EVALUASI KUALITAS LAYANAN PERPUSTAKAAN KELILING DINAS ARSIP DAN PERPUSTAKAAN KOTA BANDUNG

Geugeut Tresna Asih, - (2022) EVALUASI KUALITAS LAYANAN PERPUSTAKAAN KELILING DINAS ARSIP DAN PERPUSTAKAAN KOTA BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Official URL: http://repository.upi.edu/

Abstract

Penelitian ini membahas tentang evaluasi kualitas layanan dengan menggunakan metode LibQual+™ pada layanan Perpustakaan Keliling Dinas Arsip dan Perpustakaan Kota Bandung. Penelitian ini dilatar belakangi oleh adanya penurunana jumlah pengunjung pada Perpustakaan Keliling Dinas Arsip dan Perpustakaan Kota Bandung sehingga perlu adanya evaluasi dalam rangka menngkatkan kualitas layanan. Tujuan penelitian ini adalah untuk mengetahui kualitas layanan berdasarkan aspek affect of service, information control, dan library as place. Jenis penelitian yang digunakan dalam penelitian ini adalah kuantitatif deskriptif yang pengambilan datanya dilakukan melalui penyebaran kuesioner. Jumlah sampel berdasarkan rumus slovin, diperoleh sampel 44 orang. Hasil penelitian menyatakan bahwa kualitas layanan berdasarkan aspek affect of service, pemustaka cukup puas dengan Gap Adequancy bernilai positif dan perpustakaan keliling bernilai baik dengan Gap Superiority bernilai negatif. Kualitas layanan secara keseluruhan dari tiga dimensi LibQUAL+™ di Perpustakaan Keliling Dinas Arsip dan Perpustakaan Kota Bandung menunjukan bahwa Gap Adequancy (GA) yang bernilai positif menunjukan pemustaka cukup puas atas kualitas layanan. Gap Superiority (GS) bernilai negatif dengan menunjukan bahwa kualitas layanan dinilai baik dan berada dalam batas zone tolerance, namun belum mampu memenuhi harapan sesungguhnya yang diinginkan pemustaka. Kata kunci : Kulitas Layanan, Perpustakaan Keliling, LibQual+™ This study discusses the evaluation of service quality using the LibQual+TM method in the Mobile Library service at the Bandung City Archives and Libraries Service. This research is motivated by a decrease in the number of visitors to the mobile library of the Bandung City Archives and Libraries Service, so an evaluation is needed in order to improve service quality. The purpose of this study was to determine the quality of service based on aspects of service, information control, and the library as a place. The type of research used in this research is descriptive-quantitative, where the data collection is done by distributing questionnaires. The number of samples based on the Slovin formula obtained a sample of 44 people. According to the study's findings, service quality was determined by the affect of service aspect, users were pleased with the adequacy gap with a positive value, and the mobile library was of good value with a negative gap superiority score .The overall service quality of the three dimensions of LibQUAL+TM at the Mobile Library of the Bandung City Archives and Libraries Office shows that the Gap Adequacy (GA), which has a positive value, indicates that the user is quite satisfied with the quality of service. Gap Superiority (GS) has a negative value, indicating that service quality is considered good and within the zone of tolerance but has not been able to meet the actual expectations of users. Keywords: Quality of Service, Mobile Libraries, LibQual+TM

Item Type: Thesis (S1)
Additional Information: Link Google Scholar: https://scholar.google.co.id/citations?hl=id&user=ZhtkMLoAAAAJ&view_op=list_works&citft=1&citft=2&citft=3&email_for_op=geugeuttresna%40upi.edu&authuser=1&gmla=AJsN-F5m_fSb5W8itncm9bshgz57TVhec9UfKqyLvFA_vkDDpcbzF58aCb1jY65zbAFhf8EiDPN0Rze17_swbnm0yaUp_EdKqU7S-Hj2AlZ1TTlSjsHG6-ou4QwxMp66MZuaaO0VJqNZdn90R9PC8eoXAF_2v0HGe48sxbAmivus0cUB1DcHloQt6RcMVm5dyaQ-yH9TqOr9dQRA9efcTEMNT9aCOG-AEZwefX-oV_bvGgclhyhQoRbVFKC6sbbKufnrinW9vdTottMqoDGcIXvOi87F63FxaDH8S8HAszI9IhUwbY-OkyQ
Uncontrolled Keywords: Kulitas Layanan, Perpustakaan Keliling, LibQual+™ Quality of Service, Mobile Libraries, LibQual+TM
Subjects: L Education > L Education (General)
Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science
Divisions: Fakultas Ilmu Pendidikan > Program Studi Perpustakaan dan Informasi
Depositing User: Geugeut Tresna Asih
Date Deposited: 22 Dec 2022 07:27
Last Modified: 22 Dec 2022 07:27
URI: http://repository.upi.edu/id/eprint/86457

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