Library Service Satisfaction of library users in Cendrawasih University Library Unit

  • Thereseta Evilianingsih Universitas Cenderawasih

Abstract

This study aims to identify and analyze how much influence the quality of library services to the satisfaction of the library users at the University Library of Cenderawasih. Research method used in this study is the method of observation, interviews, questionnaires, and literature study using a Likert scale and sampling method used is Probability Sampling with Proportional stratified random sampling, which means sampling of members of the population at random and stratified proportional so that samples obtained 90 samples. The analytical method used is multiple linear regression method. The results showed that the quality of service which consists of tangible, reliability, responsiveness, assurance, empathy, and together have a positive influence. Service quality has a significant effect on satisfaction library users at the University Library of Cenderawasih. The variables that have a significant influence on satisfaction library users are tangibles, reliability and empathy. Responsiveness and assurance does not have a significant influence on satisfaction in the Library Unit Uncen library users. The most dominant variable is empathy.

Downloads

Download data is not yet available.

References

Amir, M. T. (2005). Edisi Pertama. Dinamika pemasaran jelajahi dan rasakan. Jakarta: PT RajaGrafindo Persada

Garvin, D. A. (1988). Managing Quality: the strategic and Competitive Edge. New York: Free Press

Gerson, R. F. (2002). Mengukur kepuasan pelanggan. Jakarta:Penerbit PPM

Hardiyansyah. (2011). Kualitas pelayanan publik. Yogyakarta: Gava Media

Kotler, P. (1985). Prinsip-prinsip dasar pemasaran. Jakarta: Grafindo

Kuswadi. (2004). Cara mengukur kepuasan karyawan. Jakarta: PT Elex Media Komputindo

Nashihuddin, W. (2010). Serqual; Metode Tepat Meningkatkan Kualitas Layanan Perpustakaan. http://pustaka1987.wordpress.com/2010/09/03/servqual-metode-tepat-meningkatkan-kualitas-layanan-perpustakaan/ [diakses 15-07-2013]

Nasution, M. N. (2004). Manajemen jasa terpadu. Bogor: Ghalia Indonesia

Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality & its implications for future research. Journalof marketing, 49(2). DOI: https://doi.org/10.1177/002224298504900403

Rangkuti, F. (2003). Teknik Mengukur dan Strategi meningkatkan kepuasan pelanggan. Jakarta : Gramedia Pustaka Utama

Roger, G. S. (1995). Implication for marketing strategy. Dallas: BPS

Sugiarto, E. (2002). Psikologi pelayanan dalam industri jasa. Jakarta: Gramedia Pustaka Utama

Tjiptono, F. (2008). Service Management: Mewujudkan Layanan Prima. Yogyakarta : Andi Offset

Published
2016-08-01
How to Cite
[1]
Evilianingsih, T. 2016. Library Service Satisfaction of library users in Cendrawasih University Library Unit. Journal of Education and Vocational Research. 7, 2 (Aug. 2016), 36-40. DOI:https://doi.org/10.22610/jevr.v7i2.1337.
Section
Research Paper