Pengukuran Kualitas Layanan Perpustakaan UIN Sumatera Utara Medan Menggunakan Metode LibQual

Abstrak / Ringkasan

This study aims to investigate the service quality of UINSU’s library according to
three dimensions, such as information control, effect of service, and library as a
place. The LibQual method involved in this research will technically evaluate the
level of service quality within the library by comparing perception, minimum
expectation, and ideal demand of library users to each dimension. The constant
questionnaire of LibQual was involved to obtain data out of 100 samples, in
which consists of 49.892 students per each. This research finds that the
information control scored the least number, following effect of service and
library as a place. In the analysis of superiority gap, the whole dimensions
numbered negative. While in the analysis of adequacy gap, library as place is the
only positive insignificantly, beside effect of service meets the least expectation of
the users. The fact shows that the UINSU’s library users expects considerably
that electronic information resources are accessible from home, however, their
incapacity to access the website affects negatively to information control
following the users’ demand to advance equipment and the coverage of sufficient
collection. In terms of effect of service, the service quality demonstrates reliability
aspect, competence, empathy, and the capacity of librarians to serve the users
quite excellently assisted by attentiveness, manner, and responsivity of the
librarians which are less satisfied by the users. Ultimately, in terms of library as
place, the users have been commonly satisfied. Yet, the management of library to
provide comfort and tranquil atmosphere in the library is still in need of
improvement.

Topik Terkait

Sitasi