ANALISIS TINGKAT KUALITAS LAYANAN PERPUSTAKAAN KELILING DI KOTA TEBING TINGGI

Ahmad Tuah Wijaya Saragih, Abdi Mubarak Syam

Abstract


Penelitian ini bertujuan mengevaluasi kualitas layanan Perpustakaan Keliling Kota Tebbing Tinggi berdasarkan persepsi dan harapan pengguna menggunakan metode LibQUAL+™. Pendekatan kuantitatif deskriptif-evaluatif diterapkan melalui survei pengguna. Hasil penelitian menunjukkan layanan telah memenuhi harapan minimum pengguna, namun belum mencapai harapan ideal, terutama pada dimensi Information Control dan Library as Place. Temuan ini menjadi dasar rekomendasi peningkatan kualitas layanan perpustakaan keliling berbasis prioritas dimensi.

This study aims to evaluate the service quality of the Tebing Tinggi City Mobile Library based on users’ perceptions and expectations using the LibQUAL+™ method. A quantitative descriptive-evaluative approach was applied through a user survey. The findings indicate that the service has met users’ minimum expectations but has not yet reached ideal expectations, particularly in the Information Control and Library as Place dimensions. These results provide a basis for formulating priority-based improvements to mobile library services.

Full Text:

PDF PDF

References


Abdullah, F., Suhaimi, R., Saban, G., & Hamali, J. (2016). Bank service quality (BSQ) index: An indicator of service performance. International Journal of Quality & Reliability Management, 33(3), 332–353. https://doi.org/10.1108/IJQRM-02-2014-0024

Ahmed, S., & Shoeb, Z. H. (2020). Measuring service quality of a public library using LibQUAL+™. Library Philosophy and Practice, 1–15.

Asogwa, B. E. (2019). Service quality assessment in academic libraries using LibQUAL+™. Journal of Librarianship and Information Science, 51(4), 1119–1130. https://doi.org/10.1177/0961000618791964

Cook, C., Heath, F., Thompson, B., & Thompson, R. L. (2017). LibQUAL+™: Service quality assessment in libraries. Performance Measurement and Metrics, 18(3), 192–205. https://doi.org/10.1108/PMM-04-2017-0015

Cronin, J. J., & Taylor, S. A. (2016). Measuring service quality: A reexamination and extension. Journal of Marketing, 80(3), 68–86. https://doi.org/10.1509/jm.15.0028

Fatmawati, E. (2018). Analisis kualitas layanan perpustakaan berbasis LibQUAL+™. Berkala Ilmu Perpustakaan dan Informasi, 14(2), 178–188. https://doi.org/10.22146/bip.34614

Hernon, P., Altman, E., & Dugan, R. E. (2017). Assessing service quality: Satisfying the expectations of library customers (3rd ed.). American Library Association.

Islam, M. M., & Chowdhury, M. S. (2019). Users’ satisfaction of library services: A study of LibQUAL+™ dimensions. The Journal of Academic Librarianship, 45(2), 1–9. https://doi.org/10.1016/j.acalib.2019.01.002

Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.

Ladhari, R. (2019). Service quality, emotional satisfaction, and behavioural intentions. Managing Service Quality, 29(3), 396–417. https://doi.org/10.1108/MSQ-03-2018-0074

Latifah, N., & Prasetyo, A. (2020). Evaluasi kualitas layanan perpustakaan umum daerah menggunakan LibQUAL+™. Jurnal Kajian Informasi & Perpustakaan, 8(2), 137–150. https://doi.org/10.24198/jkip.v8i2.27560

Mansouri, A., & Khademi, R. (2019). Service quality assessment in public libraries using LibQUAL. Library Management, 40(5), 315–328. https://doi.org/10.1108/LM-02-2019-0012

Nitecki, D. A., & Franklin, B. (2018). Library service quality and the user experience. Journal of Library Administration, 58(6), 549–564. https://doi.org/10.1080/01930826.2018.1482260

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2018). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 94(1), 12–40. https://doi.org/10.1016/j.jretai.2017.11.001

Pertiwi, R., & Sukaesih. (2021). Evaluasi kualitas layanan perpustakaan keliling berbasis kepuasan pengguna. Media Pustakawan, 28(3), 155–166.

Rahman, M. S., & Rahman, M. A. (2020). Service quality, customer satisfaction and loyalty. International Journal of Customer Relationship Marketing and Management, 11(2), 42–57. https://doi.org/10.4018/IJCRMM.2020040103

Siregar, R., & Ichsan, M. (2022). Service quality and public satisfaction in information services. Journal of Public Affairs, 22(4), e2601. https://doi.org/10.1002/pa.2601

Tella, A., & Omoba, R. O. (2018). Library service quality and user satisfaction. Library Philosophy and Practice, 1–18.

Thompson, B., Cook, C., & Heath, F. (2017). The conceptual framework of LibQUAL+™. Library Quarterly, 87(1), 1–18. https://doi.org/10.1086/690695

Wijaya, T. (2018). Manajemen kualitas jasa. Indeks.

Yildiz, S. M. (2017). An empirical examination of service quality in libraries. The Service Industries Journal, 37(9–10), 598–617. https://doi.org/10.1080/02642069.2017.1370430

Yusup, P. M., & Komariah, N. (2019). Persepsi pemustaka terhadap kualitas layanan perpustakaan. Jurnal Ilmu Informasi, Perpustakaan, dan Kearsipan, 21(2), 89–102.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.

Zhu, X., & Chen, Y. (2021). User satisfaction and service gap analysis in libraries. Journal of Librarianship and Information Science, 53(3), 456–470. https://doi.org/10.1177/0961000620959364




DOI: http://dx.doi.org/10.17977/um008v9i22025p443-457

Refbacks

  • There are currently no refbacks.


Bookmark and Share


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

BIBLIOTIKA indexed by:

                                       

BIBLIOTIKA : Jurnal Kajian Perpustakaan dan Informasi
Prodi Ilmu Perpustakaan, Jurusan Sastra Indonesia, Fakultas Sastra, Universitas Negeri Malang (UM)

Lisensi Creative Commons

BIBLIOTIKA : Jurnal Kajian Perpustakaan dan Informasi is licensed under Creative Commons Attribution-ShareAlike 4.0 International License
| Visitor Statistic