Analysis of the Quality of Digital Library Services in DKI Jakarta

Aditya Aditya, Retnowati Wahyuning Dyas Tuti


This research was conducted to analyze in depth how the quality of Jakarta digital library services in the Jakarta Provincial Library and Archives Service. The theory analysis is a theory of five dimensions of service quality consisting of :Tangible, Reliability, Responsiveness, Assurance, and Empathy. The method in this study useds a qualitative approach with descriptive methods Data collection techniques are done through observation, interviews and documentation. Data validity test uses Triangulation. The results showed that the quality of digital library services in the DKI Jakarta Provincial Library and Archives Service has not been fully said to be good. Collection of books in the Department of Library and Archives of the DKI Jakarta Provincial Government is incomplete, iJakarta applications sometimes experience errors/bugs, other than that the download time of books to be read is relatively long, can reach 5 minutes per book, Inadequate complaints channel for users / users who want to convey the problem,Handling of complaints is still very dependent on PT.Aksaramaya. This can hinder readers/visitors who need a quick complaint handling because the Library and Archives Service must first coordinate with PT.Aksaramaya and There is no audio book facility that should be available for persons with disabilities from the blind group.


Service, Quality, Digital Library

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