Kualitas Layanan Perpustakaan di Dinas Perpustakaan dan Kearsipan Kota Sibolga Berdasarkan Persepsi Siswa SMP dan SMA dengan Menggunakan Metode Libqual

Abstract

The purpose of this study is to assess the quality of service at the Library and Archives Office of Sibolga City based on junior high school (SMP) and high school (SMA) students’ perceptions, focusing on the gap between the expectations and the reality experienced by library users using the LibQual method. The measurement is viewed through three dimensions that form the LibQual method's foundation: Affect of Service, Information Control, and Library as Place. The research method used is descriptive-comparative. The data collection technique in this study was through the distribution of questionnaires. The population of the study consisted of members of the Library and Archives Office of Sibolga City, totaling 1,109 SMP and SMA students, and by applying the Slovin formula, a sample size of 100 was obtained. The sampling technique used proportionate stratified random sampling, with 55 high school students and 45 junior high school students. The sample selection technique in this study employed Non-Probability Sampling with Incidental Sampling as the unit selection method. The data analysis results showed that the quality of service in the Affect of Service dimension, based on the expectation scores of SMP users (2,120 or 86%) and SMA users (1,734 or 79%), compared to the reality scores of SMP users (1,415 or 57%) and SMA users (1,243 or 61%), indicated that the Affect of Service dimension is of low quality. In the Information Control dimension, the expectation scores for SMP users (1,682 or 76%) and SMA users (1,444 or 80%), compared to the reality scores for SMP users (1,051 or 48%) and SMA users (887 or 49%), also showed that this dimension is of low quality. In the Library as Place dimension, the expectation scores for SMP users (1,071 or 49%) and SMA users (862 or 48%), compared to the reality scores for SMP users (803 or 37%) and SMA users (862 or 37%), revealed that this dimension is of low quality as well.