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

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.

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PERAN PERPUSTAKAAN STAIN KEDIRI DALAM LAYANAN PEMUSTAKA (Kajian Kualitas Layanan Perpustakaan Berdasarkan Persepsi Pemustaka)

UNIVERSUM ◽

10.30762/universum.v10i2.258 ◽

2016 ◽

Vol 10 (2) ◽

Author(s):

Komarudin M. Basit Aulawi Djuwandana Pamungkas

Keyword(s):

Quantitative Research ◽

Sampling Technique ◽

Three Dimensions ◽

Survey Method ◽

Library Services ◽

Information Control ◽

Service Information ◽

Level Of Satisfaction ◽

Library As Place

The role and function of library in service to its users is to meet the need for information. This study aimed to evaluate quality of library services based on users perception, to measure level of satisfaction of users to the State College of Islamic Studies (STAIN) Kediri library services. This quantitative research uses LibQUAL+ survey method by measuring three dimensions : affect of service, information control, and library as place. Respondents of this study are 257 users of STAIN Kediri Library. Sample are selected by proportionate stratified random sampling technique. The results showed that the quality of STAIN Kediri library services, based on the users perception, meet minimum users expectations. Based on the level of satisfaction, the library services meet users expectations and they are quite satisfied with the services of STAIN Kediri Library. The gap between perceptions and expectations indicate that the users are quite satisfied with the services and the quality of STAIN Kediri Library services are within the zone of tolerance an area that lies between the minimum expectation and ideal expectation of library services quality. Kata Kunci; Service Quality, Users Satisfaction, LibQUAL+ Method

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

Edulib ◽

10.17509/edulib.v6i2.5023 ◽

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.

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User Perception to Service Quality (Libqual) in State University Library at Surabaya

Edulib ◽

10.17509/edulib.v6i1.4998 ◽

2017 ◽

Vol 6 (1) ◽

Author(s):

Dessy Harisanty ◽

Siti Khodijah

Keyword(s):

Service Quality ◽

Information Control ◽

Value Assessment ◽

State University ◽

User Perception ◽

Purposive Sampling ◽

Average Value ◽

Service Information ◽

Library Users ◽

Library As Place

Abstrak. Pelayanan yang dilakukan oleh perpustakaan secara langsung ataupun tidak akan menimbulkan citra perpustakaan baik citra positif maupun negatif. Citra tersebut menimbulkan persepsi pengguna dan akhirnya membuat penilaian pengguna terhadap perpustakaan. Dalam penelitian ini penulis ingin mengetahui mengenai tingkat persepsi pengguna atas kualitas layanan perpustakaan perguruan tinggi negeri yang meliputi dimensi affect of service, information control, library as place. Penelitian ini menggunakan pendekatan kuantitatif yang sifatnya deskriptif dan teknik pengumpulan data kuisioner dengan teknik sampling nonrandom sampling dengan kriteria purposive sampling di Perpustakaan Institut Teknologi Sepuluh November (ITS), Universitas Airlangga (UNAIR) dan Perpustakaan Universitas Negeri Surabaya (UNESA). Teknik pengolahan data yakni dengan membuat nilai rata-rata di setiap indikator kualitas layanan. Konsep kualitas layanan yang digunakan adalah LibQual+™ yang terdiri dari affect of service, information control, dan library as place. Hasilnya bahwa nilai rata-rata penilaian pengguna pada kinerja ketiga perpustakaan di atas adalah baik. Untuk perpustakaan UNESA dan ITS, urutan penilaian dari yang terbaik oleh pengguna adalah library as place, information control dan affect of service. Urutan penilaian pengguna atas dimensi yang terbaik pada perpustakaan Unair secara berturut-turut adalah library as place, affect of service, dan information control. Kata kunci: libqual, persepsi pengguna, perpustakaan perguruan tinggi Abstract. Services carried out by the library directly and will cause the image library of both positive and negative images. These images create the perception of users and ultimately make an assessment of the library users. In this study the authors wanted to know about the level of user perception on the quality of library services such as affect of service, information control, and library as place. This study uses a quantitative approach that are descriptive and questionnaire data collection techniques with nonrandom sampling with purposive sampling criteria in the library of Institut Teknologi Sepuluh Nopember (ITS), Universitas Airlangga (Unair) and the library of the State University of Surabaya (UNESA). Data processing techniques to make the average value in every indicator of service quality. The concept of service quality used is LibQual + ™ consisting of affect of service, information control, and library as place. The result is that the average value assessment on the performance of the three library users above is good. For UNESA and ITS libraries, order an assessment of the best by the user is a library as place, information control and affect of service. In Unair library, user ratings on the dimensions of the order of the best in a row is a library as place, affect of service, and information control. Keywords: libqual, user perception, university libraries

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Pengukuran Kualitas Layanan Perpustakaan: Studi Pada Perpustakaan STIE Ekuitas Bandung

Nusantara - Journal of Information and Library Studies ◽

10.30999/n-jils.v3i1.800 ◽

2020 ◽

Vol 3 (1) ◽

pp. 17

Author(s):

Asep Saeful Rohman

Keyword(s):

Service Quality ◽

Tolerance Limit ◽

Library Services ◽

Sampling Techniques ◽

Service Access ◽

Information Control ◽

Calculation Formula ◽

Access To Information ◽

Expected Number

This study aims to determine the extent of the quality of library services STIE Ekuitas Bandung. Service quality is seen based on the comparison between the services received by users and their expectations of library services. The scope of the research is on aspects of the attitude of officers (librarians) in serving (Affect of Service), access to information (Information Control), and the library as a place. The method used is a survey with a quantitative approach. Data collection was carried out using questionnaires, interviews, observations, and literature studies. The population of this research is the library members totaling 1594 students. By using non-probability sampling techniques and Yamane sample calculation formula obtained a number of 99 respondents. Data analysis uses the LibQual™ Model by measuring the gaps of services received and services expected by users. Based on the results of the study note that the average service quality is at the tolerance limit. This means that the STIE Ekuitas Bandung Library service received by users is considered quite good by users, which is above the minimum expected number. Another finding is that the library is still not maximal in providing superior services, namely services that are in accordance with the maximum expectations desired by the user.

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

Performance Measurement and Metrics ◽

10.1108/pmm-03-2020-0013 ◽

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.

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

Performance Measurement and Metrics ◽

10.1108/pmm-09-2018-0024 ◽

2019 ◽

Vol 20 (1) ◽

pp. 60-71 ◽

Cited By ~ 4

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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Users' perceived level of service at the African Union Court on Human and Peoples' Rights library in Arusha, Tanzania

Library Management ◽

10.1108/lm-02-2020-0026 ◽

2020 ◽

Vol 41 (6/7) ◽

pp. 531-543 ◽

Cited By ~ 1

Author(s):

Fidelis Mutisya ◽

Omwoyo Bosire Onyancha

Keyword(s):

Service Quality ◽

Target Population ◽

Level Of Service ◽

Library Services ◽

African Union ◽

General Will ◽

Content Type ◽

Library Users ◽

Quality Assessment Study

PurposeThe study examined users' perceived level of service at the African Union Court on Human and Peoples' Rights (AUCHPR) library in Arusha, Tanzania.Design/methodology/approachThe study adopted a quantitative approach in line with the tenets of the LibQUAL and SERVQUAL protocols, which were used as theoretical lenses and informed the development of questionnaires which were used to collect data. The target population consisted of 94 library users.FindingsThe study found that the library's best services, in terms of their quality and as perceived by users, lie in its human resources (i.e. affect of service, assurance and responsiveness). On the other hand, the lowest perceived level of services was recorded in the aspects related to information collection and physical facilities (i.e. library as a place and tangibles).Research limitations/implicationsThis study was based on the African Court on Human and Peoples' Rights library in Arusha, Tanzania. The study covered both internal and external users of the library.Practical implicationsThe study identified strengths and weaknesses of the African Court library as far as the perceived level of service is concerned, and the findings can therefore be used to inform decisions on the improvement of quality of the library services. In so doing, the library will be in a stronger position to offer quality services and assist the court in attaining its objectives of promoting and protecting human rights in Africa. With improved library service quality, the non-judicial staff, external users and society in general will stand to benefit from the library.Originality/valueWhile drawing lessons from previous service quality studies, this study is the first quality assessment study to be done in the African Court library. It is also the first to use a combination of LibQUAL and SERVQUAL models in the context of the African Court library services.

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Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen ◽

10.32477/jrm.v3i2.183 ◽

2016 ◽

Vol 3 (2) ◽

pp. 159-173

Author(s):

Susi Minarsih ◽

Ary Sutrischastini

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Level Of Service ◽

Research Use ◽

Validity And Reliability ◽

Analysis Instrument ◽

Service Execution ◽

Traditional Market ◽

Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽

10.32546/lq.v1i1.157 ◽

2018 ◽

Vol 1 (1) ◽

pp. 72-80

Author(s):

Viva Faronika ◽

Asriyal Asriyal

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Acceptable Level ◽

Level Of Service ◽

Level Of Satisfaction ◽

Service Policies ◽

Improve Service Quality ◽

Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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