User Satisfaction of State University Libraries in Surabaya, Indonesia

Information users' satisfaction deals with the degree of appropriateness between the needs to be met (expectation) and reality (performance). In this case, the services provided in the library must be balanced with the skills of librarians in processing these services properly in order to give satisfaction to the users of the library. To determine the level of users' expectation and perception of the library performance and the level of users' satisfaction in three public universities in Surabaya, this study used a descriptive quantitative approach. The research took place in three public universities in Surabaya, namely Universitas Airlangga (UNAIR), Universitas Negeri Surabaya (UNESA), and Institut Teknologi Sepuluh Nopember (ITS). The concept of service quality that was used is LibQual+^TM consisting of three dimensions: Affect of Service, Information Control, and Library as Place. To obtain the satisfaction assessment, the performance value was reduced by the expectation value. Positive values mean satisfied while negative values mean not satisfied. The sampling technique used in this study was nonrandom sampling with purposive sampling criteria. The result of the study was that the performance in the library was good because all the data were above the number 3 (three). Yet, it was not able to surpass the expectation value or numbers that described library users' satisfaction. In other words, the library services at Universitas Airlangga, Universitas Negeri Surabaya and Instittut Teknologi Sepuluh Nopember had not been able to meet the users' needs and the level of users' satisfaction in using the library services at Universitas Airlangga, Universitas Negeri Surabaya and Institut Teknologi Sepuluh Nopember had negative values.