Look who’s talking: Means of interpersonal communication between librarians and library users

Abstract

This article is aimed to explore the interpersonal communication of library staff in library service. Satisfaction of library users and the correlation interpersonal communication of library staff to the satisfaction of library users of library service. This research used quantitative research method. The data collecting technique used observation, questionnaire, and documentation. The population in this research consists of library service visitors (N=81.896), then it is taken visitors for sampling (n= 99). The chosen sampling technique used a simple random sample, while data measurement used the Likert scale. The validity test applied the productmoment correlation formula, while the reliability test uses the Alpha Cronbach formula. The result shows that interpersonal communication of library staff in library service belongs to high category. The satisfaction of library users in library service is in the high class. There is a positive correlation between the interpersonal communication of library staff and the joy of library users in library service.

Staff Affection, the Key Factor in the Loyalty of University Students using Virtual Library Services that are Accessible by a Physical Access Space, in Developing Countries

“…In relation to employee affection (H4), the results of this research indicated that it does not have a significant influence on user satisfaction, which is different from previous studies [4], [42], [43], [44], [45]. These findings could be due to the fact that, while friendly and empathetic treatment by staff is important [46], it is not a major factor in determining users' satisfaction with the virtual library service.…”

“…The work environment, including factors such as situational leadership and motivation, can also influence employee job satisfaction, which in turn affects library user satisfaction, because if employees are happy in their work environment, they are more likely to be committed and motivated in their roles, offering better customer service and a more positive interaction with library users [44]. Likewise, effective interpersonal communication between librarians and library users is also associated with higher levels of user satisfaction [45]. Therefore, employees who convey affection through friendly and empathetic communication can help users feel more comfortable and confident when using virtual library services [4], which can have an impact on reducing the feeling of stress or frustration that some users may experience when navigating digital environments [42].…”