Analisis Kepuasan Kelompok Remaja Terhadap Layanan Fiksi di Dinas Perpustakaan dan Arsip Provinsi Sumatera Utara

Abstract

This study aims to analyze the satisfaction level of adolescent groups towards the fiction services provided by the Library and Archives Office of North Sumatra Province. The measurement of satisfaction is based on three dimensions from the LibQual method: Affect of Service, Information Control, and Library as Place. The research method used is descriptive-comparative, and data collection was conducted through the distribution of questionnaires. The population in this study consists of 1,966 adolescents who use the fiction services. Using Slovin’s formula, a sample of 95 adolescents was obtained. The sampling technique used is nonprobability sampling with accidental sampling as the selection method. The results of the data analysis show that the quality of service in the Affect of Service dimension is mostly satisfactory, with the expectation score being 3.630 (84.91%), which is higher than the reality score of 3.415 (79.88%). In the Information Control dimension, the results also show general satisfaction, with an expectation score of 3.194 (84.05%) and a reality score of 2.971 (78.18%). Similarly, in the Library as Place dimension, the results indicate satisfaction, with an expectation score of 2.056 (86.56%) and a reality score of 1.980 (83.36%). Overall, the analysis indicates that adolescent groups generally feel mostly satisfied with the fiction services provided by the Library and Archives Office of North Sumatra Province.