Evaluation of Reference Service Quality in the Institut Seni Indonesia Library Surakarta Using TERRA Model

Abstrak

This study aims to evaluate student satisfaction with reference services at the Library of Institut Seni Indonesia (ISI) Surakarta. An analysis based on the TERRA model was employed to measure five service quality dimensions, namely Tangibles, Empathy, Responsiveness, Reliability, and Assurance. A descriptive quantitative approach was applied using purposive sampling of 30 active students with actual experience in utilizing the reference services. Data were collected through a four-point Likert scale questionnaire and analyzed using frequency distribution assisted by IBM SPSS Statistics 27. The results indicate that the Assurance dimension achieved the highest satisfaction level, followed by Reliability and Responsiveness, while Tangibles and Empathy were categorized as good but require improvements in terms of collection completeness and interpersonal communication. These findings demonstrate that ISI Surakarta’s reference services have effectively met the academic needs of students, although innovation remains necessary in developing art-based collections and optimizing reference spaces. The study confirms that reference services in arts education environments require service adaptations tailored to more complex user characteristics, including visual, creative, and collaborative preferences. This research contributes to the development of library service strategies that are more adaptive to the dynamic information needs of art students and expands the application of the TERRA model within non-conventional academic contexts. The findings also provide an empirical basis for integrating user perception-based service evaluations into the management of academic libraries in the era of digital transformation.