scholarly journals EFFECT OF LIBRARY SERVICE QUALITY TO USERS SATISFACTION IN THE LIBRARY OF THE FACULTY OF COMMUNICATION

Edulib ◽  
2017 ◽  
Vol 6 (2) ◽  
Author(s):  
Asep Saeful Rohman ◽  
Yulianti
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Method ◽  
Information Control ◽  
Three Dimensional Model ◽  
Control Library ◽  
A Value ◽  
Library As Place

Abstrak. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan terhadap kepuasan pengguna di Perpustakaan Fakultas Ilmu Komunikasi Universitas Padjadjaran. Kualitas layanan ditinjau dari tiga dimensi kualitas layanan menurut Model LibQual+TM yakni Information Control, Affect of Services dan Library as Place. Kepuasan pengguna ditentukan berdasarkan analisa gap antara persepsi dan harapan pengguna. Pendekatan yang digunakan dalam penelitian ini adalah deskriptif kuantitatif dengan metode survey. Populasi dan sampel dalam penelitian ini adalah pengguna perpustakaan Fikom Unpad. Hasil penelitian menunjukkan bahwa kualitas layanan perpustakaan secara umum belum dapat memberikan kepuasan bagi penggunanya. Nilai Adequacy Gap secara umum yakni masih dibawah nilai rata-rata harapan minimum yakni -0,19. Dimensi yang paling berkontribusi mempengaruhi ketidakpuasan pengguna yakni dimensi Library as Place dengan nilai Adequacy Gap -0,40, dimensi Information Control dengan nilai Adequacy Gap -0,14, kemudian dimensi Affect of Service yang nilai Adequacy Gap negative-nya paling kecil yakni -0,02. Pernyataan yang dinilai memberikan kepuasan bagi pengguna yakni pernyataan tentang aspek pencahayaan didalam ruangan perpustakaan dengan nilai Adequacy Gap positif sebesar 1,69. Sedangkan pernyataan yang paling tidak memuaskan bagi pengguna yakni pada aspek ruangan yang dinilai terlalu sempit bagi ruang gerak pengguna selama didalam perpustakaan dengan nilai Adequacy Gap-nya yakni sebesar -3,29. Perpustakaan Fakultas Ilmu Komunikasi diharapkan berupaya lebih baik untuk dapat meraih kepuasan pengguna dengan cara meningkatkan kualitas layanannya. Kata Kunci :  Kualitas Layanan Perpustakaan, Kepuasan Pengguna, Model LibQual+TM, Affect of Services, Information Control, Library as Place. Abstract. This study aims to determine the effect of service quality on user satisfaction in the Library Faculty of Communication Padjadjaran University. The quality of service in terms of service quality according to the three-dimensional model of the LibQual+ TM that is Information Control, Affect of Services and Library as Place. User satisfaction is determined by analysis of the gap between perception and expectations of users. The approach used in this research is quantitative descriptive with survey method. Population and sample in this research is the library user of Faculty Communication. The results showed that the quality of library services in general have not been able to give satisfaction to the users. Value Adequacy Gap in general that is still below the average value of the minimum expectations is  -0,19. Dimensions that contribute most affect the user dissatisfaction that is dimension of the Library as Place with a value Adequacy Gap is -0,40, dimensions Information Control with a value of Adequacy Gap is  -0,14, then the dimensions Affect of Service with a value of Adequacy Gap negative is  -0,02. The statement is considered to provide satisfaction for users thai is about aspects of lighting in the room with a value of Adequacy Gap positive is 1,69. While the statement is most unsatisfactory for the user that is the aspect of the room which was considered too small for the space for the user during in the library with its value of Adequacy Gap is equal to -3.29. Library of the Faculty of Communication is expected to do a better programme in order to achieve user satisfaction by improving the quality of its services. Keywords: Quality of Service Libraries, User Experience,  LibQual + TM Model, Affect of Services,  Information Control, Library as Place.

Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leila Jabbari ◽  
Ali Jalali Dizaji ◽  
Mila Malekolkalami
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Method ◽  
Quality Of Services ◽  
Level Of Service ◽  
Minimum Level ◽  
Content Type ◽  
The University

PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

scholarly journals Application of Fuzzy Servqual Method to Measure User Satisfaction of Mooc Service Quality

2020 ◽  
Vol 202 ◽  
pp. 14007
Author(s):  
Iqbal Firdaus ◽  
Farikhin ◽  
Bayu Surarso
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Learning System ◽  
Fuzzy Approach ◽  
A Value ◽  
Perceptions And Expectations ◽  
The University

To determine the level of success and effectiveness of MOOC in the learning system, it is important to measure the quality of service. The aim of this study is to measure the perceptions and expectations of MOOC users. The method of this study is the SERVQUAL model which is combined with a fuzzy approach, so that it can be measured accurately. From the calculation, the results show that Reliability dimension has the largest gap with a gap value (-13,2325), so there are needed an improvement by the university. While Assurance dimension has the smallest gap with a value of gap (-10,0025) this is considered by the user to be a better dimension than the others. From the calculation of the overall gap value obtained, the result shows a value of -57.65, which means that the quality of service received by users is not in line with expectations.

scholarly journals ANALISIS KUALITAS LAYANAN PERPUSTAKAAN FAKULTAS PERTANIAN UNIVERSITAS PADJADJARAN DENGAN MENGGUNAKAN METODE LIBQUAL+TM

2019 ◽  
Vol 6 (2) ◽  
pp. 39-49
Author(s):  
Surya Yoga Laksana ◽  
Tine Silvana Rachmawati ◽  
Andri Yanto
Keyword(s):  
Service Quality ◽  
Survey Method ◽  
Level Of Service ◽  
Library Services ◽  
Information Control ◽  
Service Information ◽  
Library As Place ◽  
Descriptive Survey ◽  
Research Show

The purpose of the research is to analyze and determine the level of service quality of FAPERTA Library (Faculty of Agriculture) Padjadjaran University. The research method used in this research is descriptive survey method with a quantitative approach. The research instrument used to measure the level of service quality of FAPERTA Library of Padjadjaran University is LibQual+TM method. LibQual+TM method is a method that measures the level of service quality of a library based on three main dimensions are Affect of Service, Information Control, and Library as Place. The LibQual+TM method and perceived score, find out the service quality of Faculty of Agriculture Library, there is a gap between minimum expectation and actual (desired) expectation. Data collection of this research done by distributing questionnaires, observation, and interview. The results of the research show the quality of FAPERTA Unpad Library services for each measurement dimension LibQual+TM shows the service quality of FAPERTA Unpad Library is unpleasant. It indicates a lower user perception of what he or she is keeping before visiting the library.

scholarly journals The Influence of Service Quality on inpatients Satisfaction: Study at Bahagia Hospitals, Makassar City

Jurnal Office ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Herlina Sakawati ◽  
Nina Agustina ◽  
Sulmiah Sulmiah
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Survey Method ◽  
Inferential Analysis

This study aims to determine the effect of service quality on inpatient satisfaction at the Bahagia Hospital in Makassar City. The research method used is a quantitative survey method using an explanatory approach. A sample of 100 people who are inpatients at the Bahagia Hospital using accidental sampling technique. The data analysis used is descriptive analysis and inferential analysis. The results showed that the quality of service had a significant influence on the satisfaction of inpatients at the Bahagia Hospital. This shows that service quality has an important role so that service delivery can provide results in accordance with what patients expect

scholarly journals Pengaruh Penerapan Manajemen Mutu ISO 9001:2008 Dan Kepemimpinan Terhadap Kualitas Pelayanan SMK Negeri 2 Kabupaten Tangerang

CICES ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 187-200
Author(s):  
Danang Rifai ◽  
Syamsul Fallah ◽  
Mira Purwasari
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Principal Leadership ◽  
Teacher Performance ◽  
Research Problem ◽  
Iso 9001 ◽  
Survey Method ◽  
Correlation Technique

This research entitled the influence of the implementation of ISO 9001:2008 quality management on leadership and service quality in SMK Negeri 2 Kabupaten Tangerang. The formulation of this research problem is whether there is influence of the implementation of ISO 9001: 2008 and principal leadership on the quality of service in SMK Negeri 2 Tangerang Regency. While tujuaannya is wanted to know the effect of the implementation of ISO 9001: 2008 and teacher performance on service quality in SMK Negeri 2 Kabupaten Tangerang. This research used survey method with correlation technique, sample size 350 people, student research object, teacher and employee of SMK Negeri 2 Kabupaten Tangerang. The result of this research is that there is a significant effect of quality management of ISO 9001: 2008 and principal leadership together towards the quality of service in SMK Negeri 2 Kabupaten Tangerang. This is evidenced by (sig) of 0.000 <0.05 and Fcount of 62.233. There is a significant effect of quality management of ISO 9001: 2008 on the quality of service in SMK Negeri 2 Kabupaten Tangerang. This is evidenced by the value of Sig = 0.000 <0.05 and tcount = 5.933. There is a significant influence of Headmaster's leadership on the quality of service in SMK Negeri 2 Kabupaten Tangerang. And proved by the value of Sig = 0.001 <0.05 and tcount = 3.396.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN, KUALITAS FUNGSIONAL, DAN KUALITAS TEKNIKAL TERHADAP KEPUASAN PELANGGAN (STUDI KASUS PADA SUZUKI MEDAN JAYA GROUP JL. KATAMSO NO 78 YOGYAKARTA)

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Ulfah Yuliana
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Technical Quality ◽  
Descriptive Research ◽  
A Value ◽  
Functional Quality ◽  
Research Type

This research aims to determine the effect of service quality , functional quality , and technical quality of the service user customer satisfaction Suzuki motorcycle servicing of Medan Jaya Group Yogyakarta. This research is a quantitative study descriptive research type. There are three independent variables , namely the quality of service, functional quality, and technical quality. While the dependent variable is customer satisfaction. The population in this study is customer of Suzuki Medan Jaya Group service motorcycle Katamso Number 78 Yogyakarta. Sample of 100 respondents using accidental sampling approaches. Based on the analysis of data obtained the following results : There is a simultaneous influence between the variables of service quality, functional quality, and technical quality of the service user customer satisfaction of Suzuki motorcycle servicing Medan Jaya Group Yogyakarta, the significant value of 0.000, with a regression equation Y = 0.148 X1 + 0.576 0.251 X2 + X3. There is a significant effect of the variable quality of service to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 2.359 with a significance value of 0.02. There is a significant effect of the variable functional quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 7.772 with a significance value of 0.000 . There is a significant effect of the variable technical quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 3.400 with significant value of 0.001 . Great contribution value of 69.4 % while the remaining 30.6 % is influenced by other factors . The results of the analysis using stepwise method showed that the functional quality dimension (X2) has the most dominant effect on customer satisfaction (Y) with a value of 10,017 t and a significant level of 0.000. Key words : quality of service , functional quality , technical quality and customer satisfaction.

scholarly journals Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

scholarly journals ANALISIS KINERJA PEGAWAI BIDANG PENGENDALIAN DAN PENERTIBAN (DALTIB) PADA DINAS LALU LINTAS DAN ANGKUTAN JALAN DALAM MENGATASI KEMACETAN DI KOTA BOGOR

2017 ◽  
Vol 2 (1) ◽  
pp. 13
Author(s):  
Dea Hilmiah Halawi ◽  
Rita Rahmawati ◽  
Euis Salbiah
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Key Words ◽  
Employee Performance ◽  
Capital City ◽  
Survey Method ◽  
Road Transportation ◽  
Traffic Jam ◽  
Road Users

Traffic Jam is a major problem many cities in Indonesia, including in Bogor city. Traffic Jam in Bogor city  is almost equal to the capital city of Jakarta. There are many factors that caused traffic jam in Bogor. In addition to the number of population is increasing,  mobility of the population is also quite high. The purpose of this study was to determine employees performance of Department of Traffic and road transportation Bogor in handling of traffic jam. The method used in this research is survey method with quantitative approach. The results showed that the views of the dimensions of productivity, quality of service, responsiveness, responsibility, and accountability are very good category. Although the results of employee respondents considered that the assessment of employee performance has been very good, but in the view of the driver, passengers and road users were different. They noticed that traffic jam in Bogor City can not be addressed properly. Key words: Traffic Jam, Performance Employee, Service quality.

scholarly journals Service Quality Assurance in Cloud Data Centers Using Migration Scaling

2020 ◽  
Vol 02 (01) ◽  
pp. 53-63
Author(s):  
Dr. Akey Sungheetha ◽  
Dr. Rajesh Sharma R
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Data Centers ◽  
Vital Role ◽  
Cloud Data ◽  
Similar Work ◽  
Cloud Data Centers ◽  
Multiple Metrics

The continuous and swift progress in the number of the cloud data centers have led to establishment of multitudes of the computational nodes and the huge paradigm. But the assuring the quality of services through these paradigms is still questionable. So tit has become a prominent areas of research. As the quality of service of the data centers plays a vital role in the user satisfaction. The present work carried out in the paper survey the service quality rendered in the previous similar work, identifies the drawbacks and proposes a strategy of migration taking into consideration the multiple metrics. The proposed structure is validated through the cloud simulator to evince its capability in efficiently handling the resources and guaranteeing the quality of service.

Evaluating library service quality of University of Kashmir: a LibQUAL+ survey

2019 ◽  
Vol 20 (1) ◽  
pp. 60-71 ◽  
Author(s):  
Anil Kumar ◽  
Preeti Mahajan
Keyword(s):  
Service Quality ◽  
Information Control ◽  
University Libraries ◽  
Library Service ◽  
Content Type ◽  
Library Users ◽  
Zone Of Tolerance ◽  
Library As Place ◽  
Model Approach

Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users’ perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL), University of Kashmir, Srinagar (India). The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers’ desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT). Further, “Library is secure and peaceful place for study, learning and research” (LP-21) was found as most important service item as per users’ desired expectations, while “Library staff shows dependability in handling users’ service problems” (AS-9) is marked as the least desired item. Originality/value Only a few studies have been carried out to evaluate the SQ of Indian university libraries as far as the LibQUAL+ model is concerned. Therefore, the findings of present survey will help to understand how far library has reached in satisfying users’ expectations as well as the areas or dimensions where it needs to improve.

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