Pelayanan Digital Library di Dinas Arsip dan Perpustakaan Daerah Kabupaten Banyumas

Abstract

This study aims to assess the quality of digital library services at the Banyumas Regency Archives and Library Office. Technological developments and innovations have created a new paradigm in service processes, one of which is at the Banyumas Regency Archives and Library Office, which has implemented a Digital Library. This study shows that the office implements Permenpan RB Number 30 of 2014 concerning guidelines for Public Service Innovation, particularly in library services. This study uses a qualitative descriptive research method. Data was collected through interviews, observation, and documentation study. The main focus of this study was to explore five aspects of Parasuraman's model: tangibles, reliability, responsiveness, assurance, and empathy. Through in-depth analysis, this study sought to understand how each of these aspects contributed to the experience of digital library service users. The results of the study show that the quality of service in these five aspects is relatively good, indicating progress in the provision of assistance services for digital library users at the Banyumas Regency Archives and Library Office. However, there are still several obstacles, particularly related to infrastructure and digital literacy, which need to be improved. These limitations can affect the accessibility and satisfaction of users with the services provided by the Banyumas Regency Regional Digital Library.