Faktor-faktor Yang Mempengaruhi Kepuasan Dan Loyalitas Pengguna Pada Perpustakaan Digital (studi Kasus Pada Open Library Telkom University)

Reynaldi Saputra, Teguh Widodo

Abstract

Abstrak Open library merupakan sebuah platform knowledge management yang berada dibawah Universitas Telkom, dimana Open library ini memiliki prinsip untuk berperan aktif dalam mengakuisisi pengetahuan, mengelola pengetahuan, dan berbagi pengetahuan. Dengan melihat pertumbuhan perpustakaan digital yang meningkat di setiap Universitas di Indonesia, serta melihat fenomena yang masih belum terikatnya (loyal) pengguna pada Open library. Penelitian ini menggunakan model TAM dan menggunakan variabel DL’s affinity (perceiced importance), user satisfication, user loyalty. Tujuan penelitian ini untuk mengetahui pengaruh variabel perceived ease of use, DLs’ affinity terhadap perceived usefulness, serta variabel perceived usefulness terhadap user satisfication dan user satisfication terhadap user loyalty pada pengguna open library Universitas Telkom. Metode penelitian menggunakan pendekatan kuantitatif. Pengumpulan data dilakukan pada mahasiswa Universitas Telkom sebagai pengguna utama dengan 200 responden. Penelitian ini menggunkan metode non- probability sampling dengan tipe convenience sampling. Penelitian ini menggunakan model persamaan structural (SEM) serta manggunakan skala ordinal dengan 15 pertanyaan. Hasil penelitian ini menunjukan variabel perceived ease of use dan DL’s affinity signifikan terhadap perceived usefulness, perceived usefulness signifikan terhadap user satisfication, serta user satisfication terhadap user loyalty, dan perceived ease of use dan DL’s affinity berpengaruh langusng terhadap user loyalty, dan DL’s affinity berpengaruh terhadap user satisfication. Adapun variabel perceived ease of use secara langsung tidak berpengaruh signifikan terhadap user satisfication. Kata Kunci: TAM, Perceived ease of use, Perceived usefulness, DL’ss affinity, User satisfication, User loyalty.

Abstract Open library is a knowledge management platform that is under Telkom University, This open library has the principle to play an active role in acquiring knowledge, managing knowledge, and sharing knowledge. Looking at the growth of digital libraries that are increasing at every university in Indonesia, and see the phenomenon that is still not bound (loyal) users in the Open library. This study uses the TAM model and uses DL's affinity variables (perceiced importance), user satisfication, user loyalty. The purpose of this study was to determine the effect of variables perceived ease of use, DLs' affinity on perceived usefulness, and perceived usefulness variables on user satisfication and user satisfication on user loyalty on Telkom University open library users. The research method uses a quantitative approach. Data collection was conducted on Telkom University students as the main users with 200 respondents. This study uses a non-probability sampling method with convenience sampling type. This study uses a structural equation model (SEM) and uses an ordinal scale with 15 questions. The results of this study show that the variables perceived ease of use and DL's affinity are significant for perceived usefulness, significant perceived usefulness for user satisfication, and user satisfication on user loyalty, and perceived ease of use and DL's affinity directly affect user loyalty, and DL's affinity affects user satisfication. The variables perceived ease of use directly do not have a significant effect on user satisfication. Keywords: TAM, Perceived ease of use, Perceived usefulness, DL’ss affinity, User satisfication, User loyalty.

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