Analisis Kepuasan Pengguna Berdasarkan Aspek Office Ergonomics di Perpustakaan Universitas Sumatera Utara Menggunakan Metode Customer Satisfaction Index (CSI)

Abstract

The level of user satisfaction of the University of North Sumatra Library needs to pay attention to office ergonomics in the aspect of the physical environment. The importance of a physical environment that supports comfort, health, and productivity in the library cannot be ignored because it directly affects user satisfaction, especially students who often spend a lot of time there to study. With the increasing development of library use, a deep understanding of how comfortable, healthy, and productive physical environmental factors become important things that affect user satisfaction. Customer Satisfaction Index (CSI) method to measure and quantify the overall level of satisfaction. User satisfaction of the University of North Sumatra Library does not only focus on aspects such as empathy, responsiveness, assurance, and reliability but also focuses on relevant dimensions of the physical environment, such as temperature and circulation, noise, lighting, furniture, room layout, and coloring. Through a comprehensive analysis of these physical environmental factors, it is hoped that it can be a guideline for the University of North Sumatra Library in formulating strategies to increase user satisfaction based on the principles of office ergonomics in physical environmental aspects. The goal is to create a more comfortable, healthy, and productive learning and discussion environment, so that it can optimally support student activities as academicians. This research is expected to contribute to improving the quality of services and the physical environment of the library that is adaptive to user needs.