Servqual Analysis on Merangin Public Library Services, Jambi Province

2021 ◽  
pp. 95-105
Author(s):  
Rian Dwi Hapsari ◽  
Ahmad Berri Seftiawan ◽  
Umanah Umanah
Keyword(s):  
Service Quality ◽  
Data Reduction ◽  
Public Library ◽  
Library Services ◽  
Data Display ◽  
The Public ◽  
Service Support ◽  
Reduction Techniques ◽  
Using Data

Problem Statement: The author focuses on the gap in demands for good service quality, but it is not supported by human resources and the availability of professional librarians who oversee library services in Merangin Regency. Purpose: The purpose of this article is to find out the quality of library services in the public library of Merangin Regency. Method: The writer uses descriptive method and inductive approach. Data obtained and collected through interviews, observation, and documentation. Furthermore, the data that has been collected is analyzed using data reduction techniques, data display (data presentation) and conclusions. Result: The research findings show that the dimensions of tangible and reliability are still lacking, then the dimensions of empathy, responsiveness and assurance are classified as sufficient (standard). Conclusion: The results show that the service quality of the Merangin Public Library is still not optimal. This is because in the dimension of service quality, there are several indicators that are still in the insufficient category, namely service support facilities, non-updated collections, inadequate employee resources, and information related to libraries that are still not widely known by the public. Keywords: : Servqual Analysis; Quality of Services; Public Library Services; Merangin Public Library   ABSTRAK Permasalahan: Penulis berfokus pada kesenjangan tuntutan kualitas layanan yang baik, namun tidak didukung dengan SDM dan ketersediaan tenaga pustakawan yang profesional menggawangi layanan perpustakaan di Kabupaten Merangin. Tujuan: Tujuan artikel ini untuk mengetahui bagaimana kualitas pelayanan perpustakaan di perpustakaan umum Kabupaten Merangin. Metode:  Penulis menggunakan metode deskriptif dan pendekatan induktif. Data diperoleh dan dikumpulkan melalui wawancara, observasi, dan dokumentasi. Selanjutnya data yang sudah terkumpul dianalisis dengan teknik data reduction (reduksi data), data display (penyajian data) dan kesimpulan. Hasil: Temuan penelitian menunjukkan bahwa pada dimensi bukti fisik (tangible) dan kehandalan (reliability) masih kurang, selanjutnya pada dimensi empati (emphaty), daya tanggap (responsiveness), dan jaminan (assurance) tergolong cukup (standar). Kesimpulan: Hasil menunjukan bahwa kualitas pelayanan Perpusatakaan Umum Kabupaten Merangin masih belum optimal. Hal ini disebabkan karena pada dimensi kualitas pelayanan terdapat beberapa indikator yang masih pada kategori kurang yaitu sarana prasarana fasilitas penunjang pelayanan, koleksi yang tidak update, sumber daya pegawai yang kurang memadai, dan informasi terkait perpustakaan yang masih belum banyak diketahui oleh masyarakat. Kata kunci: Analisis Servqual; Kualitas Layanan; Layanan Perpustakaan Umum; Perpustakaan Umum Kabupaten Merangin

scholarly journals PENDIDIKAN MORAL PESERTA DIDIK MELALUI IMPLEMENTASI TATA TERTIB SEKOLAH DASAR NEGERI INPRES BUMI BAHARI KECAMATAN PALU BARAT

2019 ◽  
Vol 7 (1) ◽  
pp. 35-48
Author(s):  
Retolia ◽  
Sitti Nadirah
Keyword(s):  
Data Reduction ◽  
Strong Influence ◽  
Personality Development ◽  
Educational Institutions ◽  
Data Display ◽  
Reduction Techniques ◽  
School Rules ◽  
Using Data ◽  
Character Building ◽  
Rules Set

An Efforts to improve the morality of learners are always conducted in education. Educational institutions are morally obligated to increase personality development of their students. SDN Inpres Bumi Bahari Kec. Palu Barat through the implementation of school rules, intends to form the character of learners. This circumstance is the basis of this research. This research based on descriptive qualitative methods. The Source of data obtained from principals, teachers, and Learners. This research used varieties methods such as observation, interviews, and documentations in data collecting process. Furthermore, data that has been netted, analyzed using data reduction techniques, data display, and data verification. The results of the study concluded that the application of school rules can shape the behavior of learners to be a good personality. The behavior of learners is directed towards moral learner. The process of character building of learners finds some barriers because learners have a different understanding of school rules order. In addition, many students have a strong influence of the habits they bring from their homes, so they are not familiar with the rules set by their school.

scholarly journals PERAN GURU DALAM UPAYA MENINGKATKAN KUALITAS BACA TULIS AL-QUR’AN DI TPQ MIFTAHUL ULUM NGLELE SUMOBITO JOMBANG

AL MURABBI ◽  
2019 ◽  
Vol 4 (2) ◽  
pp. 177-200
Author(s):  
Ali Muhsin
Keyword(s):  
Data Reduction ◽  
Analytical Techniques ◽  
Data Display ◽  
Data Presentation ◽  
Know How ◽  
Interview Method ◽  
Using Data ◽  
Main Factor

The effort to improve Al-Qur'an reading and writing becomes the main factor is the improvement of the quality of human resources that is teacher. Teachers have characteristics as mentors who are able to show the dynamic interaction between teachers and learners. The purpose of the study to know how the role of teachers in an effort to improve the quality of literature Al-Qur`an in TPQ Miftahul Ulum Nglele Sumobito Jombang. This type of descriptive qualitative research with interview method, observation and documentation. Analytical techniques using data reduction (data reduction), data display (data presentation), data conclusing drawing / verification. In reading the Qur'an the learner is not a thing that goes without a process, but requires a concrete teacher's efforts. The result of the teacher's role in the effort to improve the literacy of the Qur'an is very satisfactory as evidenced by the santri can read Al-Qur an well and correctly.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

scholarly journals Penerapan Kurikulum 2013 Revisi 2018 dalam Meningkatkan Prestasi Belajar Siswa

2020 ◽  
Vol 4 (1) ◽  
pp. 86-107
Author(s):  
Machrus Salim ◽  
Nila Mujtahidah
Keyword(s):  
Data Analysis ◽  
Data Reduction ◽  
Case Study Research ◽  
Data Sources ◽  
Data Display ◽  
Case Study Design ◽  
Success Indicators ◽  
Final Score ◽  
Using Data

The study aim at investigating the process of planning, implementing, and evaluating of the Revised 2013 Curriculum year 2018 to improve the students' achievement. The study was case study research with multi case study design as the objects of the study had some similarities. The data sources were the results of conducting interviews, documentations, and observations. The data analysis included data reduction, data display, and conclusion drawing. The data were verified using data sources triangulation.The result showed: 1) The planning at SMP Raden Fatah Batu and MTs Ihyaul Ulum Gresik was initiated by comprehending the existing syllabus, mapping the main and basic competence as well as the success indicators for each subject. The involvement of the teachers in The Teacher Association Forum was maximized to share ideas and conform the planning. 2) In implementing, both schools involved the associated basic competence and current issues, created pleasant and conducive learning, used learning media, and involved the parents which were effective in improving the students' achievement. 3) The evaluation was conducted comprehensively and factually. The students' achievement was identified continually on all of the aspects of learning and it involved teacher-counselor The final score was derived from the averaged total score.

scholarly journals Designing Public Library of Binjai City by Metaphorical Architecture

2019 ◽  
Vol 3 (2) ◽  
pp. 232-240
Author(s):  
Imam Faisal Pane ◽  
Febrina
Keyword(s):  
Public Library ◽  
Building Construction ◽  
Library Services ◽  
Concept Design ◽  
Visual Form ◽  
The Public ◽  
Physical Form ◽  
Alternative Approaches ◽  
Reading Interest

The lack of public reading interest makes people rarely come to visit the public library. The public library of The Binjai city as a media to increase people's knowledge, in fact, that still using traditional planning and structuring and has a less comfortable atmosphere. The Binjai city public library requires to improve its facilities and infrastructures related to the standards of a public library, so that possible to increase people's interest in visiting the library. The designer can make several alternative approaches to design an object, one of that is a metaphorical approach. Choosing of metaphor theme is a theme approachment by taking the book as a visual form that applicated to an element of the building. The strong Malay culture of Binjai city as a local heritage can be applicated in designing the public library of Binjai City. The concept design of the Binjai City Public Library is applied to accommodate library services and activities. By taking a representation physical form of the book as part of the building construction, giving all facilities and services can be functioned to attract more people's attention to visit the library.

scholarly journals PENGARUH ETIKA AUDIT DAN FEE AUDIT TERHADAP KUALITAS AUDIT DI KANTOR AKUNTAN PUBLIK (KAP) KOTA PADANG

JURNAL PUNDI ◽  
2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Gusti Cahyani ◽  
Dewi Zulvia
Keyword(s):  
Linear Regression ◽  
Audit Fees ◽  
Analysis Data ◽  
Collection Method ◽  
The Public ◽  
Know How ◽  
Quality Program ◽  
Using Data ◽  
Ethics Audit

This study attempts to know how big the influence of ethics audit ( x1 ) and fee audit ( x2 ), simultaneously and partial on the quality of an audit ( y ) in office accountant the public city, using data collection method in the form of a questionnaire about 66 respondents.In the analysis data using the validity, reliabilitas.dan the assumption that the classic normality, multikolinearitas, heteroskedastisitas.The method of analysis used analytics linear regression multiple regression, the determinan, the f, the t, and the r2 by using the tools spss16.0.The result showed, the audit ethics have influence on variables quality program audit fees in the research also has an effect on variables the quality of a partial audit and simultaneous.

scholarly journals Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native

2019 ◽  
Vol 7 (1) ◽  
pp. 57
Author(s):  
Eko Sulistyo
Keyword(s):  
Service Quality ◽  
Communication Technology ◽  
Digital Natives ◽  
The Internet ◽  
Library Services ◽  
Digital Native ◽  
Daily Lives ◽  
Younger Generation ◽  
Improve Service Quality

<p>Improving the Quality of Library Services for Digital Native Generations. The generation of Digital Natives, the younger generation born and living in the internet era, tends to use the internet in their daily lives. They are very master of this and of course require librarians to be able to provide access based communication technology. To improve service quality in addition to facilities and communication technology, libraries must provide collections that can be accessed through the internet, so that they can be read anytime and anywhere, including E-Book, E-Paper and E-Journal. Primarily is the collection of E-Journal.</p><p> </p><p>Meningkatkan Kualitas Pelayanan Perpustakaan  Terhadap Generasi Digital  Native. Generasi <em>Digital Natives</em>, yaitu generasi muda yang lahir dan hidup pada era internet cenderung menggunakan dunia internet dalam kehidupan sehari-hari. Mereka sangat menguasai akan hal ini dan tentunya menuntut pustakawan mampu menyediakan akses berbasis teknologi komunikasi tersebut. Untuk meningkatkan kualitas pelayanan selain fasiltas dan teknologi komunikasi, perpustakaan harus menyediakn koleksi yang sudah bisa diakses melalui internet, sehingga bisa dibaca kapan saja dan dimana saja, antara lain yaitu E-Book, E-Paper dan E-Journal.Utamanya adalah koleksi E-Journal.</p>

scholarly journals Upaya Pemanfaatan Perpustakaan Sekolah Dalam Meningkatkan Minat Baca Siswa Di Sekolah Dasar Negeri 1 Pamengkang Kecamatan Mundu Kabupaten Cirebon

2020 ◽  
Vol 1 (1) ◽  
pp. 65
Author(s):  
Ika Kartika ◽  
Ratna Purwati
Keyword(s):  
Data Reduction ◽  
School Principals ◽  
Secondary Data ◽  
Descriptive Study ◽  
School Libraries ◽  
Qualitative Approach ◽  
Primary Data ◽  
Data Display ◽  
The World

The low interest in reading our society greatly affects the quality of the Indonesian nation, because with the low interest in reading it cannot know and follow the development of science and information in the world. With the library, it can give students an "opiate taste" and bring about new habits, namely reading. This research is a descriptive study using a qualitative approach. The research location which is the main focus in collecting data is SD Negeri 1 in Pamengkang village, located in Mundu District, Cirebon Regency. Primary data is data obtained directly from informants such as school principals, teachers, students, and library staff. Secondary data used such as school archives, and other documents that can support the completeness of primary data. Data collection techniques is a way that researchers do in obtaining data. As for this study researchers used observation, interview and documentation techniques. Analysis of the data used is data reduction, data display, and conclusion drawing / verification. The results of the study show that the Utilization of School Libraries in Increasing Interest in Reading in SDN 1 Pamengkang, Mundu District, Cirebon Regency has carried out several efforts, but it has not yet run as expected, due to several factors, namely the state of the library, both from collections, facilities, and also not having librarians, so the library walk improperly following the existing path. Keywords: utilization; library; interest in reading Abstrak Rendahnya minat baca masyarakat kita sangat mempengaruhi kualitas bangsa Indonesia, sebab dengan rendahnya minat baca maka tidak bisa mengetahui dan mengikuti perkembangan ilmu pengetahuan dan informasi di dunia. Dengan adanya perpustakaan dapat memberikan “rasa candu” pada peserta didik dan memunculkan new habits yakni membaca. Penelitian ini merupakan penelitian dekriptif dengan menggunakan pendekatan kualitatif. Lokasi penelitian yang menjadi fokus utama dalam mengumpulkan data adalah di SD Negeri 1 di desa Pamengkang yang terletak di Kecamatan Mundu Kabupaten Cirebon.  Data primer adalah data yang diperoleh langsung dari informan seperti kepala sekolah, guru, siswa, dan tenaga perpustakaan. Data sekunder yang digunakan seperti seperti arsip-arsip sekolah, serta dokumen lainnya yang dapat menunjang kelengkapan dari data primer. Teknik pengumpulan data merupakan cara yang dilakukan peneliti dalam memperoleh data. Adapun dalam penelitian ini peneliti menggunakan teknik observasi, wawancara dan dokumentasi. Analisis data yang digunakan yaitu data reduction, data display, dan conclusion drawing/verification. Hasil penelitian menunjukan Upaya Pemanfaatan Perpustakaan Sekolah dalam Meningkatkan Minat Baca di SDN 1 Pamengkang Kecamatan Mundu Kabupaten Cirebon sudah menjalankan beberapa upaya akan tetapi belum berjalan sesuai harapan, disebabkan oleh beberapa faktor yaitu keadaan perpustakan baik dari koleksi, sarana, dan juga belum mempunyai pustakawan sehingga perpustakaan berjalan seadanya mengikuti alur yang ada.  Kata Kunci: pemanfaatan; perpustakaan; minat baca    

A Hybrid Approach Based on SERVQUAL, SERVPERF, and IPA for Measuring Transit Service Quality

2020 ◽  
pp. 295-311
Author(s):  
Mohamad Haidar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Social Environment ◽  
Public Perception ◽  
Hybrid Approach ◽  
Transit System ◽  
The Public ◽  
International Graduate ◽  
The City

The purpose of this chapter is to discuss the public perception of the quality of service in the public transit system in Montreal using a combination of analyses and surveys. The results are used to make recommendations to improve the STM and its perception. General guidelines of SERVQUAL with some additional questions that are more specific to the current social environment of the city are presented. A survey was conducted by asking 250 international graduate Concordia students to rate a series of statements based on the importance of the issue and how much they agreed with the statement, the results were analyzed using three methods: SERVQUAL, SERVPERF, and IPA. The improvement of timetable synchronization between different metro lines and buses is crucial, as well as the education of STM employees in terms of dealing with different ethnicities, languages, and backgrounds are found. The chapter is a rare outside look at the STM and how users perceive the quality of the service, as opposed to the usual internal studies done by the organization itself.

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