Rahma, Afnan Fathia PENGALAMAN DAN KEBUTUHAN PEMUSTAKA LANSIA TERHADAP AKSESIBILITAS LAYANAN DI DINAS PERPUSTAKAAN DAN KEARSIPAN KABUPATEN DEMAK. Repository Undip.

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Abstract

ABSTRACT
Introduction. This study examines the experiences and needs of elderly users regarding the accessibility of library services at the Demak Regency Library and Archives Office. Elderly populations represent a growing yet underserved segment of public library users in Indonesia, where accessibility research on this group remains limited compared to international scholarship. This issue becomes particularly pressing as the main service area has been relocated to the second floor without adequate vertical access, creating a tangible physical barrier for elderly users and widening the gap between the library’s inclusivity mandate and its actual service practices.
Research Methods. This study employs a qualitative approach with a phenomenological method. Data were collected through observation, in-depth interviews with six elderly users (aged 52–73) and two librarians, and documentation over the period of September 2025–February 2026 at the Demak Regency Library and Archives Office. Thematic analysis based on Braun and Clarke (2006) was used to analyze the data, with member checking and triangulation to ensure validity.
Data Analysis. Interview transcripts were analyzed through six thematic analysis phases: familiarization, initial coding, theme searching, reviewing, defining, and producing the report. Data from interviews, observation, and documentation were triangulated to strengthen the trustworthiness of findings.
Results. Library service accessibility has not been fully inclusive for elderly users. The relocation of service areas to the second floor without vertical access alternatives is the primary physical barrier. User experiences are also shaped by psychological and cultural factors, including situational library anxiety and Javanese cultural values (tepa slira, nriman) that discourage help-seeking. A perception gap exists between service providers and users regarding available assistance. The grey digital divide limits elderly users’ access to program information. Five multidimensional needs are identified: physical accessibility, appropriate collections, participatory activities, proactive services, and suitable information dissemination channels.
Conclusion. Library service accessibility extends beyond physical infrastructure to encompass the entire service ecosystem. Public libraries must adopt user-centered approaches that address the physical, psychological, cultural, and informational dimensions of elderly users’ experiences to achieve genuinely inclusive service. Recommendations include staff training, diversification of communication media, and participatory program development.
Keywords: service accessibility; elderly users; public library; user experience; user needs

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