library service quality literature by providing empirical insight into user experience-based service evaluation. Practically, the findings imply the need for continuous improvement, particularly by enhancing usability, simplifying service procedures, and optimizing service systems to achieve more advanced and user-centered library services.

Keywords:
Share Article:

Citation Metrics:

Scopus

Downloads

Download data is not yet available.

Citation Metrics & Similar Scopus Articles

Data source Crossref
0
citations
Citation counts are source-specific and may differ because database coverage, reference matching, and update schedules are different. Counts are not added together. Crossref values represent citation links registered and matched by Crossref.
Check Secondary Documents in Scopus
Open this article in Scopus, then check the Secondary documents tab. Use Manual Citation Fallback only for counts you have verified manually.
Open in Scopus
Similar Scopus Articles
Scopus
  1. Li X. (2027)
    Localization challenges and technological gaps in cleaning robots for fixed-tilt coplanar photovoltaic arrays: A review and perspective
    Unconventional Resources, 17
  2. Arnott L. (2027)
    Reclaiming the Gaze: Vision, Faith, and Gender in Aemilia Lanyer-s Salve Deus Rex Judaeorum
    Explorations in Renaissance Culture, 52(1), 79-101
  3. Kusuma N.A. (2027)
    Exploring the acceptance of science teachers toward simulator-based technology
    Multidisciplinary Science Journal, 9(1)

Article Details

How to Cite
Mulhairi, M., & Rahmah, E. (2026). Library Users’ Perception of Front Office Service Experience Based on User Experience Mode at Andalas University Library. Journal of Multidisciplinary Science: MIKAILALSYS, 4(2), 556-569. https://doi.org/10.58578/mikailalsys.v4i2.9875

Creative Commons License
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

References

Al Andriani, R., Sari, M., & Putra, D. (2025). Pengaruh Komunikasi Pustakawan terhadap Kepuasan Pemustaka di Perpustakaan Perguruan Tinggi. Jurnal Ilmu Perpustakaan dan Informasi, 10(1), 45–58.

Dewey, J. (1938). Experience and education. Macmillan.

Garrett, J. J. (2011). The elements of user experience: User-centered design for the web and beyond (2nd ed.). New Riders.

Haryanto, A., Sari, D. P., & Wibowo, R. (2021). Pengaruh Kualitas Layanan Front Office terhadap Kepuasan Pemustaka di Perpustakaan Perguruan Tinggi. Jurnal Ilmu Perpustakaan dan Informasi, 6(2), 85–97.

Hassenzahl, M. (2014, January 1). User experience and experience design. Interaction Design Foundation. https://ixdf.org/literature/book/the-encyclopedia-of-human-computer-interaction-2nd-ed/user-experience-and-experience-design

Hassenzahl, M., & Tractinsky, N. (2006). User experience: A research agenda. Behaviour & Information Technology, 25(2), 91–97. https://doi.org/10.1080/01449290500330331

International Federation of Library Associations and Institutions. (2015). Guidelines for academic libraries. IFLA.

Kujala, S., Roto, V., Väänänen-Vainio-Mattila, K., Karapanos, E., & Sinnelä, A. (2011). UX Curve: A method for evaluating long-term user experience. Interacting with Computers, 23(5), 473–483. https://doi.org/10.1016/j.intcom.2011.06.005

Lasa, H. S. (2017). Manajemen Perpustakaan Sekolah dan Perguruan Tinggi. Ombak.

Lazar, J., Goldstein, D. F., & Taylor, A. (2015). Ensuring digital accessibility through process and policy. Morgan Kaufmann.

Mahlke, S. (2017). User experience and emotional design. Springer.

Morville, P. (2004, June 21). User experience design. Semantic Studios. https://semanticstudios.com/user_experience_design/

Nielsen, J. (1993). Usability engineering. Morgan Kaufmann.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–37.

Pasaribu, R., & Samsudin. (2025). Otomasi Perpustakaan dan Implikasinya terhadap Efisiensi Layanan. RajaGrafindo Persada.

Perpustakaan Nasional Republik Indonesia. (2017). Peraturan Kepala Perpustakaan Nasional Republik Indonesia Nomor 13 Tahun 2017 tentang Standar Nasional Perpustakaan Perguruan Tinggi. https://peraturan.go.id/id/perpusnas-no-13-tahun-2017

Rahmawati, D., & Prasetyo, B. (2018). Persepsi Pemustaka terhadap Kualitas Layanan Perpustakaan Perguruan Tinggi. Rajawali Pers.

Schiffman, L. G., & Wisenblit, J. L. (2019). Consumer behavior (12th ed.). Pearson.

Siregar, A. R. (2021). Perpustakaan Perguruan Tinggi: Konsep, Fungsi, dan Pengelolaan. RajaGrafindo Persada.

Sulistyo-Basuki. (2018). Layanan Perpustakaan. Universitas Terbuka.

Sutarno, N. S. (2016). Manajemen Perpustakaan. Sagung Seto.

Suwarno, W. (2020). Ilmu Perpustakaan dan Informasi: Pendekatan Teori dan Praktik. Ar-Ruzz Media.

Tjiptono, F. (2019). Service Management: Mewujudkan Layanan Prima. Andi.

Tullis, T., & Albert, B. (2013). Measuring the user experience: Collecting, analyzing, and presenting usability metrics (2nd ed.). Morgan Kaufmann.

Wardani, D. (2022). Analisis Persepsi Pengguna terhadap Pengalaman Layanan Perpustakaan Perguruan Tinggi. Jurnal Ilmu Perpustakaan.