Persepsi Pengguna terhadap Kualitas Layanan Sirkulasi pada Dinas Perpustakaan dan Arsip Provinsi Sumatera Utara

Abstract

This research investigates users’ perceptions of circulation service quality at the Library and Archives Office of North Sumatera Province, using three LibQUAL dimensions: Affect of Service, which assesses librarians’ attitudes and competence; Information Control, which evaluates information accessibility and availability; and Library as Place, which examines the condition of facilities and the overall library environment. A descriptive quantitative approach was applied, with data collected via questionnaires from 100 active library members. Results revealed varying user perceptions across the three indicators. While librarian services were generally rated positively, shortcomings in information access and facility conditions were noted, highlighting areas for improvement. The study recommends that library management prioritize staff training, enhance information access systems, and optimize library infrastructure to improve overall user satisfaction.