Customer Satisfaction Analysis to Improve the Library Services Using Fuzzy Servqual Method

Amidst the ascension of more advanced technology in the digital era, information could easily be obtained at the fingertips. Despite risking being obsolete, libraries have remained essential as primary sources of information, research, and educational tools, especially for students and educators alike. As one of the public institutions, libraries strive to provide high-quality and optimal service to their customers. This research is conducted to amount the customer satisfaction and the service quality of the library users and determine if the quality of service is as perceived. An observation period was performed at which 100 data were collected and calculated using Fuzzy Service Quality (Servqual) at East Kalimantan Regional Library. The conclusion could be drawn that customer satisfaction was indeed low. Overall, this was suggested by the vast GAP value for the Tangibles dimension, which read −10.67. Customers were also left disappointed in particular by the quality of free Wi-Fi service, which read −14.92. This means that improvements are needed in those aforementioned areas.