Amalia, Okta Nur and Christiani, Lydia (2020) ANALISIS TINGKAT KEPUASAN PEMUSTAKA TERHADAP KUALITAS PELAYANAN PERPUSTAKAAN DENGAN METODE LIBQUAL+™ (Studi Kasus di Perpustakaan Politeknik Kementerian Kesehatan Semarang). Undergraduate thesis, FAKULTAS ILMU BUDAYA UNIVERSITAS DIPONEGORO.

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Abstract

This research discusses the analysis of respondents satisfaction level on service
quality with the LibQUAL + ™ method at the Politeknik Kemenkes Semarang.
The aim of this research was to measure the level of user satisfaction with the
quality of library services in Politeknik Kemenkes Semarang. The method in this
research is a survey method, the type of quantitative data. The population of this research were all students of the Politeknik Kemenkes Semarang that are still active by December 2019, totally 4.584 members. This research used the Issac and Michael table formula to determined samples as much as 225 respondents. Data analysis techniques using the LibQUAL + ™ method consists of three aspects that are used as indicators of measurement, namely the Affect of Service, Information Control, and Library as Place. The results of this research indicate that the quality of service based on aspects of the Affect of Service, respondents were quite satisfied with Adequacy Gap (AG) with a positive score. Then, the library’s rate is good by Superiority Gap (SG) with a negative score. Based on the aspects of Information Control, respondents are not satisfied (AG) with a negative score and the library’s rate as a SG with a negative score. Based on the aspect of Library as Place, the respondents were not satisfied AG with a negative score and the library rated good as the SG with a negative score. The quality of service from the three aspects of LibQUAL + ™ in Politeknik Kemenkes Semarang library shows that SG has a negative value. It means that service quality is considered good within the zone tolerance limit.

Penelitian ini membahas tentang analisis tingkat kepuasan pemustaka terhadap kualitas pelayanan dengan metode LibQUAL+™ di Perpustakaan Politeknik Kementerian Kesehatan Semarang (Politeknik Kemenkes Semarang). Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pemustaka terhadap kualitas pelayanan di Perpustakaan Politeknik Kemenkes Semarang. Metode yang digunakan dalam penelitian ini adalah metode survei jenis data kuantitatif. Populasi penelitian ini adalah mahasiswa Politeknik Kemenkes Semarang yang masih aktif per Desember 2019 berjumlah 4.584 orang. Dari populasi tersebut ditentukan jumlah sampel berdasarkan rumus tabel Issac and Michael dan diperoleh sampel berjumlah 255 orang. Teknik analisis data menggunakan metode LibQUAL+™. Terdiri dari tiga aspek yang dijadikan indikator pengukuran, yaitu Affect of Service, Information Control, dan Library as Place. Hasil penelitian ini menyatakan bahwa kualitas pelayanan berdasarkan aspek Affect of Service, pemustaka cukup puas Adequacy Gap (AG) dengan skor positif dan perpustakaan dinilai baik Superiority Gap (SG) dengan skor negatif. Berdasarkan aspek Information Control, pemustaka tidak cukup puas AG dengan skor negatif dan perpustakaan dinilai baik SG dengan skor negatif. Berdasarkan aspek Library as Place pemustaka tidak cukup puas AG dengan skor negatif dan perpustakaan dinilai baik SG dengan skor negatif. Kualitas pelayanan dari tiga aspek LibQUAL+™ di Perpustakaan Politeknik Kemenkes Semarang menunjukkan SG bernilai negatif. Hal tersebut dapat diartikan bahwa kualitas pelayanan dinilai baik berada dalam batas zone tolerance.

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