Hubungan Kualitas Layanan Perpustakaan dengan Kepuasan Mahasiswa STIKes Binalita Sudama Medan

Abstract

The library of College of Health Sciences Binalita Sudama Medan plays an important role in supporting and enhancing the effectiveness of learning activities, as well as disseminating scientific knowledge to all academic members in carrying out the Three Pillars of Higher Education (Tri Dharma Perguruan Tinggi) and improving the quality of educational programs. In an effort to monitor satisfaction levels, the library must regularly assess user satisfaction. This study aims to examine the relationship between library service quality and user satisfaction at the Library of College of Health Sciences Binalita Sudama based on user perceptions. This study employs a quantitative correlational method with a simple random sampling technique. The service quality assessed in this research consists of three dimensions: Affect of Service, Information Control, and Library as Place. These aspects are represented by 22 statement indicators. Based on the analysis of the library's performance, it was found that the services have not fully met user expectations across the three main dimensions: Affect of Service, Information Control, and Library as Place. In the Affect of Service dimension, most indicators such as staff attentiveness to users, expertise in answering questions, and being willingness to assist, showing a gap between expectations and reality. Meanwhile, in the Information Control dimension, accessibility to both electronic and printed resources is still insufficient. Finally, in the Library as Place dimension, the library is perceived as not yet optimal in providing an inspiring, comfortable space that supports group learning activities. Further analysis shows that all three the quality of library services across these three dimensions." dimensions have a strong relationship with user satisfaction. Based on the Spearman’s (rho) correlation test, it can be concluded that the three independent variables (X) have a strong correlation with the dependent variable (Y), meaning that user satisfaction is influenced by the quality of service in the three dimensions.