Evaluasi Kinerja Aplikasi UBuD Library Menggunakan Framework IT Balance Scorecard

Abstract

The University of Jember Library developed UBuD Library as a digital library service to support access to electronic collections for the academic community. However, the utilization level of this service remains relatively low. Based on 2025 data, there were 1,710 reading access activities recorded from 208 academic community usernames, representing approximately 0.5% of the total academic community of the University of Jember. In addition, the performance evaluation of the UBuD Library application has not been conducted specifically because there are no official performance indicators that can be used as a measurement basis. Therefore, this study aims to evaluate the performance achievement of the UBuD Library application using the IT Balanced Scorecard framework through four perspectives: Corporate Contribution, User Orientation, Operational Excellence, and Future Orientation. This study used qualitative data obtained through interviews, observation, and supporting documents, as well as quantitative data collected through the distribution of the End User Computing Satisfaction (EUCS) questionnaire to 69 UBuD Library users. The results show that, out of 11 evaluated KPIs, 8 KPIs achieved the target, 1 KPI achieved the target on average but was not consistent each month, and 2 KPIs did not achieve the target. The user satisfaction result obtained an average score of 3.24 or 80.90%, which falls into the satisfied category. Overall, the performance of UBuD Library shows a fairly good achievement, although several weaknesses remain in service utilization, the stability of active users, and the absence of official performance indicators for the application. The improvement recommendations are directed toward developing official performance indicators, improving service utilization monitoring, strengthening promotion and socialization, adjusting digital collections, and improving service aspects based on the EUCS results.