Author:Griadhi, Made Hery Wihardika


University library as one of the supporting units of a university works hand in hand with other units in achieving the vision and mission of said university. The university library is directly under the supervision and management of the university and has the main purpose of supporting the university efforts to achieve its goals. The University library is essentially a working unit which is an integral part of the university which together with other units, is chargedwith assisting the university in implementing its Three Main Duties (Tri Dharma).

A university library occupies a vital position in the university where the library acts as the umbrella in terms of supporting the implementation of educational programs, teaching programs, and researches. For every higher education institution, the library plays a highly strategic role in supporting the smooth learning process for learners. An education program without a library will never work optimally, hence it is often said the library as the heart of any educational program.

As one component of the learning process, the students hold the position of major customer of the university library, thus elligible to utilize the library as one of the information center and learning resource center. Learning activities at universities are organized ia variety of methods and not limited to the interaction between students and their lecturers in the classroom, but can also be in the form of utilizing other learning resources and facilities, one of which is the library. Thus, the library is required to cotinuously provide a variety of literature and other information sources that can be accessed by the students for their study.

Likewise, the Undiksha Library is always trying to maximize the students' interest in utilizing the library. Library's promotion activities have been carried out, such as, in the form of distributing library utilization manual, brochure distribution, and book exhibition. The improvement of reading facility, arrangement of room collection, and reading room has been improved. Besides that, installation of air conditioner serviced in some points and computer facilities for students are also provided. However, the students' interest in visiting library is still low, so it is necessary to measure the quality of library services.

Based on the preliminary observation the following statistical data on the utilization of Undiksha library by students was obtained. The average number of daily student visits to the Undiksha Library is as many as 150+ students as seen from the 2014 data, there were 36,457 people and by 2015 as many as 37,625 people visited the library (Undiksha library visit statistics 2014-2015). The state of library membership can be explained as follows; in 2014 the library has 7681 members and in 2015 there were as many as 7862 people (library members statistics 2014-2015) of the total number of 13472 students in 2014, and 13878 in 2015. It can be interpreted that the number of students who become member of the library was approximately half of the total number of students.

The data above illustrates that the level of library visits by students is still low. In addition, this statistic shows that the library is used by only more than half the number of Undiksha students. This is seen from the number of students who are members of the library, the rest of the students never visit the library. This data is derived from the library information technology (IT) system that obtains data from a library front office service, where visitors are required to show membership cards and have their barcodes read as the requirement to enter the library building.

Besides of low service's quality, low achievement motivation is suspected as one of the causes of low library's utilization. Achievement motivation is one of the important factors that affect student learning process. Each student has achievement motivation or tendency in devoting all his ability to obtain the most superior achievement, the student s' achievement motivation will propel their will to study more vigorously and increasin the frequency of learning, as proposed by Weiner (1990) who states that individuals with high achievement motivation feel the failure is due to lack of their effort in tackling the task, while individuals with low achievement motivation will attribute their failure is not to the lack of effort but because of other factors, including fatigue, the difficulty of the tasks, negative prejudices to teachers, and their bad mood.

Suarni (2004) suggests that the strength and weakness of one's achievement motivation is not the same, but depended on the several affecting factors, such as: (1) the effort to achieve success, (2) success oriented, (3) innovation, (4) responsibility and (5) failure anticipation. By having the achievement motivation the students will understand the purpose of learning, and motivation can affect what is being learned, when to learn, and how to learn. Schunk (1995) mentions that motivated students who are studying a topic tend to involve themselves in various activities that they believe will help them learn, such as paying attention during lessons, mentally organizing and memorizing the material to be learned, taking notes to facilitate subsequent learning activities, checking level of understanding and ask for help when they do not understand the material.

Achievement motivation needs to be continuously strengthened so the students have strong achievement motivation to achieve optimal learning outcomes.

The Serv Qual method is a descriptive method which was developed to identify the quality of services rendered to the customers. This method was developed in 1985 by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, this method was later revised in 1988 and was published in Journal of Retailing which conclude that serv-qual is a measurement of the quality of service relative to the needs of the customers. The implementation of servqual is a consistent compromise to the customers' needs.

The Servqual is a highly popular concept of service quality measurement developed by Parasuraman, (in Eta Mamang Sangadji and Sopiah, 2013) who develops five dimensions which affect the quality of services including: (1) tangible (direct evidence) includes physical facilities, employees, and means of communication; (2) reliability, ie the ability to provide promised services promptly, accurately, and satisfactorily; (3) responsiveness ie the desire of the staff to help the customers and provide services with eager response; (4) assurance, includes knowledge, competence, courtesy, and credibility of staff, free from danger, risk, or doubt; (5) empathy, including ease in relationships, good communication, personal attention, and understanding of the individual needs of customers.

Tabasi (2015) reports that measuring service quality with Customer-focused Servqual Software plays a significant role in understanding the quality of service provided to users. A quantitative measure of quality is a rare way to measure the services of public institutions including libraries. This study discusses the quality of service by using the servqual method associated with the level of achievement motivation without including a component of achievement that is the result of student learning.

From the conditions that have been described above it can be said that the utilization of the library by the students is still not optimal or still low so it is necessary to accurately identify the quality of services delivered by the Undiksha library based on the users, the students, assessment using the servqual method.

The quality of Undiksha Library services has never been accurately measured because there has been no research done to study the problem. It can be said that the current visit and utilization of Undiksha Library shows a relatively low number compared to the total number of students. It is quite astonishing that students assume that the achievements obtained not because of information provided by the library but from other sources. This promptsthis research on the influence of the quality of library services on achievement motivation, and student achievement.

Based on the above background, there are several problems that become the focus of the problem to be solved in order to identify the quality of Undiksha Library services in delivering their services to the user. The problems that become the focus of research are as follows: 1) What is theeffect of the library services quality towards the...

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